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Running Your Change Management Process

“When implementing Changes it’s not just a case of hitting a bit red button and shouting “fly my pretties, fly” to an imaginary army of flying monkeys” Following on from my previous post about surviving implementation, here’s some advise on running your Change Management process aka The Day Job. In Change Management your key areas to focus on are: Recording and processing the Change Change... 

Change Management – Surviving Implementation

The super power of a change manager is an “invisible shield”, just like Violet from The Incredibles One of the things I’m getting asked about most this year is about getting the basics right – how to actually do change management in the real world. We all know that having good processes in place protect us all, ensures we meet regulatory guidelines and are generally just common... 

Availability, Incident and Problem Management – The New Holy Trinity? (part 2)

Following on from part one, here are my next seven tips on on how to use availability, incident and problem management to maximise service effectiveness. Tip 4: If you can’t measure it, you can’t manage it Ensure that your metrics map all the way back to your process goals via KPIs and CSFs so that when you measure service performance you get clear tangible results rather than a confused set... 

Availability, Incident and Problem Management – The New Holy Trinity? (part 1)

So here’s the thing. We all know that incident and problem management, if working well, can reduce interruptions to the end user and improve service quality for the business. From an end user’s perspective though, availability is the name of the game. While most organisations have the basics covered with incident management, how many use problem & availability management to look at the underlying... 

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