Service Management from the Top Down

Joe Wynne is a versatile Project Manager experienced in delivering medium-scope projects in large organizations that improve workforce performance and business processes. He has a proven track record of delivering effective, technology-savvy solutions in a variety of industries and a unique combination of strengths in both process management and workforce management.

If you want an effective IT service management process, you may have to hold your nose. It’s not the improved service and customer satisfaction that is problematic…it’s the “getting there”. With the number of stakeholders at all levels (some of whom will not benefit from the changes), this effort will challenge the friendliest of cultures. But there is no substitute for doing this right and achieving an effective, long-lasting solution.

Here are three basic steps to doing it correctly, whether you are starting from scratch or re-building an obsolete system.

Step 1: Build the Scaffolding

  • What it is: It’s the organizational policies upon which all the remaining should be based. This is not just shelfware. It is documentation of goals, agreements, values and principles communicated by leadership.
  • Why you avoid it: It appears far removed from the real details you need to manage. Shouldn’t you get right to the details? And won’t it take too long to get leadership review and approval?
  • Why you have to hold your nose: You need leadership to sign off on the policies for documentation that is input to the remaining levels of detail. Policy statements will be used in training new and existing workers--and to lubricate the way for the future development of the service management process. Policies are the …

Please login or register below to read the rest of the article.

Members login here:

If you were a member of gantthead.com, you are already registered here--just use the same username and password to login and enjoy the same valuable resources and connections you have come to rely on.

OR

OR

ADVERTISEMENT

Not a member yet? Sign up here:

You must have JavaScript and cookies enabled to use this website. Please enable javascript and refresh this page.
How do I enable JavaScript in my browser? | How do I enable cookies in my browser?
  • required fields
  • First Name
    Last Name
  • Pick a password
    Confirm your password
  • please enter the text below:


  • You must have JavaScript and cookies enabled to use this website. Please enable javascript and refresh this page.
    How do I enable JavaScript in my browser? | How do I enable cookies in my browser?

  • projectmanagement.com is accredited under Return Path's Sender Score Certified™ Program. The Sender Score Certified Program helps to increase successful email delivery by requiring senders to adhere to a set of specific email standards. For more information, please see www.senderscorecertified.com.
ADVERTISEMENTS

I am not the boss of my house. I don't know how I lost it. I don't know when I lost it. I don't think I ever had it. But I've seen the boss's job and I don't want it.

- Bill Cosby

ADVERTISEMENT

Sponsors