Tom P

Mission: Champion IT service mgmt, discuss workplace psychology & to learn from and share insights with the #itsm community

[Tom P @BitesizedITSM]

Release notes/reports form a key part of the #ReleaseProcess

Creating a standard template and committing to completing it every time is non-negotiable for me.

Don't overlook them as a crucial resource!

#ITIL #ITSM #ReleaseManagement #ServiceManagement

[Tom P @BitesizedITSM]

“Your Most Unhappy Customers Are Your Greatest Source Of Learning” - Bill Gates

How can you use this quote to improve your #SeviceDesk?

#ITServices #ServiceManagement #ITIL #ITSM #ServiceDelivery #ManagedServices

[InvGate @InvGate]

Want to find out more about organizational change management and how it’s covered in ITIL 4, and quickly? Then this blog is for you. #ITIL4 #ITIL #change https://t.co/cdqmg4lsZr

[Greg Sanker @gtsanker]

When one (silo) team optimizes their process and tells other (silos) teams what they must now do to interact with them.... I’m not sure what you call it, but it’s neither “collaboration” nor “optimization”. #SystemsThinking #Culture #Collaboration

[Tom P @BitesizedITSM]

@Joe_the_IT_guy Great article!

Delegated authority is a big winner for me here. Obviously, get as many standard changes agreed as possible, but for those low level changes which don't have consistent imp steps to be a standard, delegated authority is the next best thing.

[Tom P @BitesizedITSM]

Some suggestions to help:

1️⃣ Communicate regularly and clearly
2️⃣ Know your limits - Going the extra mile doesn't need to burn you out
3️⃣ Provide good leadership - set goals but also limits.
4️⃣ Create a vision and road map for everyone to follow
5️⃣. Communicate some more!

[Tom P @BitesizedITSM]

A recent situation at work really highlighted the crucial importance of setting expectations; both internally and externally.

Expectations, like assumptions, can quickly turn things 🍋

Read on to see my suggestions for alleviating issues.

⤵️

[Tom P @BitesizedITSM]

Not being honest with your clients will hurt both parties. It will affect both's #mentalhealth by building pressure and facilitating conflict.

[Tom P @BitesizedITSM]

@Joe_the_IT_guy Having a great team around me to help with the worst days was so important to me. Having a laugh where possible and raising the mood.

[Tom P @BitesizedITSM]

Finally, a note on one curious and frustrating outcome.

Often the business doesn't see the impact of your effort. This is because it is very hard to quantify the risks and incidents you've prevented, as they never happen...

If you figure that one out, let me know! ☺️

[Tom P @BitesizedITSM]

#IT Problem management isn't just about investigating incident root causes.

Here's how it can help drive #innovation and put you on the front foot... ⬇️

#ITSM #servicemanagement #itil

[Tom P @BitesizedITSM]

Ultimately, the aim is to reduce the number of incidents. Implement some of the above and you will surely achieve that.

So instead of waiting for incidents to happen before fixing them, you'll identify and fix them long before.