Real World Experience Shared

Month: December 2020

Experience Level Agreements


For years, Service Managers have agonised over the definition and development of Service Level Agreements, Operational Level Agreements and Key Performance Indicators as ways of measuring the quality of the IT service delivered to end users. Outsourcing put more on measurement as a part of supplier performance management.

Pillars of a Great Service Desk

The 4 Pillars of Great Service

As the Service Desk continues to evolve and extend its reach across the enterprise, I thought it was a good time – as the year comes to a close – to think about what makes a great service. I am thankful to the Service Desk Institute for the inspiration behind the four pillars of Speed, Accessibility, Accuracy and Usability.

Test Strategy

Why We Need a Test Strategy

So today I was asked, by a major project, to review their test plan and test cases. I asked ‘can I see the test strategy’. There were lots of blank faces around the virtual room and, after a long pause, the Project manager suggested that a strategy was not needed.

ITIL Glossary

The Service Management Lexicon

Today I am thinking about the ITIL glossary as I am promiscuously flirting with IS Security again. I have been asked to assist with an MCAS implementation delivering CASB and DLP. My joke about a loving a good TLA fell short of course as both MCAS and CASB are 4 letter acronyms.

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