ITSM Digest: 20 materials on optimizing IT processes

In our blog on Habré, we often talk about improving the quality of the work of the technical support department and optimizing management processes in IT companies. Therefore, today we have collected for you a digest, which selected materials on the management of IT-services.

Under the cat you will find: articles on how to develop business processes in the company, posts about implementing ITSM with real cases, as well as profile threads with discussions on social platforms.

Our other digests:
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• 25 materials on ITSM, incident handling and business process development
• ServiceNow Platform: Starter Kit

/ Flickr / tayloright / CC

How to optimize processes

Do not complicate ITSM

• There is a lot of jargon and terms in IT. However, it is important to speak the same language with customers. In the article, we have provided some tips on how to make ITSM in your company more simple. With examples of conversations between support and users.

ITOM ServiceNow: collect infrastructure information

• We reveal the subtleties of ITOM processes: why we are needed, the benefits of implementation. We will talk about creating a configuration management database using the Discovery module in ServiceNow and finding failures in service using it.

Automation of IT processes using ServiceNow: the experience of the company SPLAT

• How SLAT created a single point of service and provision of IT services for the company's office using ServiceNow Express. Material about the features of implementation and experience of the company.

10 Tips for Successful IT Support

• Article author Stephen Mann (Stephen Mann), an expert on ITSM, offers 10 tips that will turn the chat in your company into an effective tool for technical support. And his post about the benefits of messaging for support can be read on this link.

Building a system environment: five steps

• Mitch Goss, founder of the digital agency Zero-In, offers a five-step algorithm for creating a system environment. He says his company views its systems as pieces of a big puzzle. And parts that are not suitable right now are postponed until they can benefit.

What happened? Analysis of service management processes

• To develop and improve service, you need to periodically look back. This is often used in sports when a team takes a timeout in the middle of a match to evaluate the mistakes made. The author of the post will tell you which processes to start a critical analysis and how this will help your company.

Technical Support Service - BRM of the Future

• If, after waiting on the line, the client was satisfied, it means that he was served at the highest level. The author of the blog tells how the skills of communicating with people can improve the quality of support work and what needs to be done for this.

ITSM vs. DevOps: Whose side are you on?

• Why choose one thing when you can use everything at once? The article debunks four myths that ITSM and DevOps are incompatible things. There are also tips to help you avoid mistakes when implementing both practices.

Future ITSM

What is modern service management?

• Microsoft expert John Clark tells us which new solutions the team used to develop the Azure cloud and what role ITIL and ITSM played in this.

Automation using AI systems - the future of ITSM

• Robert Young, who worked at IDC for 5 years as an ITSM research manager, says that it’s preventing IT companies from implementing intelligent components in their systems and how to overcome these difficulties. You should also pay attention to his post about changing the levels of IT-support by AI systems.

The future of ITSM: get ready for artificial intelligence systems

• One more material about how soon companies will have to rebuild business processes to work with intelligent systems. We are talking about three key areas that will affect automation: user experience, backend processes and knowledge management.

How ITSM improves the efficiency of digital companies

• Analysis of the results of the study of the state of ITSM in 2017 from Forbes Insights. Where did the IT industry spend their money and what role did ITSM play in this?

How are things with ITSM today

• This article will introduce you to the main results of assessing the level of maturity of business processes in organizations. It turned out that the "pure" ITIL is not suitable for all companies, so many of them use a combination of frameworks. The full text of the study can be found at this link .

/ Flickr / home thods / CC

Discussions, stories and cases

/ r / ITManagers /

• A thread on Reddit, where IT managers and tasks are discussed: how to introduce the team to Agile , what conferences to attend, how to work on projects, and much more.

Technical Support Marketing

• The author explains in simple terms what to do before and after starting the technical support service in order for it to be successful. In essence, this material can be used as a checklist for launching services.

Best practices for knowledge management in ITSM

• Quora resident advice on knowledge management: helpful articles, opinions and recommendations. You will also find out what questions you need to ask in order to build the right knowledge management policy.

HN: mistakes of managers

• Residents of Hacker News are discussing the unfair attitude of managers towards developers. This thread will help to understand all the pain people in IT.

/ r / talesfromtechsupport /

• A thread on Reddit with sad and funny stories shared by support staff: about “broken” high-pressure washers and people too hasty to let the operating system install updates.

Six days to change the line of code

• A true story about how difficult it is to make even the smallest changes to a project. A clear demonstration of how important it is to “tune” the control processes and communication in the company.

Two kanban boards

• The author of Introduction to Real ITSM, Rob England, shares his thoughts on Kanban. Will tell why two kanban boards are better than one, and how it looks in practice. The article has several applications for synchronizing electronic and "physical" kanban boards.

PS A few more articles from the Guild IT blog:

• IT project management - 5 challenges and how to overcome them
• Change Management - on process objectives and implementation
• How to implement a configuration management process. Part 1
• How to implement a configuration management process. Part 2