I have found documents digging to be ineffective, because most of the documents are hardly used. I have seen the right way to ask the supervisors which document they update and use. What do you think is the right approach?
I have found spending few weeks in service areas and understanding the flows, instead of digging through huge stack of documents, to be realistic way of determining current state assessment, analyzing gaps, analyzing vulnerabilities. Identifying risks, identifying value, proposing values, identifying low hanging fruits, creating process maps (logical, physical).
Hi IsleBeebach: How can you do current state assessment when you are not allowed to sit with the service desk for observation, cannot interview staff, managers, and the documentation sucks?
@GoodDeedsLeadTo That becomes rather difficult, but then again you can always ask the Service Desk's clients :-) as ultimately the Service Desk is all about customer satisfaction. I would recommend some type of user/customer survey. That should give you an interesting picture of the current state of the Service Desk :-)
@GoodDeedsLeadTo Oh PS: It's often the documentation (policies, process-descriptions, procedures, work-instructions and job-descriptions) that makes the processes measurable, consistent, transferable, improvable, reliable, repeatability, etc. So any documentation that "sucks" is never a good sign when it comes to process maturity ;-)
@GoodDeedsLeadTo Oh PS2: If the organization doesn't want you to perform a state assessment of their processes, then they're not beyond the point of seeing (or better feeling) the urgency as yet. I recommend reading John P. Kotter's 8-steps of "Leading Change". Your key stakeholders must feel the need for things to improve or change, otherwise it's a lost cause and I wouldn't even recommend doing a state assessment. In other words without commitment it's a tough fight!
Marco has the best ITIL videos available online - this stuff should have been available years ago! Finally someone that actually shares some knowledge in ITSM space - the rest of the course providers either seem to sit on it, charge a fortune and only copy it from others! Way to go IsleBeeBach!
I have found documents digging to be ineffective, because most of the documents are hardly used. I have seen the right way to ask the supervisors which document they update and use. What do you think is the right approach?
GoodDeedsLeadTo 10 months ago
I have found spending few weeks in service areas and understanding the flows, instead of digging through huge stack of documents, to be realistic way of determining current state assessment, analyzing gaps, analyzing vulnerabilities. Identifying risks, identifying value, proposing values, identifying low hanging fruits, creating process maps (logical, physical).
GoodDeedsLeadTo 10 months ago
Hi IsleBeebach: How can you do current state assessment when you are not allowed to sit with the service desk for observation, cannot interview staff, managers, and the documentation sucks?
GoodDeedsLeadTo 10 months ago
@GoodDeedsLeadTo That becomes rather difficult, but then again you can always ask the Service Desk's clients :-) as ultimately the Service Desk is all about customer satisfaction. I would recommend some type of user/customer survey. That should give you an interesting picture of the current state of the Service Desk :-)
IsleBeeBach 10 months ago
@GoodDeedsLeadTo Oh PS: It's often the documentation (policies, process-descriptions, procedures, work-instructions and job-descriptions) that makes the processes measurable, consistent, transferable, improvable, reliable, repeatability, etc. So any documentation that "sucks" is never a good sign when it comes to process maturity ;-)
IsleBeeBach 10 months ago
@GoodDeedsLeadTo Oh PS2: If the organization doesn't want you to perform a state assessment of their processes, then they're not beyond the point of seeing (or better feeling) the urgency as yet. I recommend reading John P. Kotter's 8-steps of "Leading Change". Your key stakeholders must feel the need for things to improve or change, otherwise it's a lost cause and I wouldn't even recommend doing a state assessment. In other words without commitment it's a tough fight!
IsleBeeBach 10 months ago
Great video!!!
00kbarlow 10 months ago
@00kbarlow Thank you for the positive feedback :-)
IsleBeeBach 10 months ago
this is helpful
raosahil 2 years ago
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Marco has the best ITIL videos available online - this stuff should have been available years ago! Finally someone that actually shares some knowledge in ITSM space - the rest of the course providers either seem to sit on it, charge a fortune and only copy it from others! Way to go IsleBeeBach!
zoemoonspell 2 years ago