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?

Why RASCI work better than RACI in modern IT Operations

In modern IT Operations world tasks are spread over multiple teams from multiple partners, making roles and responsibilities a focus point in contracting and in escalations when issues occur. Classically the RACI-responsibility assignment matrix is used to describe roles and responsibilities, documenting what team or person has the role of Responsible, Accountable, Consulted, Informed. Accountable… Continue reading Why RASCI work better than RACI in modern IT Operations

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

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