If you have never owned or worked in a hot dog stand, can you really be in a position to advise the owner on how to achieve its goals and objectives or how to overcome its challenges?
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To begin the process of understanding the current landscape, we start with the accelerated assessment. This helps to identify areas of strengths and areas of focus.
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In the age of Big Data and Analytics, it's surprising to see that many organizations still struggle with the ability to extract meaningful information from their data repositories, information that can give them invaluable insight into better understanding their operations.
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Take the time to learn all aspects of what you do. And most importantly, enjoy what you do!
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As enterprises struggle with inconsistent service, inability to maintain basic service levels, and poor service availability, the results are revenue losses, negative customer experience, and reputational damage.
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As we discussed previous blogs, these core processes which are part of the operational management framework, are essential in ensuring operational stability.
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When issues associated with requests are not resolved in a manner that is satisfactory to the Requester of the issue, an escalation may be initiated resulting in senior executives and multiple people being unnecessarily involved. How the escalation is responded to and acted upon can have a significant impact on the client relationship.
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The ‘Five Whys’ is the simplest method for root cause analysis. Take each presumptive cause and ask ‘why’ continuously until you exhaust that line of questioning.
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Clients, whether Internal or External, expect their products and services to be available when they need them. Any disruptions in the form of unplanned interruptions or degraded performance can have a significant impact on the ability of the Users to conduct their business and have a negative impact on the business performance in the form of impacted revenues, profits, and customer/employee satisfaction.
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While there are many managers who are leaders, people need to understand that not all managers have leadership qualities. Many just focus being in charge of administrative tasks and making sure that the day-to-day operations go as planned.
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The goal of every business is simple: Increase Customer Satisfaction, Generate more Revenue, and Maximize Profits.
Learn More >Executives and Management will state they have a balanced approach to managing the business. However, Operations teams will state that the focus is largely on technology, tools, and processes and not on the people.
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Our goal with our Delivery Excellence Assessment Service is to provide data-driven insights for improving delivery excellence across the organization.
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The move to a global delivery model should be more than simply reducing delivery costs by accessing diverse pools of labour, It’s should also be about leveraging global delivery alternatives and accessing a network of high-quality skills to help meet growing demands for innovation.
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As organizations look to offshore business functions to reduce cost, they generally overlook the glaring issues with the outsourcing environment.
Learn More >An employee performance evaluation is an opportunity for both the employee and the manager to review the employee’s job performance, the quality of their deliverables, strengths, and areas of improvement with respect to documented expectations.
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An employee performance evaluation is an opportunity for both the employee and the manager to review the employee’s job performance, the quality of their deliverables, strengths, and areas of improvement with respect to documented expectations.
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How do you identify systems to better engage, enable, and empower employees so that the organization is better positioned to meet its Revenue, Profit, and Customer Satisfaction targets? How do you improve the connectedness of the employees with the organization?
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The Fortified Change Management Process is a process to ensure that any Failed Changes or Changes Implemented with Problems are minimized.
Learn More >What they fail to realize is the impact of employee connectedness on the service disruptions. When employees are not engaged, not empowered, or not enabled, the availability, reliability, maintainability, and serviceability of the organization will be at risk.
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As a result of the stringent focus on revenue growth and cost-cutting, the consumer is left with decreasing levels of service, while employees are increasingly harried as they are left to do more with fewer resources.
Learn More >A Jñāna Optimized Unified Delivery Model utilizes the Tools Management Systems to ensure that each tool currently used is described in detail, as well as how it is deployed, configured, and functioning with the expected skill levels for the staff that are eligible to use it. This system provides a reference framework of core base tools and a template to document department-specific tools that every organization should implement to establish an optimized Unified Delivery Model.
Learn More >The term leadership gets thrown out quite a bit. However, what does it mean when someone says you are a good leader or what does it mean when someone says you have good leadership qualities?
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The identification of common IT Challenges have been developed from extensive global experience across a diverse set of industries and countries. In each case, it was the same issues, having the same impact, and caused by the same underlying reasons. The Jnana IPC Analytics Framework has captured these issues and using our proven toolset, we are able to identity and provide recommendations to remediate the issues in a timely manner.
Learn More >The Availability Management process ensures services are available for consumption and are up and available under the conditions of established service level agreements.
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A Major Incident is defined as an event that has a significant impact or urgency and demands an immediate response. The process objective is to ensure that when a major incident has been identified, the major incident management manager will work with various resolver groups to restore the service in a timely manner.
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Knowledge Management focuses on how an organization identifies, creates, captures, acquires, shares, and leverages knowledge. Systemic processes support these activities, which also enable the replication of successes; All of these are specific actions organizations need to take to manage their knowledge.
Learn More >As service disruptions rise in organizations, resulting in loss or potential loss of the availability or performance of services, the task of detecting, reporting, analyzing, tracking and correcting the service disruptions falls to the Problem Management team.
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The Quality Ticket Monitoring Process is designed to ensure that any and all work that is being produced is assessed for the right level of quality. The Process ensures that all team members are executing in a unified/standardized manner.
Learn More >Organizations that don't adequately manage performance and capacity not only expose key business operations to unnecessary risk, but also invite cost inefficiencies attributable to under- or over-utilized resources.
Learn More >Have you considered the benefits of artificial intelligence (AI) or intelligent or smart automation for IT support yet? Think about your IT service desk for a moment. How well is it faring as the business and IT landscapes rapidly change around it? And how many of the common IT service desk issues does it suffer from?
Learn More >The Root Cause is the factor, or factors, that when eliminated or changed, will prevent the recurrence of a given or like problem. Root Cause Analysis (RCA) is a technique to identify, document and implement cost-effective solutions to eliminate the actual cause of a problem, not just the symptoms, and prevent recurrence of the same or like problem.
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A Jñāna Optimized Unified Delivery Model ensures that the Continual Improvement Process leverages the Reporting & Measurements, Analytics & Optimization, Quality Management, Knowledge Management, and Training Management processes to drive the Shift Left Strategy in the organization. The ultimate goal is to increase End-User uptime and availability by driving issues towards End User Self Enablement, Automation, and Self-Healing.
Learn More >The Backup & Recovery process ensures that data is backed up and made available in the event of a disaster to protect organizations against data loss. In the event of a failure, the back-up copy of the data can be used to restore critical information. Failures can come in all forms, from hardware and software failures to data deletion due to malicious events or accidents. In Such cases, restoring the lost or affected data from a backup allows the organization to resume key business functions.
Learn More >A Jñāna Optimized Unified Delivery Model utilizes Financial Management Systems that provide Senior Managers the skills and confidence they need to analyze and interpret financial information for improved decision making.
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When You give a presentation in front of an audience, you have a certain aim in mind. Your goal is to influence someone's decision or action.
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Imagine you have a deadline to get a proposal out and suddenly your email is not working. You call the service desk and you discover that either you are just waiting in the queue or you are told you will have a 4 hr wait. What would you do?
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So what causes high Average Handle Times and how can you reduce it? For that, we will once again refer to our Operational Management Reference Framework.
Learn More >Clients expect their products and services to be available when they need them, whether they are internal or external.
Learn More >Once You Have Completed Your Analysis. How Do You Present Your Insights To Your Audience?
Learn More >A Jñāna Optimized Unified Delivery Model ensures that the Total Quality Management process focuses on ensuring that all supporting activities that are undertaken by IT to provide a service are adhering to the agreed to quality standards.
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First Line Managers are critical to the well-being of an organization as they directly manage and have great influence over employees who perform the day to day operational work.
Learn More >The P1 & P2 process focuses on restoring a disrupted service as quickly as possible to minimize the impact to the business. When a service experiences an unplanned interruption or is experiencing degraded performance, an Incident is raised to remediate the disruption.
Learn More >As enterprises struggle with inconsistent service, inability to maintain basic service levels, and poor service availability, the results are revenue losses, negative customer experience, and reputational damage.
Learn More >Reducing the volume of calls is crucial for any organization looking to optimize its customer service operations. A high volume of calls means the contact center is either suddenly flooded with more than the expected volume of calls, or the contact center is seeing a gradual increase in the regular calls. This can be achieved by implementing effective self-service options such as knowledge bases, FAQs, and automated chatbots that can provide instant solutions to common problems.
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So, you want to be a data analyst specializing in IT operations
Learn More >Now ask yourself, if all the podcasts you are listening to, books you are reading, posts you are liking, certifications you are achieving, will help you in this situation.
Learn More >So how does an IT operations analyst help with revenue, profits, and client experience?
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A Jñāna Optimized Unified Delivery Model understands that success is dependent on implementing organizational change that not only understands the delicate and important interactions between technology, processes, and people, but realizes the importance of an effective employee engagement & enablement system.
Learn More >To those who are looking to become successful in the data analytics and data science field, I offer the following advice: Pick an area of specialty within the broader data analytics and data science field.
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You have made a great decision. Every company has an IT department. The size of the IT department can vary from company to company in terms of the number of teams and the number of people. But all companies have an IT department, and those IT departments have some degree of issues. Largely because of issues with Operational Management.
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As the amount of collected data increases, so do the number of reports and associated metrics. However, as the focus shifts to gathering and presenting the data, many organizations fail to analyze the data to extract insights.
Learn More >Building relationships with the clients ensures that you are fully aware of each other, you understand each other’s requirements and have regular and open relationship in furthering the partnership.
Learn More >A challenge that many organizations have is the ability to extract meaningful information from their data repositories, information that can give them valuable insight into better understanding their operations.
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What are some of the types of operational issues that an organization can face?
Learn More >In a previous blog, we talked about the 4 leadership qualities that every leader must possess. We discussed why leadership is essential and how it can positively impact your business.
Learn More >In this blog, we will take some of those IT issues and break them down in further detail to obtain a better understanding. Using this approach, you can then apply this to any issue you encountered.
Learn More >Imagine yourself sitting in a room with the CIO, CTO, and other operational leaders who are asking you for your views on what is negatively impacting response and resolve times with respect to the service disruptions as well as service requests.
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If you have never owned or worked in a hot dog stand, can you really be in a position to advise the owner on how to achieve its goals and objectives or how to overcome its challenges?
Learn More >The Mean Time To Restore (MTTR) Analysis process focuses on understanding the effectiveness of restoring a disrupted service as quickly as possible to minimize the impact to the business.
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Within the world of IT, the Service Desk is the single point of contact for all services a company provides to its employees.
Learn More >Nearly every post or update on Linkedin has to do with new technology. Whether it's the Cloud, Analytics, Big Data, Virtualization, new Software, new Hardware, or new Services. The focus is always on something new and something shiny.
Learn More >Shift Left is a principle that focuses on sharing knowledge within the organization.
Learn More >Shift Left is a principle that focuses on sharing knowledge within the organization. The aim is to continually shift support from the costly constructs of traditional onsite and labour-intensive support to a more intelligent model driving incident resolution closer to the source—the user.
Learn More >In this post, I will provide some visualizations to support the Ticket Analytics initiative.
Learn More >The approach to conducting Services Excellence/Delivery Excellence/Operational Excellence Assessments. These assessments can be a feeder into the Ticket Analytics.
Learn More >The following is a structured approach to conducting any analysis.
Learn More >As a new Project Manager, having the right management and governance systems in place is critical to the health and success of the project.
Learn More >To be successful in this space, you need to have domain experience and a strong business sense/acumen.
Learn More >What you have before you is the operational management reference framework developed over 30+ years of global IT operations experience, across 100+ clients.
Learn More >Continual Improvement is about never being satisfied with the status quo. It is a mindset and behavior about always looking to improve yourself and your environment.
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A Jñāna Optimized Unified Delivery Model utilizes the Crisis Management System to ensure that when a crisis strikes anytime, anyplace, disrupting the organization and impacting its brand, the teams are ready to respond.
Learn More >As you can see, you can't solve something which you do not understand. Before any technology and tool can be used, you have to use your probing skills and domain experience to understand what it is you will be solving.
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A friend with 25+ yrs of service, recently told me that, “The Employee Engagement surveys are ridiculous, no one looks at them, none of the submitted suggestions have been implemented, and nothing has changed in the years we have been doing these surveys. So why bother?”
Learn More >The Backlog Analysis process focuses on understanding the flow rate of tickets, the processing rates, SLAs and Client/Supplier availabilities to establish a process behaviour. Once this is established, the process aims to identify the root cause of why there is an aging backlog. Could it be a lack of queue management, lack of proper reporting and measurements, lack of management oversight, lack of resources, workload dynamic shifts, or could it be a host of other factors contributing to the aging backlog.
Learn More >The lack of a proper understanding and diagnosis can lead to delayed resolution times, increased impact on the business, and poor client experience.
Learn More >A service disruption is when a service experiences an unplanned interruption or experiences degraded performance.
Learn More >As much as we focus on the technical and theoretical aspects of Data Analytics and Data Science - I hope at some point, people start talking from an Applied standpoint.
Learn More >Turn data-driven insights into powerful narratives or stories that would grab the attention of all stakeholders and compel them to listen.
Learn More >An IT operations analyst becomes extremely important to an organization because they can harvest the data for insights that can lead to identifying where there are strengths and where there are weaknesses.
Learn More >What are the 13 Stages of Jnana Analytics?
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The Service Desk Client Experience Series tries to uncover characteristics that have an influence on the Client Experience, both positively and negatively.
Learn More >What Impact Does IT Operational Instability Have On The Business’s Ability To Achieve Its Goals?
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The previous blog talked about the four fundamental management disciplines: organization and management systems, processes and procedures, technology and tools, and mindsets and behaviours. These four can be further broken down into a more detailed view.
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CIO’s are already challenged due to financial constraints, competitive risks, and ageing, and, rapidly changing technology. What they do not have time for is a disruptive IT environment that adds to their overall problems.
Learn More >With analytics, your goal is normally to change how someone decides or takes an action.
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The Upline Management and Governance systems established and executed by the senior leadership team are essential in ensuring that the day-to-day operations are aligned with the organization's strategic objectives.
Learn More >As organizations look to strengthen their Digital Workplace Services through purchasing of new services or through optimizing existing services, they are struggling to make sense of the landscape.
Learn More >The Client Experience Analysis process aims to establish a mechanism where data can be harvested to identify factors that have both a positive and negative impact on the Client Experience.
Learn More >The lack of an effective data collection mechanism, reporting program, and KPIs to measure business performance, can prevent an organization from truly understanding what is taking place.
Learn More >The first call resolution is an important measure of Service Desk performance because not only does it have a great influence on the overall client experience, but it also has a large impact on the total cost of ownership.
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At a very high level, every business has three goals: generate revenue, maximize profits, and improve client experience.
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So what makes achieving the goals of improving client experience, generating revenue, and maximizing profits so difficult in today's times?
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To drive urgency for change and overcome Status Quo Bias, you must educate prospects about unconsidered needs, unmet or yet unknown obstacles or missed possibilities inhibiting their business growth.
Learn More >The Mean Time To Restore (MTTR) Analysis process focuses on understanding the effectiveness of restoring a disrupted service as quickly as possible to minimize the impact on the business.
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In a previous blog, we were looking at general IT operational issues. In this blog, we will look at some of the issues that specifically touch the service desk.
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When it comes to fixed price projects, there are a lot of things that need to be taken into consideration in order to ensure profitability and manage risk.
Learn More >If you're running a service desk, then you know that client journey management is essential to keeping your clients happy.
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The goal of the communication and ticket updates process for end-users is to provide updates on tickets in a timely and efficient manner. Updates should be clear, concise, and accurate. Communication should be proactive, professional and courteous.
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It can be difficult to maintain staffing levels at your Service Desk when the workload seems to keep increasing. And it's no wonder - with more services being supported and second-level tasks shifted to the first level, there's just more for your team to handle!
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A Jñāna Optimized Unified Delivery Model ensures that the Total Quality Management process focuses…..
Learn More >A Jñāna Optimized Unified Delivery Model ensures that the Total Quality Management process focuses…..
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(Full Environmental Scan Of All Services)
Application Analytics(Applications, Email, VPN, Password, Printer Issues)
Delivery Excellence Assessments(Operational Health Check of Enterprise Performance, Tower(s) Performance, or Services Performance.)
