Lifting the drawbridge - Secrets of the IT department
Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.
Welcome to the final instalment of our series, uncovering the mysteries of the IT realm. This time, we’re venturing into the fortress that houses our IT champions, understanding their roles and the walls they guard.
The watchful gatekeepers – Tier 1 support
Imagine a castle’s main entrance, guarded by sentries who ensure safety and provide initial guidance. Tier 1 support is pivotal, addressing common queries and directing you to the right chamber.
‘Shift-left‘ approach unveiled
Nestled within this castle is a strategic shift – a concept called “shift-left”.
The heart of it – essentially, it means equipping our gatekeepers with more knowledge and tools typically reserved for inner chamber experts.
Your direct benefit – faster solutions without traversing multiple castle hallways. It’s as if our sentries now possess a detailed map of the entire fortress.
Empowering the vanguard – with extensive training, the Tier 1 team becomes adept at handling a broader range of challenges.
Efficiency refined: As the frontline resolves more queries, the castle’s inner sanctum experts can focus on specialised issues.
The inner circle experts – Tier 2 & Tier 3 support
Venture deeper into the castle, and you’ll encounter knights and scholars – those who handle specialised challenges. They are the ones you seek when a problem is unique or intricate.
The Grand Library – the knowledge base
Housed in a magnificent hall is a vast collection of scrolls and books – answers to frequently asked questions and detailed documentation. Before seeking an audience with experts, a visit here might provide the answers you seek.
The master builders
In the castle’s workshops, these artisans ensure the fortress remains modern, fortified, and equipped. Similarly, IT teams continuously enhance and maintain software, ensuring security and introducing new features.
Golden tips for navigating the IT castle
Seek with clarity When engaging with the gatekeepers, precise queries lead to faster solutions.
Patience in exploration Deeper chambers take time to reach but rest assured, expert guidance awaits.
Explore the Grand Library Delving into the knowledge base often illuminates answers, sparing you a lengthy quest.
Maintain your armour Regularly updating your systems ensures you’re always ready for challenges.
In this concluding piece of our enlightening journey, we’ve lifted the portcullis to the IT department’s castle, revealing its intricate chambers and dedicated inhabitants.
Over the series, as we’ve meandered through each corridor and interacted with its guardians, we hope you’ve gained a newfound appreciation for IT’s roles and expertise.
This series has built bridges of understanding, allowing you to navigate the expansive realm of IT with confidence and curiosity. Remember always to cherish the knights and scholars behind the scenes.
Internet of Things explained - Secrets of the IT department
Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.
Nothing to do with a web for spiders
Welcome to the ninth instalment in our series of IT secrets. Today, we’re looking into the world of the Internet of Things (IoT). Think of IoT like a team of scouts, each collecting bits of information from their surroundings to make smarter decisions for the group. Except, instead of scouts, they’re digital devices that are everywhere – in your home, your car, even on the factory floor. Let’s uncover how this network of connected things impacts our lives and what we can do to interact with it safely.
What is the Internet of Things?
The Internet of Things consists of smart devices that can gather data and communicate with each other over the Internet. Think of your smartphone turning off your home lights when you leave, or a sensor at a supermarket that tracks inventory levels. These devices are your eyes and ears in a digital landscape, capturing real-time data and feeding it to a more extensive system for analysis.
Key elements of IoT
Sensors – Imagine a weather station collecting data on temperature, humidity, and wind speed. These are your sensors in IoT, collecting raw data for analysis.
Connectivity – Consider a road filled with signposts directing you where to go. In the IoT realm, connectivity is that road facilitating data flow between devices.
Data processing – Picture an experienced chef taking essential ingredients and turning them into a gourmet meal. Data processing in IoT refines raw data into actionable insights.
User interface – This is like the dashboard in your car, showing your speed, fuel level, and other vital stats. In IoT, the user interface displays data in a digestible format, often on a device like a smartphone or a computer.
Top tips for navigating the IoT world safely
Change default settings: Treat your IoT devices like your house. You wouldn’t keep the default lock, so change the default username and password.
Regular updates: Make sure you keep the software of your devices updated, much like keeping your car well-maintained.
Network segmentation: Just as you keep your valuables safe and separate from your everyday items, keep your IoT devices on a different network from your primary devices like laptops and smartphones.
Two-Factor Authentication (2FA): Like using both a key and a passcode to access a secured area, enable 2FA for your IoT devices when possible.
The benefits of IoT
Improved efficiency: Think about a smart thermostat that learns your preferred temperatures and adjusts automatically, saving you money on energy bills.
Enhanced safety: Imagine a connected smoke alarm that not only sounds an alarm but also sends notifications to your phone.
Better decision-making: If your smartwatch tracks your sleep patterns and suggests changes, you can make informed decisions for better sleep quality.
Your thoughts?
Feel free to share your experiences and thoughts on IoT. Over the past nine articles, we’ve explored various topics ranging from the basics of IT support to cybersecurity and cloud computing. All these elements, including IoT, play crucial roles in our professional and personal lives.
Stay tuned for our final article in this enlightening series, where we will delve into another key area that affects us all, IT-related or not.
Cloud computing and storage - Secrets of the IT department
Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.
The invisible vault that’s closer than you think
Welcome to the eighth article in our enlightening IT secrets series. Today, we’re exploring the jargon-filled universe of cloud computing and storage. Forget about those fluffy white formations in the sky; we’re talking about a robust, invisible digital vault. Much like a bank secures your money, the cloud safeguards your digital belongings – documents, photos, or applications – and makes them accessible no matter where you are.
What is cloud computing and storage?
At its core, cloud computing and storage involve managing and storing data and applications over the internet rather than on physical hardware in your home or office. It’s like renting a storage unit for your furniture and personal belongings, but you’re storing digital data this time. You store your digital assets online, and the ‘landlord,’ or the cloud service provider, handles the maintenance and security. The best part? You can access these assets from anywhere in the world, as long as you have an internet connection.
Why cloud computing and storage matter
You might wonder why you need to understand cloud technology if you’re not an IT professional. Well, cloud technology is increasingly becoming a part of everyone’s life. For instance, when you collaborate with colleagues on Google Docs, you use the cloud. When you store your holiday photos on services like iCloud or Dropbox, you’re also relying on the cloud. It’s like having a digital filing cabinet that you can access anytime, anywhere, making it a practical tool for work and personal use.
Key elements of cloud computing and storage
Public cloud – Think of a bustling public library where you can borrow any book but can’t control who else is in the building. Similarly, a public cloud is available to everyone and maintained by providers such as Amazon AWS or Google Cloud. Because it’s shared, it’s generally less expensive but offers less control.
Private cloud – Imagine a members-only golf club where only members and their guests can enter. In the digital world, a private cloud is for a specific organisation. This setup provides more control over data and applications but often costs more.
Hybrid cloud – Consider this the wardrobe of someone who lives in a city with very varied weather. They might have sundresses, heavy coats, and everything in between. A hybrid cloud allows you to mix and match, using public for some functions and private for others, depending on your specific needs and security requirements.
Infrastructure as a Service (IaaS) – It’s like renting an empty shop space for your business. You get the basic walls, electricity, and plumbing, but you’ll need to bring in your inventory, cash registers, and decor. In IaaS, you rent basic computing resources on which you install your software and applications.
Platform as a Service (PaaS) – Imagine a co-working space where not only is the space provided but also the desks, chairs, printers, and coffee machines. PaaS offers both the infrastructure and the software tools you need to build applications.
Software as a Service (SaaS) – Consider this the digital equivalent of a magazine subscription. You don’t own the magazines, but you get new issues regularly that you can read. Similarly, you don’t own the software but pay a fee to use it, like Microsoft 365 or Adobe Creative Cloud.
Top tips for making the most of cloud services
Understand your needs It’s similar to grocery shopping with a list. Knowing what you need helps you choose the right cloud services for your situation.
Check security features Ensure the cloud service provider offers robust security features like encryption and multi-factor authentication (MFA). It’s like double-checking that a car you’re considering buying has airbags and good crash test ratings.
Backup your data Think of this as having a first aid kit at home; it’s a safety net. Always keep a separate copy of important data stored in another location.
Understand the costs Imagine comparing gym memberships to find the best value for what you need – pools, saunas, or specific classes. Similarly, know what you’re getting for the price you’re paying in cloud services.
Use Multi-Factor Authentication (MFA) This is akin to having both a lock and a security camera at your front door. With MFA, even if someone guesses your password, they’ll still need a second form of verification to access your data.
The benefits of good cloud management
Accessibility: Imagine entering your home with a digital key that you can share with family members. In the cloud, your data is accessible from any internet-connected device, offering flexibility and convenience.
Cost-efficiency: Think of using a bicycle-sharing service instead of buying a bike. You use it when you need it, avoiding the cost and hassle of ownership. Cloud services are similar; you pay for what you use, eliminating the need for expensive hardware.
Security: Like a safe deposit box in a bank that requires multiple keys to open, reputable cloud providers have robust security measures. They use encryption, multi-factor authentication, and other tactics to protect your valuable data.
Scalability: Consider a house with an adjustable design where walls can be moved to create new rooms as your family grows. In the cloud, you can quickly expand your storage and services as your needs evolve, usually with just a few clicks.
We hope you find these insights helpful. The next topic in our series will reveal more behind-the-scenes secrets from the world of IT that directly impact each of us, whether we’re in an IT role or not.
Cybersecurity explained - Secrets to the IT department
Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.
Cybersecurity explained
Welcome to the seventh instalment of our series. Today, we’re focusing on the topic of cybersecurity.
What is cybersecurity, and why does it matter?
Imagine cybersecurity as locking the doors and windows of your house when you leave. You wouldn’t want anyone to get in and steal your valuables. The same principle applies to the digital ‘house’ that is your computer or smartphone.
Cybersecurity is akin to a digital security system for your computer and online activities. It protects your digital assets, such as your personal information and work-related data, from risks such as hacking and phishing scams.
Key elements of cybersecurity:
These include:
Firewall – Imagine a security guard stationed at a building’s entrance. A firewall functions similarly, scrutinising who or what can access or leave your network to ensure only safe interactions occur. Consider it your initial shield against external threats.
Antivirus software – Picture your immune system warding off viruses. Antivirus software serves as your computer’s built-in defence mechanism, actively scanning and neutralising harmful files or programs.
Virtual Private Network (VPN) – Envision a private, secure tunnel through which your data travels. This is especially crucial when using public Wi-Fi, akin to a bustling town square where private conversations should remain private.
Two-factor authentication (2FA) – Think of it as a secondary lock for your door. After inputting your password, you’ll typically receive a text message with an additional code to provide an extra level of security.
Phishing awareness – Visualise a fisherman casting a baited hook into a pond, hoping to get a bite. Phishing emails or messages may appear legitimate but are traps set to capture your personal information. Being aware of these deceptive practices can save you considerable hassle.
Useful cybersecurity tips for everyone
Use strong and unique passwords Picture the keys to your house; you wouldn’t use a flimsy key that could easily break or be duplicated. In the same way, using strong and unique passwords makes it harder for intruders to gain unauthorised access. Combine upper and lower-case letters, numbers, and special symbols to create a robust password.
Be cautious with email attachments and links Imagine receiving a letter in the mail that you weren’t expecting. You’d likely be cautious about opening it. Apply the same caution to email attachments and links, especially from unknown sources. Hover over links to see where they lead before clicking, and scan attachments for malware if you’re unsure about the sender.
Be wary of public Wi-Fi Using public Wi-Fi is akin to having a conversation in a crowded café — you never know who might be listening. Avoid performing sensitive tasks, like online banking, when connected to a public Wi-Fi network. If you must, use a VPN for an extra layer of security.
Stay informed Knowledge of the latest cyber threats is akin to staying updated with the weather forecast. It helps you prepare for what’s coming. Follow reputable cybersecurity blogs or social media accounts to keep yourself in the loop.
Enable Multi-Factor Authentication (MFA) or Two-Factor Authentication (2FA) Consider this as adding an extra security checkpoint at an airport. After going through the initial security screening, you sometimes have to pass through additional checks. It might seem cumbersome, but it adds a crucial layer of security. In the same way, enabling MFA or 2FA on your accounts requires a second form of identification beyond just your password. This could be a text message sent to your phone or a biometric method like a fingerprint. Even if someone cracks your password, they’d still need this second piece of information to gain access.
The benefits of good cybersecurity practices
Data protection – Keeping your digital valuables safe is akin to locking away your jewellery or important documents in a physical safe. By using encryption techniques and secure storage solutions, you can safeguard sensitive information like your medical records or confidential business data from unauthorised access.
Financial security – Protecting your online bank account is as crucial as guarding a wallet full of cash. With the right cybersecurity measures like strong, unique passwords and two-factor authentication, you can drastically reduce the risk of fraud or identity theft that could otherwise drain your bank accounts or max out your credit cards.
Operational integrity – A cybersecurity failure can be likened to a broken lock on your front door; anyone can gain access, disrupting your daily activities. For businesses, this can mean service outages that frustrate customers and lead to loss of revenue. Solid cybersecurity protocols ensure the smooth running of personal and professional digital spaces.
Legal compliance – Meeting cybersecurity guidelines and regulations can save you from hefty fines and legal trouble, much like following the road rules saves you from getting a speeding ticket. Failing to protect customer data in some industries can have severe legal consequences, damaging your finances and reputation.
Each instalment has been crafted to break down complex IT topics into relatable terms and scenarios, making them accessible reads for IT and non-IT folks alike. If any of these areas intrigue you, please check out the previous articles in the series.
Feel free to share your stories and insights. Our next instalment will tackle another topic that impacts us all, so stay tuned.
When disaster strikes - Secrets of the IT department
Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.
Welcome to the sixth instalment in our series of IT secrets. This time, let’s delve into the complex worlds of disaster recovery and business continuity. Think of it as the contingency plans laid out by the emergency services for a large public gathering like the Notting Hill Carnival. There are backup routes, emergency services on standby, and contingencies for almost anything. Similarly, your IT department has its plans ready to activate at a moment’s notice.
What disaster recovery and business continuity means. Are they two different things?
While both terms often get used interchangeably, they serve different but complementary roles. Business continuity focuses on long-term plans and can include elements outside of IT, like supply chain issues or employee training. On the other hand, disaster recovery is specific to IT and aims to restore critical systems as quickly as possible after a disruption.
Why disaster recovery and business continuity matter
This might seem like IT jargon, but it’s far more universal. A robust disaster recovery and business continuity plan can positively impact every area of your work life, keeping you and your projects on track while protecting the wider organisation.
Key elements of disaster recovery and business continuity
These include:
Disaster recovery plan (DRP) – Think of a data centre responsible for operating ATMs across the UK going offline. A DRP would outline steps to restore these critical services quickly.
Business continuity plan (BCP) – Picture your local supermarket. If a power outage knocked out their refrigerators, they’d use backup generators to keep the food fresh. Just like that, a BCP focuses on ensuring that essential functions continue to operate during and after a disruption by implementing alternative plans like remote working.
Recovery time objective (RTO) – Imagine your corporate email server crashes. RTO would measure the maximum time you can afford to be without your emails before it severely impacts business. Could you go for a day or just a few hours?
Recovery point objective (RPO) – If you deleted an important work file, this measures how old the backup file can be for you to work normally. Is a backup from yesterday sufficient, or do you need one from an hour ago?
The benefits of doing this well
Operational resilience – Yyou’re the sort of person who knows alternative routes when there’s a tube or train strike. In the same way, a well-executed plan means your organisation adapts and recovers faster from unplanned events.
Financial protection – Just like having good insurance coverage for your car, a robust disaster recovery plan reduces downtime and financial losses.
Customer trust – If the London Underground constantly broke down, you’d lose faith in it quickly. A solid disaster recovery plan builds trust in your organisation.
Legal compliance – Proper planning saves you from operational headaches and potential legal issues.
Your thoughts
Feel free to share your stories and insights. The next topic in our series will focus on the basics of cybersecurity, another area that directly impacts everyone, whether you’re in IT or not.
Each instalment has been crafted to break down complex IT topics into relatable terms and scenarios, making them accessible reads for IT and non-IT folks alike. If any of these areas intrigue you, please check out the previous articles in the series.
The inventory you didn't know existed - Secrets of the IT department
In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.
Did you know that mismanaging IT assets could cost your company thousands of pounds? Whether you’re a fan of your IT department or not, there comes a time when everyone needs to interact with them. After exploring service level management in our last article, today we’re diving into the fascinating world of asset management.
What is asset management?
Asset management in IT is all about keeping track of the hardware and software that make your organisation tick. Think of it like organising your kitchen. You need to know where every utensil is, its condition, and when to replace it. In IT terms, hardware refers to the physical components like computers, monitors, and printers, while software includes programs like Microsoft Word or your favourite mobile app.
Why asset management matters
Organisations need effective asset management to save time, money and other resources that might otherwise be wasted on unused or redundant technology. Moreover, compliance with licenses and contracts is crucial to avoid legal ramifications.
Key elements of asset management
These include:
Software licenses – ensure that your organisation legally owns the software it uses
Hardware inventory – a list of all hardware devices and where they are located
Lifecycle management – tracking an asset from acquisition to disposal
Compliance checks – regular audits to ensure that all assets are being used per relevant laws and agreements.
The benefits of doing this well
Effective asset management isn’t just about saving money; it’s about creating a more efficient and secure environment. Just like a well-organised warehouse ensures faster customer delivery, effective asset management ensures smoother operations and better service across the board.
Cost savings – avoid unnecessary purchases and get the most out of your existing assets.
Compliance – stay within the legal boundaries of software licenses and contracts.
Efficiency – streamline daily operations by knowing what you have and where it is.
Security – identify and mitigate potential risks tied to outdated or unaccounted-for assets.
Example: A school library
Imagine asset management as a school library’s system to track books, DVDs, and computers. It would be a mess if the librarian didn’t know which items were checked out, by whom, and for how long.
Example: Your personal belongings
In a household context, consider it as keeping an inventory of your valuable belongings for insurance purposes. You would want to know what you have, its condition, and its worth.
Your thoughts
Now that you’re familiar with how asset management works behind the scenes, how does this change your perspective on the IT department and how they support you? Feel free to share your stories and insights.
This article is the fifth in our ‘Secrets of the IT Department’ series, aiming to demystify the essential elements that keep IT running smoothly. Keep an eye out for our next insightful piece.
Measure and improve - Secrets of the IT department
Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.
After exploring incident, change, and problem management, it’s time to delve into how IT departments ensure that all these components work together harmoniously. Think of service level management as the local council that ensures the UK’s National Health Service, rubbish collection, and local schools operate efficiently and meet the community’s needs.
What is service level management?
Service level management involves defining, managing, and tracking the quality of IT services. It sets expectations, measures performance against them, and suggests improvements to ensure IT services meet business needs and objectives.
Why service level management matters
The quality of service provided is crucial for any organisation. It can significantly impact customer satisfaction, operational efficiency, and profitability.
Key elements of service level management
These include:
Service level agreements (SLAs) – contracts that outline the quality of service expected
Experience level agreements (XLAs) – these focus on the quality of the user experience, rather than just the technical metrics
Key performance indicators (KPIs) – metrics used to measure and evaluate service quality
Regular reviews – periodic assessments to check if services are meeting the defined expectations.
The benefits of doing this well
By employing strong service level management, organisations can realise several significant advantages, including:
Competitive advantage – by consistently delivering high-quality services, your organisation stands out in the market.
Risk mitigation – SLAs and ongoing monitoring help you identify and rectify issues before they escalate, reducing financial and reputational risks.
Strategic alignment – well-defined service levels help align IT operations with your organisation’s broader objectives.
Enhanced scalability – effective management provides the framework for scaling services up or down based on demand, enhancing operational flexibility.
Data-driven decision-making – metrics and KPIs provide actionable insights contributing to the organisation’s long-term success.
Example: Train services
Imagine service level management as the body that ensures UK trains run punctually, are clean, and offer good customer service. They set the benchmarks, measure performance, and implement improvements.
Example: A busy café
In a café setting, service level management would monitor how quickly customers are served, the quality of the coffee, and customer feedback. Remedial action is taken to improve the service if any of these metrics fall below the defined standards.
Your thoughts
Now that you’ve learned how service level management impacts the quality of services you interact with daily, what are your thoughts? Feel free to share your stories and insights.
This article is the fourth in our ‘Secrets of the IT Department’ series, aiming to demystify the essential elements that keep IT running smoothly. Keep an eye out for our next insightful piece.
Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.
After diving into the workings of incident and change management, let’s explore another hidden secret of the IT department – this time, problem management. Think of it as the Sherlock Holmes of the IT world, based in a bustling London borough. It’s not just about responding to incidents or facilitating changes; its role is to investigate and uncover why those incidents happened in the first place.
What is problem management?
Problem management is the systematic approach to identifying the root causes of incidents, devising a fix, and preventing recurrence. Unlike incident management, which focuses on quick resolution, or change management, which ensures smooth transitions, problem management aims for long-term solutions.
Why problem management matters
Problem management aims to remove recurring incidents and minimise the impact on the services used across the company. It contributes to a more stable and reliable IT environment, saving time and money in the long run.
The problem management life cycle
The life cycle of problem management usually includes these stages:
Problem identification – recognising recurring or significant incidents
Problem categorisation and prioritisation – assessing the impact and urgency
Root cause analysis – digging deep to find the actual cause
Resolution and closure – implementing a long-term solution
Example: A leaky roof
Imagine a leaky roof in an office building. Fixing the leak is akin to incident management, but finding out why the leak happened in the first place is problem management. Was it poor construction or maybe ageing materials? Once identified, preventive measures can be put in place, using change management.
Example: The frequently crashing software
Let’s consider software that crashes frequently. Incident management will restart the software each time to restore service, but problem management will delve into why it crashes so often. Is it a bug or a hardware incompatibility? Upon finding the root cause, a permanent fix can be implemented, using change management.
The benefits of doing this well
Adopting a robust problem management strategy can lead to:
Operational excellence – organisations streamline their operations by identifying and eradicating root causes of incidents, leading to higher productivity and efficiency.
Financial savings – resolving the root causes of issues means fewer incidents and less downtime, translating into significant cost savings over time.
Increased customer loyalty – a stable, reliable system or service creates a better user experience, increasing customer satisfaction and loyalty.
Proactive risk management – identifying issues before they become incidents can mitigate potential risks, safeguarding the organisation’s reputation.
Business agility – understanding the root causes of problems provides valuable insights that can inform business strategy, allowing the organisation to adapt more quickly to market changes.
By embracing robust problem management, organisations resolve issues and turn them into opportunities for continual improvement.
Your thoughts
We’ve now cracked the case on problem management and its role in ensuring a hassle-free IT environment. Do you have any experiences where identifying the root cause of an issue led to a more effective, long-term solution? Share your stories and insights.
This is the third article in our ‘Secrets of the IT Department’ series. Don’t miss our future explorations into the often-overlooked facets of IT.
Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.
If our previous article on incident management was your introduction to the emergency services of the IT world, then think of change management as the town planner. It’s not just about responding to emergencies but laying out the whole town or city in a way that minimises accidents and traffic jams in the first place.
What is a change management?
Change management is the coordinated approach to transitioning from one state to another, especially when introducing new services, technologies, or processes. Unlike incident management, which is reactive, change management is proactive – it aims to prevent issues before they happen.
Why change management matters
A well-managed change process minimises the risk of service disruptions and improves the system’s overall effectiveness. This means fewer incidents to manage for organisations, better productivity, and happier clients.
The change management life cycle
Similar to incident management, change management also follows a life cycle:
Request for change – identifying the need for a change
Assessment and planning – evaluating the impact and preparing the roadmap
Implementation – rolling out the change
Review – evaluating the success and any lessons learned.
Example: Introducing a new office layout
Imagine your organisation has just expanded its team, leading to a need for additional workspaces. You can’t just move desks and computers without a plan – that’s where change management comes in. It ensures that everyone has access to what they need and that the transition is as smooth as possible.
Example: Upgrading the point-of-sale system at a shop
Let’s say you run a retail shop, and you’ve decided to upgrade your point-of-sale system. If not done correctly, this could result in chaos – unhappy customers and a drop in sales. A well-managed change process would ensure that all employees are trained on the new system and that backups are in place, minimising disruptions.
The benefits of doing this well
Implementing a robust change management strategy offers several advantages:
Business resilience – effective change management allows your organisation to adapt quickly to market shifts, new regulations, or emerging technologies.
Reduced downtime – a well-executed change reduces the risk of service disruption, thereby maintaining business continuity.
Optimised resources – efficient change management processes mean fewer resources are wasted, leading to more cost-effective operations.
Enhanced stakeholder trust – when changes are managed well, it instils confidence in both employees and customers, reinforcing their trust in the organisation’s competence.
Data-informed decision-making – the structured approach of change management ensures that decisions are backed by comprehensive assessments, making each change a calculated, strategic move.
Effective change management isn’t just about averting disaster; it’s about positioning the organisation for greater success through well-executed modifications and improvements.
Your thoughts?
Now that you have a grip on change management, we’d love to know how you’ve experienced change in your work environment. Was it seamless, or did it lead to a cascade of incidents? Share your stories and insights.
This is the second article in our series aimed at demystifying the IT department’s inner workings. Check back for more.
Crisis, what crisis? - Secrets of the IT department
Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.
The art of managing incidents
Incident management isn’t just industry jargon; it’s an essential process that aids organisations of all sizes swiftly and efficiently resolving unexpected issues. Picture it as the hospital A&E department for any problems that crop up, from glitches in a computer network to a broken kettle in the staff room.
What is an incident?
Simply put, an incident is an unexpected interruption or a decline in the quality of a service or process. Incidents can vary from minor inconveniences to major disruptions, impacting anything from your home Wi-Fi to a multinational firm’s data centre.
Why incident management matters
Employing a structured approach to incident management ensures that any issues are rectified in the fastest, least intrusive way possible. This not only pleases customers or employees but also preserves the organisation’s reputation while conserving time and resources.
The incident management life cycle
The life cycle of incident management typically consists of four stages:
Identification – spotting the issue
Classification and prioritisation – assessing its impact and urgency
Investigation and diagnosis – finding out what’s wrong
Response and recovery – fixing the problem and restoring normal service.
Example: The broken kettle
Picture arriving at your workplace only to discover the kettle isn’t working. In incident management, this is categorised as a low-priority incident, and someone gets tasked to sort it out.
Example: The inaccessible company website
Next, imagine if your company’s website crashes. This is a high-priority incident as without it, your company’s customers cannot buy new insurance policies or administer existing ones. A team would be hastily assembled to diagnose and remedy the problem, minimising the outage duration.
The benefits of doing this well
Implementing a top-notch incident management strategy yields many advantages:
Rapid recovery – effective incident management ensures that disruptions are contained quickly, limiting any negative impact on business operations.
Customer retention – swift resolution of issues enhances customer experience and contributes to customer loyalty.
Streamlined communication – a well-defined incident management process improves internal and external communication, providing timely stakeholder updates.
Regulatory compliance – many industries have standards for incident response times; efficient incident management helps you meet these regulations and avoid penalties.
Data-driven improvements – analysing past incidents can offer actionable insights that drive ongoing improvements in the IT environment and broader organisational strategy.
With excellent incident management, organisations can maintain high service quality, even when things go awry, building trust and long-term success.
Your thoughts?
Now that you’re acquainted with the fundamentals of incident management, we’re eager to hear your views. Have you ever had to manage an incident in your workplace? What approach did you take?
Does this small secret from your IT department make what they do make more sense? Does it explain why you have a good or bad impression of your IT department when you contact them for support? What do they do well? What infuriates you?
Service Management: SMEs' path to efficiency and cost reduction
Service management isn’t a tool for big corporations only. Small and medium enterprises (SMEs) can also harness service management principles to minimise costs and maximise efficiency. But what does service management entail for SMEs, and how does it contribute to improved business performance? Let’s explore.
Understanding service management and its importance
Service management represents a strategic approach to designing, delivering, managing, and improving how an organisation uses information technology. For SMEs, it encompasses every process and policy to provide customer value and maintain a competitive edge in the marketplace. The results span far and wide – from enhanced customer satisfaction to improved internal processes and cost control for SMEs.
The role of service management in minimising costs
How does service management keep costs down? Operational efficiency and resource optimisation hold the key. Effective service management ensures that SMEs productively deploy their human, technological, or financial resources.
Consider incident management, for example. A well-defined process to handle IT incidents can dramatically reduce downtime, ensuring business continuity and preventing loss of revenue. Likewise, robust problem management can reduce recurring issues, saving the time and cost of repeatedly dealing with the same problems.
How service management maximises efficiency
Service management isn’t only about cost reduction. It’s also about maximising efficiency and delivering value. Effective service management allows SMEs to streamline their operations, leading to quicker service delivery, improved service quality, and, ultimately, happier customers.
For instance, the change management process ensures that any modifications to the IT infrastructure occur systematically and efficiently, reducing the risk of disruptions. Service level management assists SMEs in setting, managing, and meeting their customers’ expectations, enhancing customer satisfaction and loyalty.
Implementing service management in SMEs
The journey to service management may appear daunting, especially for SMEs with limited resources. However, the right approach can make the benefits outweigh the costs. Start by defining your service management strategy, ensuring alignment with your business goals. Next, identify the fundamental processes that require attention – anything from incident management to service level management.
Invest in a service management tool that matches your needs and budget. This tool should help you automate, track, and manage your service management processes. Lastly, make sure to train your team. Everyone should understand the new processes and their roles within them.
Final thoughts from GWIT
Implementing service management in SMEs might take time, but it’s a journey that can yield significant cost savings and increased efficiency rewards. Where can service management make the most important difference in your operation as an SME? How can you start integrating service management principles into your business processes? Consider these questions as you evaluate your current operations and plan for the future of your business.
We’d be delighted to help, even to facilitate a conversation between SMEs to spread awareness of the benefits and some sharing of the challenges.
Whether you’re the lone tech guru in a small start-up or a part of the sprawling IT landscape in a multinational, you’ll agree that we’re constantly in the trenches, solving problems and quelling IT uprisings.
But, ever thought how much easier it would be if we didn’t have to reinvent the wheel every time? That’s where knowledge management enters the scene.
We often stumble upon the same issues, and without an efficient knowledge management system, we’re forced to solve them from scratch, like a hapless mouse stuck in a maze, repeatedly trying to find the exit. How about that pesky printing issue Mary from Marketing had? John from HR faced the same thing just last week. But, in the absence of shared knowledge, Mary’s solution took two hours, which could have been just a few minutes if somebody had documented John’s experience.
Let’s look at five key benefits of effective knowledge management, each serving as a guide to get us out of the chaos maze, saving time and money, and significantly improving the service experience.
The continuity chronicle
Knowledge transfer isn’t just for when a team member moves on. Indeed, you’ll save countless hours not having to play detective with a former employee’s cryptic code, but what about holidays, sick days, or when specialists are in back-to-back meetings? Knowledge management can be the user manual ensuring business as usual, even when key players are unavailable.
The time travel advantage
Remember how the last system upgrade took ages because the team was learning as they went? With knowledge management, you don’t need a DeLorean to travel back in time. Recalling previous upgrade protocols can slash the learning curve and project timeline dramatically.
The customer service champion
Imagine a frantic client calls about a lost file. With knowledge management, the support team can search the database, find a similar past issue, and restore it in minutes. The client is thrilled, your team shines, and your coffee is still warm. That’s the power of knowledge management in elevating the customer experience.
The innovation incubator
Innovation isn’t just about ideas; it’s about effective execution. By documenting the what, how, and why of past failures and successes, teams avoid past pitfalls and build upon previous achievements, freeing up resources to pioneer new solutions to new issues instead of repeatedly retracing old steps.
The risk mitigation maestro
Say a misconfiguration caused a system downtime last month. Without knowledge management, a team member could unknowingly repeat the same mistake. But, with an updated knowledge management system, this risk is significantly reduced or, ideally, removed.
Sounds fantastic. But how does it translate into actual savings?
Well, consider this – Gartner estimates that a well-implemented knowledge management system can reduce information search time by up to 75%. Let’s say your IT team of 10 spends 20 hours a week on information search and troubleshooting. That’s 800+ hours a month. A 75% reduction means 600+ hours saved. Time that can be redirected to critical projects. If we conservatively estimate the hourly cost at £50, that’s a whopping £30,000 monthly saving, every month.
As for service experience, Aberdeen Group states that companies with a formalised knowledge management initiative achieve an 85% greater customer retention rate. Happy customers equate to repeat business, positive reviews, and referrals – invaluable gains in today’s digital marketplace.
So, IT comrades, it’s high time we embraced knowledge management – not as a buzzword but as a trigger for efficiency, innovation, and growth. Yes, it demands an initial investment of time and effort. But once in place, knowledge management is the gift that keeps giving. From seamless continuity to stellar customer service, from nurturing innovation to mitigating risk – the realm of knowledge management benefits is boundless.
Turn those battle cries into victory roars with the power of knowledge management.
Can GWIT help you develop this secret weapon in your IT team and realise its benefits?
In IT Service Management (ITSM), the ‘first-time fix’ rate often takes the spotlight as a key metric. Indeed, some outsourced IT contracts over the years have incentivised suppliers to deliver high and increasing incident first-time fix performance.
However, let’s explore a different perspective: why a low ‘first-time fix’ rate might be better in incident management. By prioritising root cause resolution, ITSM practitioners can uncover hidden opportunities for improvement and elevate their incident management practices.
Understanding the limitations of ‘first-time fix’
The ‘first-time fix’ rate represents the percentage of incidents resolved without further escalation or rework. While a high ‘first-time fix’ rate is often desirable, solely chasing this metric can overlook the importance of addressing the root cause of incidents. By fixating on closing incidents quickly, we risk perpetuating a cycle of recurring issues, which leads to frustrated users and inefficiencies within the IT support team.
Unleashing the power of root cause resolution
Instead of focusing on a high ‘first-time fix’ rate, ITSM practitioners should embrace a low rate as an opportunity for growth and improvement. By prioritising root cause resolution, we can address the underlying issues contributing to recurring incidents and create lasting solutions.
Consider a scenario where a user experiences frequent application crashes. A technician could quickly restart the application to achieve a high ‘first-time fix’ rate. However, a low ‘first-time fix’ rate would encourage the technician to investigate further, uncovering that the crashes are caused by compatibility issues with a specific operating system update. By addressing the root cause – updating the application to support the new OS version – the technician resolves the current incident and prevents future occurrences for other users.
Benefits of a low ‘first-time fix’ rate
Sustainable Resolutions A low ‘first-time fix’ rate signifies a commitment to long-term stability. Investing time and effort into root cause resolution minimises the chances of incidents reoccurring, resulting in improved user experience and reduced workload for the IT support team.
Continuous Improvement A low ‘first-time fix’ rate fosters a culture of continuous improvement within the ITSM team. It encourages technicians to dig deeper, analyse trends, and identify systemic issues that require proactive measures. This approach leads to more robust systems, enhanced service delivery, and increased customer and employee satisfaction.
Learning and Knowledge Sharing A low ‘first-time fix’ rate prompts knowledge sharing and collaboration among the ITSM team. By encouraging technicians to document their investigations, findings, and solutions, we create a knowledge base that benefits the entire organisation. This shared knowledge empowers team members to develop their skills and capabilities, improving incident resolution and fostering innovation.
Final thoughts
While a high ‘first-time fix’ rate is often considered ideal in IT incident management, embracing a low rate can unlock the power of root cause resolution. By prioritising thorough investigations and sustainable solutions, we create a culture of continuous improvement and drive meaningful change within our ITSM practices. A low ‘first-time fix’ rate signifies our commitment to addressing underlying issues, enhancing user experience, and propelling our organisations towards greater efficiency and success.
GWIT helped Veolia's service management experts to find the 'Why?'
Customer:
Headquarters:
Paris, France
Industry:
Energy/Utilities
Employees:
100,000+
GWIT worked with Veolia’s Digital Service Management team to transform messaging and communications to engage their internal customers worldwide.
It all started with ‘Why?’
Why do the team do what they do? The team know what they do and how they do it. They do lots of things, and therein lay the problem when it came to engaging the vast customer base successfully and succinctly.
Instead of focusing on what the team do and how they do it, we looked at why they do it.
Communicating ‘why the team exists’ became simple and straightforward. A message that quickly resonated with peer delivery teams and with business units across Veolia.
It isn’t just an IT thing either. The team helps legal, HR, finance, facilities, health & safety and other groups in over 65 countries make their work smarter. Some 80,000 Veolia colleagues worldwide have access to service portals built on the ServiceNow platform and maintained by the team.
Working with GWIT has changed the way our business and our customers perceive the DSM team and the value we bring daily. We are all very busy focusing on delivering quality services; there wasn’t much time left over for ‘marketing’. GWIT and Matt especially have bridged that gap for us in a way we couldn’t have thought possible 18 months ago.
Rob Gwatkin, Senior Service Delivery Manager, DSM CoE
Here’s some of what the transformation involved:
A website, reimagined
To increase engagement and to simplify the customer journey, we restructured the team’s intranet site. Information is now easy to find. The new site places emphasis on why the team does what it does. A concise message that customers can quickly relate to.
To reinforce this, the customer journey now gives easy access to success stories from other customers and the opportunity to register to attend events hosted by the service management team on a range of topics. There’s a library of previous event recordings for Veolia employees to peruse too.
The new site and its sympathetic design and ease of navigation quickly received praise from other Veolia delivery and support teams. Teams that are keen to copy and adapt the same approach for their own intranet site offerings.
Customer stories, retold
On behalf of the Digital Service Management team, GWIT now regularly engages with delivery teams and business units across Veolia. We help capture success stories where innovative use of the ServiceNow platform has already made measurable improvements.
Improvements that may include:
delivering consumer-grade experiences to employees;
realising financial or time savings;
increasing productivity; and
reducing digital carbon footprints by, for example, optimising resource usage via automation and integration.
One of the pillars of Veolia’s digital strategy is reuse via ‘copy and adapt’.
By capturing customer stories and communicating successes, innovative solutions that the Digital Service Management team has created with one business unit can be seen and deployed, by all.
Engaging events, scheduled
The team has regularly presented their work on the world stage at industry-led events. There was a need to do the same for the internal customer base.
As the health pandemic prevented gatherings in-person, Veolia’s internal customers from across the globe began taking part in interactive webinars and other events. Customers share knowledge, success stories and explore innovative uses of the ServiceNow platform.
Scheduling, hosting and promotion of such events remains a key part of GWIT’s ongoing commitment to Veolia’s service management success story.
A word from GWIT…
It is a pleasure to work with the team at Veolia. Their knowledge of the service management arena and enthusiasm to seek new and innovative ways of working with the ServiceNow platform is remarkable. The Veolia team treats GWIT as a partner rather than a supplier, something all too rare in today’s business world.
Matt James, GWIT
Ready to be our next success story?
How about an initial half-hour chat about your service management journey and some of the struggles and challenges you face? If we can help, we’ll recommend some next steps. If we can’t help, well, we will be honest.
Play your part in defining what happens next | Photo by Kelly Sikkema on Unsplash
The health pandemic has changed how we do business forever. What went before may no longer be fit for purpose so we must avoid recreating it.
So, what is relevant now? Here’s an approach to defining what comes next.
Things in the world of work are changing, fast.
Customer needs and expectations are not what they were before Covid-19, so the way your business operates needs to adjust.
Matt James, GWIT
Many organisations have started on their digital transformation journey over recent years.
Those that were ahead of the game found themselves better placed to change the way they operated as the pandemic unfolded.
Remote working, increased usage of digital tools, rapid adoption of new delivery methods and adapting to people not being in the same building: just some of the transformations we’ve all seen.
Almost without exception, organisations now need to adjust to whatever comes next.
Focusing on two key questions will help this adjustment:
What do customers need?
How can you show empathy as you adjust your business to meet these revised needs?
Here, we discuss the five-step process GWIT uses when approaching business and digital transformation.
Viewed through the lens of the coronavirus restrictions and learnings, we hope that this approach resonates with you and helps you play your part in defining what happens next.
Matt James
Identify purpose, value and challenges | Photo by Mark Fletcher-Brown on Unsplash
#1 Assess activities to identify purpose, value and challenges
Over many years we’ve been under pressure to do things faster, cheaper and better.
Technology has been there in abundance but so have old-fashioned ways of working.
It might be the curse of the spreadsheet, the Access database back in the day, the bloated email inbox or of course, the filing cabinet in the corner, full of client paperwork.
If we spent a day in the life of one of your team, what activities would their day include and how would they typically go about those activities?
We’ve always done it this way.
The likelihood is that in recent months you have removed the daily commute, the office chit-chat and the lunchtime dash from desk to non-descript food chain outlet and back.
Maybe, you’ve been brave enough to question the value of meetings that are always booked in for an hour, regardless of the topic.
What remains?
Take a look at the activities that make up your working day, working week, working month, working quarter etc. How long do they take? Are they repetitive? How often do you do them?
Remind me, why do we do these things?
Do you do those things because you have always done them? What purpose does the activity serve? Does your customer care about the outcome? How do the activities contribute to meeting the needs of your customers? Could it be better?
Ultimately assess the value of each of the activities.
Do you do things that take a long time but offer little value in the eyes of the customer?
Do you do things that are fast and valued by the customer?
Could you do less of the former and more of the latter?
How do you test whether customers value the activities?
How easy is each activity? Is it easy because you have become very good at doing it over and over again? Where things are difficult or challenging, what are the reasons for this?
Look at what you do and how you do it. What activities do you or your teams carry out that are time-consuming or subject to other challenges?
Do you find that you struggle to find things when a customer queries or chases?
We know customers themselves are redefining their needs and expectations in a post-COVID world. Can you be confident that your work results in delivering personalised, next-level help and value to those customers?
Start to think about what might happen if you suddenly stopped doing some of the activities that take up the valuable time in your working day. For the things you don’t stop doing – might there be easier, alternative ways to operate that also improve the customer experience?
Devise ways of streamlining what you do | Photo by Med Bad Chemmaoui on Unsplash
#2 Devise ways to streamline what you do
Lots of people go to great lengths to avoid having to change anything. It can be quite exhausting.
But often there are significant benefits from making tiny tweaks to streamline what you do.
Are there activities you can just stop doing?
For activities that remain, because they add value, is there a better way of going about things?
Can steps be removed from your processes?
Could delays and ‘wait time’ be removed?
Is there scope for duplication of effort to be eliminated?
Might errors be removed by seeking to take out manual steps and introducing a level of automation?
As the world looks to define what comes next, be mindful that customer needs and expectations may have changed significantly.
Does your previous way of working cut it? What needs to change?
Removing any of these has the potential to make your business more efficient and importantly, to enhance the experience you offer your customer.
While DOTWIMP originated in the manufacturing industry, its adoption will identify savings and efficiencies for you regardless of the nature of your business.
Defects: When customers discover errors in your products or services, the cost of remediation is high, and there is a significant risk of reputational damage.
Overproduction: Do you make things before they are needed – leading to stockpiling / storage challenges?
Transportation: Does work move around your office or factory? Could this be made more efficient, particularly now that we are working remotely or in a COVID-secure way?
Waiting: From delays between departments to time waiting for an individual who may have become a single point of failure. Do you always need to chase that approval? Does everything stop until one person acts?
Inventory: Stockpiling materials and unsold products. Tying up capital expenditure but also risking damage and obsolescence.
Motion: Do employees have what they need in one place – or do they routinely need to seek information or materials from multiple sources, suppliers or locations? Do they need to log in to various systems to do their job? Do they struggle to respond to queries promptly because of this?
Processing: Are you using more steps and more tools than you need to? Particularly important if you’re using technology that you pay for on a consumption basis.
Spotted some things that might help your business if you made some minor changes?
Implement changes at speed | Photo by Ross Findon on Unsplash
#3 Implement changes at speed
Adopt an agile approach. Make changes small but often and earn value every step of the way.
Bring the right people along with you. Enable your team to lead and manage the changes, learning from competitors and other industry leaders.
Make failure a valid option. It is the only way to ensure rapid, agile delivery but with the ability to learn along the way.
Fail fast, fix fast.
Measure and continually improve | Photo by Miguel A. Amutio on Unsplash
#4 Measure and continually improve
Monitor the effect of your changes and look to continually fine tune the way you work.
Give yourself the ability to ‘fail fast’ on the more daring of changes and to adjust your course quickly.
After just a short period, the way things work may be quite different from what had gone before.
Whether you have saved time, reduced costs or enhanced customer satisfaction, measuring the effectiveness of the changes is an essential part of maintaining control and building trust across your organisation and customer base.
Communicate success to foster further innovation | Photo by Franck V. on Unsplash
#5 Communicate success to foster further innovation
Clients are shocked when they look back at their achievements over even a short period.
Not only have they fallen into the trap of delivering things so well and so fast that they consider it normal – they have missed out on the opportunity to celebrate their success and to share the good news stories with their customers.
A key part of the ‘measure and continually improve’ step that we covered above is concerned with having the ability to demonstrate the success of your change initiatives.
Significant time and financial savings can be realised even by introducing small changes. By being outcomes-focused, customer satisfaction levels improve.
Share your successes and encourage your customers to respond and contribute to future successes.
Keen to get started?
How about an initial 1-hour review of the way you work? If we can help we’ll recommend some next steps. If we can’t help, well, we will be honest.
Using ServiceNow to make business operations more sustainable | Photo by Martin Adams on Unsplash
During a session at ServiceNow’s global conference, Knowledge 2020, Veolia demonstrated how they use ServiceNow to govern global use of the Google Cloud Platform.
A consumer-grade service experience for employees and near real-time deployment of cloud resources, the solution encourages innovative adoption of cloud technologies.
Benefits include a 75% reduced risk of uncontrolled cloud cost coupled with high adoption and customer satisfaction levels.
Sustainability is a core value in Veolia’s business operation. This solution helps us significantly reduce our digital carbon footprint.
Martin Black,Veolia
Across Veolia the concept of digital sobriety is gaining increasing traction.
Digital sobriety reduces and optimises cloud resources so we only use what we need.
It is no longer OK to track costs. As an architect you’ve got to think about value and optimise solutions before even a line of code is written.
Martin Black, Veolia
We are able to deliver cloud environments to Veolia’s business units in 45+ countries in a controlled manner, fast.
Managing the lifecycle of those environments takes place using digital workflows within a single system of record, ServiceNow, including automated monitoring of budget and performance matters.’
