Working as an IT consultant I have the opportunity to see how many IT Departments are run' measuring each of them against previous companies that I have worked for. Unforntuately I have seen more badly ran departments than good but I like to take something from each company that I work with as a lesson learned. Even a badly ran IT department can provide a positive although that positive may be to only strengthen the reason you don't do a process a certain way.
Far too often we find ourselves limited due the lack of a central knowledge base such as a SKMS and the bigger IT gets the less knowledge gets shared. People are hiding in their information silos with their heads down only coming up when they have to, may be they are scared they will get shot or find out that … Continue reading
Too many companies place all their emphasis when looking at their IT infrastructure in terms of hardware and software and sometimes fail to take into account the creation of an efficient process for delivering the standard of the IT service they believe they have purchased. There are many off the shelf products out there which can aid in delivery as … Continue reading
Using web forms for support is an effective way of gathering crucial data and has many advantages over other methods. Web forms can restrict data coming in to ensure that requests cannot be completed without adequate information Avoid duplication of requests Identify common issues and trends Where the end user wishes to request multiple items in a single request that … Continue reading
In so many companies IT find themselves expected to act without being provided sufficient information to do the task in hand and when they cannot deliver they are chastised for their lack of performance. It is common to find IT not being supplied with enough staff to cope with the calls. When IT state that statiscally they do not have … Continue reading
In each company I have witnessed various methods of handling software requests and trouble is that there is such a reluctance to change. I am currently working in a role where the Service Delivery Manager because he only knows Excel he requires that we use it to to manage our assets! Aggh! No unique ids, duplicate entries and a time bomb … Continue reading