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July 31, 2018

Here are a 8 simple techniques that will help you to identify and kick start your Quick Win activities. The sequence of these techniques is not really mapped out in any particular order; however if you follow the logical flow outlined below it will give you maximum ben...

June 30, 2018

If you have been reading my blogs over the past few months you will know that I often emphasis maturing Service Management capabilities to improve service and customer satisfaction. The fact is by improving and investing in a formal maturity path you are adding depth t...

May 31, 2018

A service management process model helps to tie all of your service organization processes together and illustrates and conveys how each of your processes integrate with each other, in a simple and formal view. An overhaul management process model is often at the core...

April 30, 2018

I recently worked with a client who had previously decided to purchase an out of the box Service Management solution to help them to establish their Service Management capabilities. The cost wasn't over the top but certainly significant, and I wasn't involved in the in...

March 31, 2018

Taking an organisation on an ITIL journey is always something you need to be fully prepared for. You need to think of the implementation on a number of levels, you need to be mentally prepared for anything and strong enough to take feedback and be able to work through...

February 28, 2018

You may have noticed in my recent articles that I often refer to being realistic about what you are setting out to achieve.....the importance of understanding this point is such that I would I wanted to explore this a little further.

Many ITIL® and Service Management im...

January 31, 2018

Over Recent years most businesses have progressed somewhat significantly when it comes to their expectations from IT, which is a good thing. Perception is normally King and there are really only a couple of ways the business can monitor performance of IT, and certainly...

December 31, 2017

Firstly let's look at what ITIL defines as a service: 'A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks'.

In context a Service Catalogue provides much the same experience as din...

November 30, 2017

Technology is a broad term today and in the future the word 'Technology' will become even broader, there is a growing need to converge and integrate Technology Services, Products, Systems and Solutions on an increasingly large scale. How well an organisation is prepare...

October 31, 2017

When dealing with any type of change especially significant change within an organisation, people can often be a little fragile when it comes to opening up to new possibilities of being more effective. In most cases there maybe a number of considerations here including...

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