ITIL Incident Management: 7 Terms to Know
An incident management process is essential for any IT service provider. The ITIL Service Operation stage includes the incident management process. Online ITIL…
Month: August 2022
ITIL Financial Management for IT Services: Finance in Your Strategy
The Service Strategy stage in the ITIL lifecycle is where IT strategies are aligned to business strategies. ITIL Demand management processes are used…
ITIL Definitions: How can you define your business cases and risks?
You need to be an owner or head of an IT service provider company if you want to know the most important ITIL…
ITIL Continual Service Improving: The Scope of ITIL CSI
IT Service management is based on the ITIL Service Lifecycle. This is briefly covered in the ITIL Foundation Overview course. Any IT service…
ITIL Change Management Process: What’s it all about?
Change is a constant fact of life. IT service management is subject to change. This is why ITIL change management is necessary in…
Point 12 – Encourage pride in workmanship
Deming stated that helping others is the greatest motivator and source for job satisfaction. It is a major enabler for pride in workmanship.…
Point 11 – Attribute Processes Results This point may be controversial, but it aligns with Deming’s philosophy nicely. I completely agree with this point. Management By Objectives (MBO), is the norm in the United States. Before I explain my view from an operational perspective, I will first relate this concept to project management. MBO is a process that establishes standards for an employee’s performance with the intent of evaluating their performance. Performance relative to the standard is a significant factor in merit increases, bonuses, and other factors. One example would be the handling times in a call center environment. If you take an average of 4 minutes to handle a standard handle time, it is considered that the employee is performing poorly. This management paradigm assumes that the employee is responsible for the measured metric (handle-time). This management philosophy has pros and cons.
It’s easy to set expectations Easy to quantify It is easy to base performance evaluations upon Cons Tends to shift the focus to?at?…
Point 10 – No Slogans, Disingenuous Pep Talks or Slogans
As I see it, this point has two components. (1) Talk the talk and (2) Hold systems accountable. Talk the Talk Slogans are…
Point 1 – Commitment starting at the top to continuous improvement as an approach to life
Deming’s first point is a crucial one. To make continuous improvement a priority, there must be commitment from the top. Most firms will…
Podcast Interviews for New Project Managers
It’s an honor to be invited to do interviews every now and again. A new one just came out. These interviews focus on…