Tag Archives: ITSM

Capacity Planning Maturity Pipe Dream

Capacity planning maturity seems like it must be a pipe dream for the majority of IT departments. Unlike other process maturity questions, when it comes to capacity planning process maturity, I am wondering if thinking in terms of levels even … Continue reading

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Planning the SLM Framework

What is SLM? Service level management, or SLM, is the set of operational and administrative processes which monitor and control the quality and effectiveness of IT services and support. Most often SLM is connected to ITIL and ITSM and includes … Continue reading

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Developing the SLA

What is an SLA? An SLA, or service level agreement, is most often that portion of a formal IT services contract that defines the characteristics and level of the IT services and support to be provided along with any financial … Continue reading

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IT SLA Model for Tiered IT Support Services

An IT SLA model for tiered IT support services relies on the SLA requirements, application classifications, and the IT prioritization model. The creation of the IT SLA model is where you bring together the concepts covered in Designing a Software … Continue reading

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Developing Tiered Software Support Services

Creating a tiered software support services model is an effective way of managing software support services and their costs based on business need. The idea of tiered support services is to have a standard set of services distinguishing one support tier … Continue reading

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CIO Manifesto or Strategic Plan: Communicating Intentions and Philosphy

More CIO’s should develop a CIO manifesto instead of, or as a supplement to, an IT strategic plan to communicate their intentions and philosophy. By developing a CIO manifesto as an executive summary of your intentions for supporting the business strategy … Continue reading

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Help Desk Success Equals CIO Success

The help desk holds a strategic importance often missed by CIO’s not realizing their help desk controls the identity of IT on every call. The relationship of the help desk to the identity of an IT department also extends to … Continue reading

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Cry It Out – Techniques for IT User Tantrums

Did you know CIO stands for Cry It Out? Until a few months ago I had no idea. And that surprised me given how many other variations of CIO I have heard and a few I have come up with … Continue reading

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Help Desk Outsourcing Companies Playing with Fire

Help Desk outsourcing companies serving higher education continue to play with fire without regard for their client’s CIO’s getting burned let alone the needs of their client’s customers – the students. The help desk outsourcing companies are continuing their practice of delaying … Continue reading

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Efficiency vs Effectiveness

Efficiency vs effectiveness. Both terms are the lexicons of improvement. Combined with productivity the three terms are used perhaps more than any others in setting targets in strategic plans, defining metrics for dashboards and balanced scorecards, and setting boundaries for … Continue reading

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