Month: April 2019
Hi folks, Matt here again! One of the first big changes that I was responsible for after coming into post as Change Manager, was to implement a regular, weekly CAB. You can thank James Jarvis for the name: Go CAB. If you didn’t already know that James came up with that name, you might have […]
What’s happening? This is the first and most repeated question in a major incident or critical continuity event. Situation Appraisal is the Kepner-Tregoe thinking process designed to answer this question. The steps are simple in theory: Identify (and log) concerns/issues Set priority Plan next steps Manage involvement However in practice, folk tend to leap all […]
When I started my new job I had to get used to having a job title that some people don’t understand. Previously I was the ‘User Support Manager’, a fairly self explanatory job title, I managed User Support, IS Helpline and the User Support Team. But now? ITIL Manager? What (or who) is ITIL? What […]
Why Saying No Is OK Good service is all about knowing what service you offer and knowing how to deliver it. The corollary is that, knowing what you don’t offer, and saying “No” to our users quickly is every bit as important. Are You A Caller? Perhaps you have calls in where you are the […]
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