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Skep's Pick: The IT Skeptic Awards for 2008 This link is here because...(hover)

service

Why does IT have to do the business's job?

Blog entry submitted by skeptic on Thu, 2010-02-25 18:00. [nid:1809]
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One of the reasons IT is sinking under the burden of our work is all the projects and new services we are dealing with. This shouldn't be IT's job.

Do we overcook services? ITIL out of line

Blog entry submitted by skeptic on Sun, 2009-12-20 00:59. [nid:1775]
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It seems to me that the technoid's obsession with over-analysing and chasing perfection - what I call ETF: Excessive Technical Fastidiousness - is often applied to the definition of services.

The true scope of service management and ITIL

Blog entry submitted by skeptic on Sun, 2009-10-18 21:45. [nid:1692]
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Service management is IT. It is a way of describing how to do IT - all of it. When it comes to the scope of service management in general and ITIL in particular, the IT Skeptic has had a change of mind. In the past I accused ITIL V3 of having aspirations beyond its station, of trying to take on areas where it has no business going, such as strategy, applications and security. I don't think so any more: now I just think ITIL did it half-heartedly, too anaemically to be taken seriously by areas of IT outside of IT Operations. But Service Management definitely should go there.

Excellent customer service: weapon or burden?

Blog entry submitted by skeptic on Fri, 2009-08-21 20:22. [nid:1399]
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How often is excellent customer service a competitive weapon and how often is it just an unnecessary cost burden on the organisation?

Say it ain't so!! ITIL V3 Incident and Problem processes do not determine the affected service

Blog entry submitted by skeptic on Wed, 2009-08-12 03:15. [nid:1592]
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This BOKKE (body of knowledge known error) has been posted for a day or so, hundreds of views. I was sure someone would say "no you idiot, service impact analysis is right here" but not one. It seems to be true.

What is a service?

Blog entry submitted by skeptic on Tue, 2009-05-12 11:53. [nid:1342]
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The word “service” certainly gets some exercise. ITIL v3 says “A service is a means of delivering value to customers by facilitating outcomes customers want to achieve, but without the ownership of specific costs and risks.”

This impenetrable bit of consultant-babble does not help those who are trying to grasp the fundamental concept.

Awful support conversations

Blog entry submitted by skeptic on Mon, 2009-03-30 21:20. [nid:1389]
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I'm thinking to collect awful support conversations. Do people like reading these for amusement? Should we start a collection? Please let me know - comment below. Personally I find it astonishing just how bad support can be - it never fails to amaze me (again)...

how not to do Level 1 support

Blog entry submitted by skeptic on Sat, 2008-09-06 20:15. [nid:1121]
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This post is longer than normal but you may find it entertaining as an example of

  1. how not to do Level 1 support. All the politeness in the world is no substitute for actually listening, and having some understanding of the environment
  2. where email-based support (as compared to actually talking to people) can go wrong
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