Work life of managers is full of situations where risk needs to be assessed as part of decision taking. It is interesting to see how different staff members handle risk differently, although there is a clear method for classifying risk. When looking at risks consider the following 3 aspects The proximity parameter refers to the… Continue reading A simple method for Risk classification
Category: ITOM
Busyness does not equal good outcome in IT support
Do you want your IT support to be busy, or do you want your issue resolved? Many corporate organizations confuse busyness with activity with achievement in sense of desired outcomes. Find out why & what to do about it.
6 Differences between Consumer SaaS and Enterprise SaaS
Talking to non-IT corporate employees about (Enterprise) Software-as-a-Service (SaaS) based solutions shows common patterns of confusions and expectations which clearly shows how consumerization of IT and digitalization has educated non-IT people during the last years. Everybody uses a smartphone, a PC or Mac at home, and got familiar with how to use it, how to… Continue reading 6 Differences between Consumer SaaS and Enterprise SaaS
Why Plan-build-run is still relevant in an agile world
During the last years “agile” is starting to establish itself as a the standard for software development, reducing the cycle time to get updates to the users. For Cloud native applications a quarterly update cycle is standard, and the related continues integration / continuous deployment (CI/CD) “devops” tooling has matured.Most enterprise applications, especially SaaS applications… Continue reading Why Plan-build-run is still relevant in an agile world
Your Resolution SLA clock stops ticking on ticket escalation?
The purpose of SLA’s in IT Operations is to ensure a certain level of service to your business user community. It is typically used in outsourcing contracts to ensure the outsourcing partner reacts promptly to an issue raised, and ideally you also want to have an agreement on the maximum time until an issue is… Continue reading Your Resolution SLA clock stops ticking on ticket escalation?
IT Operations Risk and cost of doing nothing
In IT operations you are exposed to risks in many ways and need to manage them wisely. In project management world risks are typically categorized into 3 domains: Time, Cost and Quality. For a service oriented delivery model these same categories can be applied to IT operations and risks. For example: What license compliance method… Continue reading IT Operations Risk and cost of doing nothing
Work planning in interdependent world
In the modern workplace few outcomes can be achieved by one person, most of the work is co-delivered by a team (or more loosely a “set of persons”). This set of persons are interdependent of each other to create the outcome. And then there are the priorities, we want certain projects / outcomes to be… Continue reading Work planning in interdependent world
Communication upwards in IT is about effectively communicating emotion
The way I look at it, the key objective of communication upwards in the IT organization is to effectively communicate emotion. Remember the 7% (verbal) -38% (tonality) -55% (body language) communication rule. In email we have to use words to transmit the emotion. Imagine the typical situation where you were assigned to handle a specific… Continue reading Communication upwards in IT is about effectively communicating emotion