Category Archives: it service management

My First 180 Days as a CIO

by | March 20, 2013

Hard to believe that time has gone so quickly in my CIO role.  On March 17, 2013 I have been the Director of Information Technology at the American University of Sharjah in Sharjah, United Arab Emirates for 180 days. It has been a huge change for me especially after spending 20 years at the British Columbia… Read more »

Take Every Opportunity to Document

by | February 26, 2013

I am always surprised (and I really shouldn’t be) that we do a great job of responding to critical incidents but almost always fail to document what we did so it can be referenced in the future. As IT leaders we need to proactively document the impacts of planned and unplanned changes.  Whethere it is… Read more »

Knowing What You Have Supports Planning

by | February 22, 2013

Enterprise Architects all over the world build guiding principles to support their practices and planning. We built one in 2005 and it still holds true today. “Reuse before Acquire, Acquire before Create, Create Reusable Components” The big problem with this is that it is all “Motherhood and Apple Pie” unless you do the hard work… Read more »

Introducing IT Service Management Using a Core Service Catalogue

by | November 27, 2012

We have kicked off a project to build a Core Services Catalogue last week.  This is part of our journey to introduce IT Service Management (ITSM) to our AUS IT  and Academic Computing teams.   I am looking forward to see what our IT teams come up with as a list of services. We will be able… Read more »

Helping Your Helpdesk with a Service Coverage Matrix

by | November 16, 2012

Over the past couple of weeks, our American University of Sharjah IT Helpdesk and other teams have been working on creating a simple Service Coverage Matrix. We found that we had a knowledge gap with the distributed IT support structure at AUS.  Not everyone knew who was the primary and the secondary service support analysts for… Read more »

Evolving IT Change Management into an Enterprise Service

by | December 15, 2011

In 2004, we began down the road of adopting the IT Infrastructure Library framework. We began implementing our ITIL processes with Incident Management and Service Desk. We quickly followed with creating a Service Catalogue. The next major process was Change Management. A group of  key people were assigned to become our IT Change Advisory Board… Read more »

Service Management Culture – Who’s job is it?

by | October 2, 2011

Failing to consider your followers may result in you being the only one charging out of the trench towards the enemy. (credit Stephen Lamb – @SEE_EYE_OH) If I am leading, I need my team with me to be successful. In the complex world of IT Service Management, working as a team is the only way… Read more »

Microsoft Canadian Colleges Exec Briefing – Dynamic IT in Education

by | February 4, 2011

Greg Milligan, National Technology Strategist, Microsoft Canada Dynamic IT in Education IT deliverables on campus today – supporting users, providing services and governance Higher Education IT Challenges – cost containment, security, reliability, interoperability, available choices Looked at maturity models, first used Gartner Maturity Model and then MIT Maturity Model.  Measure 3 areas: core infrastructure, business… Read more »

Managing Customer Service Expectations with Information

by | June 20, 2010

Do your customers understand how to get service from your organization? Do your customers understand what to expect from the services you deliver? Are your customers frustrated and upset when they interact with your Service Desk? Recently, I was on the customer end of service delivery. It got me thinking about what we could do… Read more »