Category: Secrets of the IT department

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Discussion topic Secrets of the IT department service management

Secrets of the IT department – Part 4

Secrets of the IT department - Part 4 - Measure and improve
Secrets of the IT department - Part 4 - Measure and improve

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.

Measure and improve

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:

  1. Service level agreements (SLAs) – contracts that outline the quality of service expected
  2. Experience level agreements (XLAs) – these focus on the quality of the user experience, rather than just the technical metrics
  3. Key performance indicators (KPIs) – metrics used to measure and evaluate service quality
  4. 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.

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Discussion topic Problem management Root cause Secrets of the IT department

Secrets of the IT department – Part 3

Secrets of the IT department - Part 3 - Problems are good
Secrets of the IT department - Part 3 - Problems are good

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.

When problems make things run more smoothly

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:

  1. Problem identification – recognising recurring or significant incidents
  2. Problem categorisation and prioritisation – assessing the impact and urgency
  3. Root cause analysis – digging deep to find the actual cause
  4. 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.

Categories
Change management Discussion topic Productivity Secrets of the IT department

Secrets of the IT department – Part 2

Secrets of the IT department - Part 2 - Calm, not chaos
Secrets of the IT department - Part 2 - Calm, not chaos

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.

Calm, not chaos

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:

  1. Request for change – identifying the need for a change
  2. Assessment and planning – evaluating the impact and preparing the roadmap
  3. Implementation – rolling out the change
  4. 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.

Categories
Discussion topic Incident management Productivity Secrets of the IT department

Secrets of the IT department – Part 1

Secrets of the IT department - Part 1 - Crisis, what crisis?
Secrets of the IT department - Part 1 - Crisis, what crisis?

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.

Crisis, what crisis? 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:

  1. Identification – spotting the issue
  2. Classification and prioritisation – assessing its impact and urgency
  3. Investigation and diagnosis – finding out what’s wrong
  4. 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?