For over 30-years, standard (ITIL) ticket management practices have remained unchanged. Yet, IT support teams still struggle with timeliness. Service experiences still suffer.

 

When technology positions us in a world where anything is possible, surely there has to be a better way?

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In 2016, I set out to answer this question and quickly reached the conclusion that there is a far better way, one that had remained undiscovered because no one had stepped back to rethink how support should be done.

 

In 2021, I introduced over a dozen ITIL "infill" practices that when brought together, remove every common operational issue (all 21).

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With an illustrative first year ROI of 900%, a support service founded on Activity Prioritisation (Patent Pending), Expectations Management, Contribution Recognition, and other elements of ITSM Flow Management, take teams, managers, and service to extraordinary new heights.

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The ideal time to adopt them is when change is already happening for a client:

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• When moving to a new ITSM tool, which might also be; 

• When moving to a managed service provider;

• When a support service is struggling (turns red) and needs focused intervention, to prevent it from regressing in the future.

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Clearly, the movement should start with a leading Managed Service Desk provider.

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I hope you will want to consider this opportunity by reading the Business Case.

 

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Thank you,

David

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