Category Archives: Business Models

ITIL service desk management

What’s behind a Service Desk request?

ITIL service desk management
Working with BG Group, we developed this ITIL view of how requests are handled. The three types of inquiries include information requests, service requests, and incidents. All require different steps though ultimately contribute to a knowledge base that helps the IT group more efficiently assess and solve needs in the future.   Read more

Rollout SAP communications that improve adoption

REC Silicon is a producer of Silane for use in computer screens, solar panels, and other industrial applications. Several years ago I assisted in a communications program to upgrade their SAP software and install the information technology infrastructure library, or ITIL. We developed visual communications to explain how these changes would benefit employees and branded the program for interest. There were PowerPoint templates and presentations for local office representatives to use in communicating Read more

Infographics for cloud-based products and services

Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset – their people. Recently we helped Mercer develop a presentation for an integrated, cloud-based service offer to share at a consulting technology seminar. Here is their starting point followed by options sketched and presented to convey the major benefits of integrating services in one easy-to-access portal. And Read more

AutoDesk’s organic animated organization chart

I saw this on Fast Company this morning and thought to post it here. If you’ve ever thought you were in the belly of a beast this might be the visual proof you need.

Changes to the company are mapped over four years with nodes representing the 7,000 employees getting reorganized regularly.