Just a place to write
Reasons to write about this Services are a key part of businesses, they cover a set of user needs but they are so much times managed as the last unit of the corporation. The communications and approaches we have with respect these areas are important, to keep them motivated and focused on their goals is … Read more
The Organised Services Operating Model (OSOM) is a template operating model to help organisations adopt a service-based approach. More information here: https://osom.guide/ and here: https://stance.consulting/osom/ For questions related to that, you can be in touch with Steve Purkis: https://twitter.com/spurkis You can use it in any context, It uses Wardley Maps. It digs into the operational … Read more
Services work with the same rule: services should not offer more value than is being paid for. There is SLAs that measure all the variables your service is measured. The rest is added value you have to play with. To play with them? Right, there are services with the unique objective of provide the outputs … Read more
For the renewal discussions it’s important to review the basic concepts of each application support. Just 4 main items: The nature of the business/application output, The real demand done to the application in terms of processes and technology. The high/low level of contacts with the customer. The changing nature of demand (financial closing periods, end month, application … Read more
I’m reviewing ITIL concepts, and I found this picture I want to remind,
We are preparing a service support contract to maintain the corrective, preventive and user activities of an application that is being developed now. This is a new type of application done with new technology, so it’s not repeat the process we did for other applications. Some key considerations we are trying to keep into account. … Read more
We are delivering a new service support where we are facing the same situation: We are doing a great job in number of tickets. We are enhancing the application with little details requested by the customer that is enabling them to spend less time when using the tool. We are not closing all the errors … Read more
I had some time and a notebook and I wrote this thinking about the IT service support trends. It seems to be a stupid exercise, but it’s funny to see that the concepts offered yesterday, today and probably tomorrow, all are the same. With the risks and fears of the client, it’s more or less … Read more
That’s what I said to some service managers which client was not applying these penalties. They are not applying it because they are agree with all the other issues the service is solving and they want to let the service run. Other times, the SLA are not so restrictive and they always reach the green … Read more
During this the year the baselines to measure the evolution and efficiency of the Service in the work group were not defined at the beginning of the year. Of course this ‘oversight’ 🙂 provokes that for the rest of the year there were not a pattern to compare what you consider as ‘good’ and measure … Read more