Kenneth Gonzalez
This list is for followers of my Service Management blogging at HDIConnect. I want to hear about the topics that you want to hear about in the blog. I'll add a few candidates to start the voting... the rest is up to you. I'll work hard to provide you with timely and relevant content that will help you help your organization.
"Ready, Fire, Aim" is a bad method to follow, when considering the start of a Service Management initiative. How do you get started off right? What do you need to pay attention to? How do you measure success?
What is the relationship between Service Support Management and Service Management? How does/can one influence the other? What are the latest trends?
What are the major frameworks at play in Service Management? How are they used? How do you identify which will help you? Do you need to choose just one? What about standards?
Lots of people talk about organizational culture, but few really define it. What is it? How can you impact it? What are the consequences of avoiding it?
What metrics should I pay attention to? What perspectives do different metrics serve? How do you ensure you're working on the right things? How do maturity models fit into this equation? What does maturity mean to me? to my customer?
Whether it's your customer, an executive sponsor, one of your peers or a subordinate, the ability to effectively lead and communicate are a keystone of the successful service management initiative. What can we do to enhance our ability to lead and communicate?
Whenever you hear the term service management, it's quite often followed with the term "best practice". unfortunately, many times the term actually goes undefined and is just assumed. What is a best practice? What does it mean to me? Where do you find them? How do you select them? How do you use them in your organization?
What are the key artifacts at play in a Service Management initiative? How are they used most effectively? How do they relate to one another?
Whether we like it or not, technology is at the core of our everyday work. What is the proper fit of technology within a service management initiative? How do you select it? How should you implement it? What is the role of automation? What should we expect from it?
There are as many theories about what job roles are relevant in a service provider organization as there are practitioners. Which job roles are essential? Where are the responsibilities defined? What knowledge, skills and abilities are required to be successful in a given role?
