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Involve yourself in the Service Excellence project
The project team desperately needs your feedback on the processes, tools, and training that are being created for the July 21 launch of our new Incident Management, Service Catalog Management, and Request Fulfillment processes using TeamDynamix. The team has completed our first build of the Incident Management process. During the 2 demos and 6 focus…
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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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