Tag Archives: ITIL

An image of people posting inquiries to a world map

Explain IT activity & enterprise value

An image of people posting inquiries to a world map
Is my network functioning? That's the short measure by which many employees judge the IT department. Explaining how complex service plans, upgrades, and retirement activities unfold is difficult. We helped by mapping the functions of a service desk and support organization to a worldwide gas exploration company. Now part of Shell, BG Group used the process maps to explain and optimize how service desk, service lifecycle, and service support boost business productivity. Do you have important information Read more

Visual dashboards for project tracking

Engaging illustrations make it easier to communicate status updates. A quick, visual read of progress supports understanding among participants so they can stay on track and know what's coming next. I've gathered a few examples from different clients here to show the diversity of approaches available. If your timeline spans years, it's certainly helpful to retain some editing capabilities to reshuffle priorities. We used powerpoint in this Forest Service example to outline several critical Read more

Visual depiction of ITIL service request framework

The USDA Forest Service contacted me to help in describing their improved approach to managing thousands of technical service requests. Our Forest Service manages land resources across the country, and the requests coming into the CIO vary widely from mobile land radio support in remote woodlands to more common requests for software and hardware upgrades and management. Read more