25 materials on ITSM, incident handling and business process development

In our blog on Habré, we try to talk about new solutions and trends in IT management, as well as about the ServiceNow tool - a platform that allows you to automate ITSM and other service processes.

Today we decided to prepare for you a digest of materials on the implementation of ITSM and ITIL. In this collection - our articles, guides and reviews, plus English-language materials on the topic.

Here are our other digests:
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• ServiceNow Platform: Starter Kit
• It is a little about ServiceNow, ITSM and ServiceDesk in a format of selection of useful materials
• Introduction to ServiceNow and IT Infrastructure Management: Digest # 2

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ITSM and ITIL

IT project management - 5 challenges and how to overcome them

• According to Geneca, 75% of managers in the IT sector believe their project will fail. In the article we will talk about the intricacies of IT project management and explain why to establish communication between all the participants in the work. We will show you what tools and recommendations will help control the project.

Change Management - on process objectives and implementation

• In this article we will understand what the changes on ITIL and what types and scenarios they share. We present an algorithm for implementing a change management process and a list of working metrics.

How not to implement ITSM in the company

• If the IT department solves incidents for a long time, and customers are dissatisfied with services, you should consider implementing ITSM. Let's discuss 6 errors when implementing ITSM and show how to avoid them.

An ITSM Assessment in 3 days - is it Possible?

• In the article, the author explains how he managed to conduct an ITSM assessment in three days and why ITIL maturity assessment is not always needed. He tells what criteria are better to apply, what to check and how.

The Practitioner's Dilemma: How to Adapt ITIL

• The author of the article, Greg Sanker, an IT professional with thirty years of experience, talks about how to find a balance between “creative implementation” and introduction from a book. Additionally, the author offers a practical algorithm for switching to ITIL and links to materials on the topic.

How to Identify and Measure Your Work in Progress (WIP)

• From the understanding of the term WIP ("current work") depends on the company's profits and satisfaction of users and customers. The author of the article explains what WIP is, what risks are associated with it, how to measure and avoid them. Here are tips on how to stop postponing deadlines.

Incident handling

10 Tips for Managing a Major Incident

• According to the author of the article, only personal experience will help in solving incidents. However, he still offers some tips for moral preparation: how to stay calm, what to do in the first place, what to follow, etc.

What if your IT service desk was in Westeros?

• What does a serious incident and slaughter in the Stern House have in common? How could Lord Pieter Baelish handle the service request? Who would John Snow or Melisander be in the user service center? If you like "Game of Thrones", this article will cheer you up.

How to Reduce the Number of High-Priority Incident Tickets

• The technical support workers are painfully familiar with the situation when the client indicates something like: “How can I reset my password! Help! ”With high priority. Any user wants to solve the problem as soon as possible, so he exposes a high priority. Everything is logical. But technical support staff from such a logic is not easier. In this article, the author offers tips that will help change the behavior of users and make the life of technical support personnel a little easier.

7 Fun Service Desk Tips from the Greatest Wizard of all Time

• “Of course, this happens in your mail, Harry, but why can't it be a ticket?” Professor Dumbledore would say to a support agent for Harry. Together with the author of the article, let's take a look at the Uninel Mirror so that we can discover the wisdom of the wizards of the user service center.

The 7 Habits of Highly Effective Incident Managers

• Fast incident management is not always speed dependent. The author offers 7 tips on how to solve incidents more effectively. Inside there are links to literature on the topic.

Why You Should Less Incident Management

• Imagine that this month you solved 2000 incidents and broke your personal best. You are overwhelmed with pride: the work is done better than usual. A client comes in and you are happy to tell him that you will solve 3,000 incidents next month. The client changes face three times and looks very unhappy. This is understandable: he does not need incidents, he would be happy to get rid of them. In the article, the author tells how to reduce the number of incidents and find the reasons for their occurrence.

SLAs are for suckers:

• Technical support agents are increasingly reminiscent of robots: SLA metrics have become for them not a means, but a goal. The processing time of the ticket has become more important than the desire to help the client. In the article, the author answers the question why high SLA does not always mean high quality of service. It also lists the results of TechValidate and CA Technologies.

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Improving workflows

How to upgrade IT service management

• Imagine a company in which routine IT tasks are solved by themselves, the staff controls services, assets and incidents. The article talks about how to achieve this.

4 myths about managing services that you shouldn’t believe

• Let us separate the truth from fiction and find out whether it is possible to manage services only through the application. At the same time, we will discuss the issue of price and “durability” of service management.

What is a RACI Chart and how do I use it?

• The author of the article talks about the RACI responsibility allocation matrix. He gives an example of its use in planning a family holiday. Find out what you can not forget when building a RACI.

The customer is not always right

• Imagine a situation: your second half is calling and asking to buy bread. You buy bread and bring it home. At home it turns out that bread is needed for crackers. So why not immediately ask the crackers, and here the bread? In technical support, similar situations occur, and all ends with customer complaints about poor service. In the article, the author answers the question: where is the line between what a person really needs and what he asks.

Using Kanban boards to support IT operations

• The article describes what is Kanban-board and what is its use for the work of the IT team. What to track using the board and how to create it.

ITSM and ITIL Development

ServiceNow is the best ITSM solution in 2017 according to Gartner

• Let's try to understand why the vice president of ServiceNow and the Gartner agency rate ServiceNow so highly. We will find out which technologies the company bets on and why. In addition, we’ll tell you about the Gartner magic quadrant: what it is and how it works.

ITSM to the cloud. 9 advantages of SaaS platform for ITSM

• If you decide to implement ITSM, think about how to deploy the platform: locally or in the cloud. The article will discuss which method is more profitable and cheaper.

By 2030, ITSM will cease to be only "IT"

• Let's talk about the results of the research by AXELOS and who uses ITIL to manage non-IT processes. Let's see what the experts think about the role of machine learning and artificial intelligence in the future ITSM.

2020 Vision - What is the Future of ITSM Holds

• In the article, chief analyst and content director of ITSM.tools Stephen Mann talks about the problems of ITSM, business and new technologies. You will find out what the expert thinks about self-service, clouds and artificial intelligence.

Theory of Constraints: Using a Current Reality Tree

• The article explains the meaning of one of the tools of the theory of constraints - the tree of current reality. According to the author, the tree will help to understand how and how to replace the non-working element in the system. Plus, the article contains references to literature for those who hear about the theory of constraints for the first time or want to get to know it more closely.

The Hidden Costs of the Theme

• The author of the article watched the work of 10 thousand clients and found out what resources are being imperceptibly spent when using local software. According to him, the hidden cost of traditional software is much more than the cost of transferring infrastructure to the cloud.

7 Key ITSM Use Cases for Machine Learning

• Another article from Stephen Mann from ITSM.tools. A brief overview of the latest developments for ITSM: augmented reality, bots and machine learning. On machine learning, the author stops in detail and explains what 7 functions this technology is capable of performing in ITSM and how it will help professionals.