Category Archives: it service management

What is Business as Usual for IT Work Intake?

By | March 30, 2018

Our Technology Services Team at the City of Vancouver continues to evolve and improve how we can manage work requests. We established an IT Work Intake process that funnels all work requests into one backlog queue.  Note these requests that are not break fix requests as those are already handled by our ITIL Incident Management process.… Read More »

Our First IT Core Service Catalogue

By | September 5, 2014

I am very proud to announce that we have published the first version of our IT Core Service Catalogue for our university. We started this process in November 2012 and I described the approach in a post called : Introducing IT Service Management Using a Core Service Catalogue.  This post described our approach to building… Read More »

Notes from Gartner IT Sourcing Forum – Dubai May 2014

By | July 25, 2014

I had the opportunity to attend a Gartner briefing on IT Sourcing in Dubai in May 2014.  I found the session very valuable and it has made me think about some new approaches as we continue to be pressured to cut costs in higher education IT service delivery.   Frank Ridder and Alexa Bona were… Read More »

We don’t need another Hero

By | May 13, 2014

Developing strategies and approaches to change this culture is key to moving our organizations to a Service Management model. It all starts with taking the time to plan, analyze and implement processes. Not easy but the end results are far more effective than ad hoc solutions created in a time of crisis. We don’t need another Hero!

Career Paths – Client Services

By | October 20, 2013

Career Path for Client Services Roles There are four job descriptions in the client services career path for our IT department.  The entry level position is Student Worker.  This role supports the staff on the IT Service Desk and allows us to extend our hours of service to the University. The next level is Client… Read More »

Deming’s 14 Points for Management and Team Development

By | September 9, 2013

Dr W. Edwards Deming’s work on quality control provided guidance for management and team development.  We reviewed Dr W. Edwards Deming’s work on quality control in Japan in one of my project management courses.  Deming is best known for his focus on quality and improvement.  Many of us are familiar with Deming’s Cycle for Improvement: (PDCA)… Read More »

Technology Governance Scenarios

By | July 19, 2013

I got a great question from Bill Cooke about my Technology Governance in a Simple Model post. He brought up questions about how a CIO supports innovation and opportunistic activities. Here is my response to Bill: Bill, Thanks for taking time to read my post and to provide your feedback. You make a good point… Read More »

What are Your Services?

By | May 28, 2013

We discussed Who is Your Customer?  in my previous post, now it is time to start to think about what services we deliver to our community.  After running an exercise on identifying our customers and the categories they fit in, we started to work on the services we deliver to our University community. The IT… Read More »

Who is Your Customer?

By | May 3, 2013

Who is Your Customer?  This may be easy for many businesses especially if they are selling consumer goods.  If you ask any service organization at a University, the standard response is “Students are our main customers”.  The rationale here is that without our students, we wouldn’t have a university.  At a very high level this… Read More »

Implementing Organizational Structure and Focus

By | March 23, 2013

When I joined the IT Department at the American University of Sharjah as the Director, I was presented with an organizational structure challenge.  I found out that I had 21 direct reports and that my department did not have a concept of operational management!  I had just come from being the Manager, Business Application Services… Read More »