Every incident is an opportunity to learn, but only if we look beyond resolution times and ask what the incident reveals about the effectiveness of our ITSM processes.
@ryanogilvie.bsky.social
@ryanogilvie.bsky.socialEvery incident is an opportunity to learn, but only if we look beyond resolution times and ask what the incident reveals about the effectiveness of our ITSM processes.
@ryanogilvie.bsky.socialA good release shouldn’t be memorable. It should simply work - without surprises, fire drills, or Monday-morning cleanup.
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#ITSM #integratedITSM #ServiceManagement #ITTraining
@ryanogilvie.bsky.socialAnother #integratedITSM Essentials Insight
Change Management is about managing risk but it also should ensure we are making changes that ultimately support the business objectives
#ChangeManagement #ITSM #ITServiceManagement #RiskManagement
@ryanogilvie.bsky.socialAnother #integratedITSM Essentials Insight
Problem Management turns recurring incidents into lasting improvements by finding and addressing the causes behind the disruption.
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@ryanogilvie.bsky.socialHow well do you understand IT Asset management and how does it impact your organization?
@ryanogilvie.bsky.socialProcess spotlight #4: Change Management
Not every change needs a committee. Not every change should skip one. Getting that balance right is most of what change management actually is.
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@ryanogilvie.bsky.socialProcess spotlight #3: Problem Management
Fixing the incident stops the bleeding. Problem management stops it from happening again. Most organizations are great at the first and terrible at the second.
@ryanogilvie.bsky.socialProcess spotlight #1: Incident Management
Getting things back up and running is the visible part. Getting good at it; consistently, with the right escalation and communication, is what separates reactive teams from reliable ones.
@ryanogilvie.bsky.socialProcess spotlight #2: Request Management
This is the process most users actually touch the most, and the one most often left informal. A clear request process is one of the fastest wins in ITSM maturity.