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Metrics That Matter – A Model For IT Decision Making

Many IT organizations mistakenly start their IT metrics efforts by looking at their monitoring and reporting tools and then backing into the metrics that those tools provide. Improvement focus then becomes limited to the tool sets available versus what is really critical to success. We’ve also seen the monthly IT service reports or web portal that few look at. They are frequently ignored because the metrics in them have little meaning or significance for the audience viewing them. There is opportunity to provide value to IT leadership by giving them the visibility to make timely accurate decisions using a metrics model that supports decision making.

Randy Steinberg by Randy Steinberg

High Velocity Service Management – Getting Lean With A Framework For Finding Waste

IT operates with a lot of inefficiencies. Presented here is a Lean framework to find out where these may exist in your organization. Use this framework to identify your efficiency opportunities and projects to address them. By tackling them in sprints or chunks of time you can greatly improve the efficiency of your operations and proactively move the ball towards high velocity ITSM.

Randy Steinberg by Randy Steinberg

The Effects of Time Thieves

How many times have you found yourself driving home from work wondering what exactly you got done that day? ... Dominica DeGrandis’ book Making Work Visible: Exposing Time Theft to Optimize Work & Flow ... book focuses on “the real crime of the century – time theft.” She provides various solutions to make gaining back your time, and therefore your money, simple and easy to understand. These five “time thieves” that she identifies are the most common areas as to why work does not get done in a day ... By reading this book, I saw the clear thieves in my daily life and learned how to defend myself from them in my school and work life.

Jasmin Cox by Jasmin Cox

Journey to teaching Project Management (Pt. 3)

One of the most important components to understand about project management- is that it requires leadership. This is something that I am still working on in my own personal development in and outside this internship- so teaching it is not realistic at my current state. What I can do is share some finding’s based on research I’ve done for my own education. I recently read an article from the project management institute titled “Learning to Lead Chaos”. I combined a few of the paragraphs that were from that article that really stood out to me.

Giamo Rivera by Giamo Rivera

Learning Tips for Customer Success Interns:

Considering I am the first Customer Success, project management, intern. I thought it would be valuable to share my learning experience and provide tips to help future CS interns adjust to Concurrency and project management.

Giamo Rivera by Giamo Rivera

Journey to teaching Project Management (Pt. 2)

Teaching communication is tricky because it’s difficult to teach. Communication is learned through experience throughout our individual lives. There are also many different forms of communication. You need to able to distinguish how to communicate that is acceptable based on a situation- casual or professional settings. In project management, communication is everything. The PM needs to be able to effectively communicate with the internal team, external teams, clients, and any other stakeholders that are affiliated within a project.

Giamo Rivera by Giamo Rivera

ServiceNow Test Management: Accelerate the Management of Testing Processes

Are you looking to streamline your user acceptance testing experience? Look no further than ServiceNow's very own Test Management suite which features a simplified process for executing tests around software development. Furthermore, gain visibility into which test cases are passing versus which tests have defects, and sign off when you're ready for deployment!

Michael Dugan by Michael Dugan

Updating the anonymous chat record producer in ServiceNow

Anonymous chat is a useful feature especially in Customer Service Management scenarios.  When an anonymous chat is requested by a user they are presented with a custom record producer to gather initial information.  This post will review how to update that record producer and things to consider if you wish to do so.

John Hennen by John Hennen

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