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Incident? What Incident? I don’t do incidents
Have you ever found yourself in one of these situations? A client contacts you directly about a problem they are having with some application You notice that an application is misbehaving and fix it before anyone else even notices You get an alert form a monitoring system that something is malfunctioning (or about to be)…
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No more Outages!
Now wouldn’t that be nice!? The Service Excellence project will launch a new Major Incident process which makes radical departures from our current practices. We will no longer have incidents we call “Outages”. Instead, we will have incidents with varying severity levels ranging from 1 to 5 The Major Incident process is invoked automatically anytime a…
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The Service Excellence Project is breaking all the rules!
…and that’s a good thing! Some of the most uncomfortable aspects to the Service Excellence program center around changes we are making to the way we approach this project. Here are some commonly held rules…and how we are breaking them. Rule #1 – We decide what projects to tackle and when to tackle them based…
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Sign-up for a Service Excellence Project Focus Group
The Services Excellence Group is look for a group of engaged IT staffers to take an active role in the development of new processes and the roll out of the new TeamDynamix tool to support those processes. We are seeking your participating in one of three focus groups that will take place this Friday, 5/16,…
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Service Excellence (TeamDynamix) Demo this Wednesday
Your first opportunity to view a demo of TeamDynamix is: Wednesday, 5/14, at 10 AM Visit us in 309 Hoyt or Join us via the Webex Link on the Service Excellence Program Google site TeamDynamix is the the tool that will replace Symantec ServiceDesk this summer for our incident management process. This demo is the…
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