Blogs

July 17, 2022

10 Steps to Effective Upline Management and Governance for Your Business

It is often said that success in business is all about having a clear and effective strategy. This is especially true for businesses with a complex or matrix organizational structure, which can be difficult to manage without effective upline management and governance system.

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July 17, 2022

The Employee Engagement, Enablement, & Empowerment Process

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.

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June 22, 2022

When There Is No Compelling Reason To Change, The Result Is Status Quo

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.

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June 22, 2022

DWS Service Desk Rescue Series: Reducing Call Handle Times

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.

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June 14, 2022

What Are The CIO & Operational Leaders Focused On?

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.

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June 7, 2022

DWS Service Desk Rescue Series: The 17 People Management Systems

Organizational success is dependent on implementing organizational change that understands the delicate and essential interactions between management systems, technology, and processes. but also realizes the importance of an effective employee engagement, enablement, and empowerment system. 

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June 7, 2022

DWS Service Desk Rescue Series: The 16 Upline Management & 4 Governance Systems To Drive Operational Stability

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.

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June 7, 2022

DWS Service Desk Rescue Series: The 4 Key Management Disciplines To Drive Operational Stability

In the 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. 

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June 7, 2022

DWS Service Desk Rescue Series: The 4 Key Management Systems To Drive Operational Stability

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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June 7, 2022

DWS Service Desk Rescue Series: The 7 First Line Management Systems To Drive Operational Stability

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.

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May 27, 2022

The Surprising Truth about Employee Performance Assessments

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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May 13, 2022

DWS Service Desk Rescue Series: The State of IT Self Service: Successes, Struggles and What's Next

Self-service is an important part of many digital transformation initiatives, but it's not always easy to implement. The promise of self-service is a seductive one.

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May 13, 2022

How to Manage a Large-Scale Fixed Price Project: Profit and Risk Management Strategies

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.

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May 10, 2022

DWS Service Desk Rescue Series: Why the Dispatch Rate from the Service Desk Matters and What You Can Do About It

The dispatch rate from the service desk to other teams is crucial since it indicates the efficiency of the desk.

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May 10, 2022

DWS Service Desk Rescue Series: The 23 Operational Management Systems To Drive Operational Stability

Operational Management is a fundamental part of any organization and it plays a vital role in the success of the organization.

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May 9, 2022

DWS Service Desk Rescue Series: Everything Starts With Leadership - The 4 Key Leadership Qualities

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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May 9, 2022

DWS Service Desk Rescue Series: The 15 Core Operational Management Systems to Drive Operational Stability

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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May 8, 2022

DWS Service Desk Rescue Series: Turnover: The Good, the Bad, and the Ugly

Every organization experiences turnover or attrition. It is simply a fact of life. However, how you deal with it can make all the difference in the world. 

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May 8, 2022

DWS Service Desk Rescue Series: Cost per Ticket - The Metric that Measures the Success of Your Service Desk

Service desks that don't have a handle on their Cost per Ticket are missing out on an important metric. Service and support managers need to know their Cost per Ticket in order to measure the success of their service desk.

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May 8, 2022

DWS Service Desk Rescue Series: Within The IT World, Let’s Look At Some Service Desk Issues

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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May 7, 2022

DWS Service Desk Rescue Series: Client Journey Management - How to Make Your Clients' Lives Easier

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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May 7, 2022

DWS Service Desk Rescue Series: How to Manage Your Service Desk Staffing Levels

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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May 7, 2022

DWS Service Desk Rescue Series: Why Agent Utilization is Important and How to Calculate It

In today's business world, it is more important than ever to ensure that your resources are being used in the most efficient way possible.

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May 7, 2022

DWS Service Desk Rescue Series: The Importance of Communication and Updating Your End-Users

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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May 7, 2022

DWS Service Desk Rescue Series: The Benefits of Service Level Management

Service level management is a process that provides a structured approach to the collection, measurement, and reporting of key metrics. It also aims to improve the relationship between business and IT and improve the overall quality of service.

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May 7, 2022

DWS Service Desk Rescue Series: Service Desk Analytics As a Service Outline

Within the world of IT, the Service Desk is the single point of contact for all services a company provides to its employees.

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May 7, 2022

DWS Service Desk Rescue Series: Sample IT Operational Issues - Details

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.

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May 7, 2022

DWS Service Desk Rescue Series: Reducing Wait Times

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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May 7, 2022

DWS Service Desk Rescue Series: Reducing Volume Of Calls

The goal of volumetric ticket analysis to reduce the number of service disruptions is to uncover key patterns and trends hidden within the ticket data that can help you to avoid future service disruptions or respond and resolve them much faster.

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May 7, 2022

DWS Service Desk Rescue Series: Improving Ticket Backlogs

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.

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May 7, 2022

DWS Service Desk Rescue Series: Improving MTTR

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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May 7, 2022

DWS Service Desk Rescue Series: Improving First Call Resolution (FCR)

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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May 7, 2022

DWS Service Desk Rescue Series: Implementing Total Quality Management

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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May 7, 2022

DWS Service Desk Rescue Series: Implementing Continual Service Improvement

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.

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May 7, 2022

DWS Service Desk Rescue Series: How to Identify Factors That Impact Client Experience

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.

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May 7, 2022

DWS Service Desk Rescue Series: How To Leverage Data, Analytics, and AI To Improve The Client Experience (CX)

The Service Desk Client Experience Series tries to uncover characteristics that have an influence on the Client Experience, both positively and negatively.

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May 7, 2022

DWS Service Desk Rescue Series: Cherry Picking - The Danger of Avoiding Difficult Tickets

It's easy to understand why customer support agents might want to avoid difficult tickets. These tickets can be frustrating and time-consuming, and they don't always offer the most positive outcome.

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April 18, 2022

The Importance of KPIs and Dashboards in Business: How to Effectively Use Them

In order to be successful, companies need to track their performance and measure it against specific goals. This is where key performance indicators (KPIs) and dashboards come in.

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March 28, 2022

100th Blog Post: My Analytics Journey

Take the time to learn all aspects of what you do. And most importantly, enjoy what you do!

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March 28, 2022

4 Leadership Qualities and 7 Management Systems

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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March 28, 2022

What is the 5-WHY Decomposition Methodology?

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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March 28, 2022

A Case For Better Analytics: Mind Over Machine?

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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March 28, 2022

Accelerated Assessment Framework

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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March 28, 2022

Are You Dealing With Issues & Escalations That Are Getting Out Of Hand?

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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March 28, 2022

Can You Fix The Hot Dog Stand?

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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March 28, 2022

Can You Relate To Some Of These Business Challenges?

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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March 28, 2022

Challenges facing many organizations

The goal of every business is simple: Increase Customer Satisfaction, Generate more Revenue, and Maximize Profits.

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March 28, 2022

Guiding Principles Of Ticket Analysis – Improving Client Experience (CSAT, Escalations, FCR, Backlogs, MTTR, Employee Experience)

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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March 28, 2022

What Are The Common IT Challenges That Most Organizations Face?

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.

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March 28, 2022

Common Lessons Learned From Delivery Excellence Assessments

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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March 28, 2022

CORE-A3 - Availability Management

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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March 28, 2022

Contact Center Optimization

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.

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March 28, 2022

Does Your Leadership Focus On Technology Or People?

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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March 28, 2022

Do These Thoughts and Feelings Resonate With You and Your Staff?

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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March 28, 2022

Employee Experience Assessment (Sample)

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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March 28, 2022

Employee Performance Reviews Assessment

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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March 28, 2022

Everything Starts With Leadership - The 4 Key Leadership Qualities

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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March 28, 2022

FLM 3 - Technology & Tools Management

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.

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March 28, 2022

Fortified Change Management Process

The Fortified Change Management Process is a process to ensure that any Failed Changes or Changes Implemented with Problems are minimized.

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March 28, 2022

Global Delivery Insights

As organizations look to offshore business functions to reduce cost, they generally overlook the glaring issues with the outsourcing environment.

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March 28, 2022

Global Delivery Pitfalls

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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March 28, 2022

GROUP A - Major Incident Management

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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March 28, 2022

GROUP A - Problem Management

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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March 28, 2022

GROUP C - Performance & Capacity Management

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.

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March 28, 2022

GROUP C - Backup & Recovery Management

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.

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March 28, 2022

Guiding Principles For Implementing A Root Cause Analysis Program

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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March 28, 2022

Guiding Principles For Knowledge Management

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.

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March 28, 2022

Guiding Principles Of A Quality Ticketing Monitoring (QTM) Program

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.

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March 28, 2022

Guiding Principles Of Automation

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?

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March 28, 2022

Guiding Principles Of Developing And Narrating Analytics Insights

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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March 28, 2022

Guiding Principles of Financial (Billing, Revenue, GP, Cost) Management

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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March 28, 2022

Guiding Principles Of Ticket Analysis – P1 & P2 Analysis

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.

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March 28, 2022

How Do You Improve Customer Satisfaction/Client Experience In Your Organization?

Clients expect their products and services to be available when they need them, whether they are internal or external.

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March 28, 2022

How Critical Are First Line Managers

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.

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March 28, 2022

How Do You Present Your Insights To Your Audience?

Once You Have Completed Your Analysis. How Do You Present Your Insights To Your Audience?

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March 28, 2022

How Do You Sustain Your Improvement Initiatives?

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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March 28, 2022

How Does An IT Operations Analyst Go Beyond Stabilizing Operations?

So how does an IT operations analyst help with revenue, profits, and client experience?

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March 28, 2022

How To Slice N Dice The Data

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.

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March 28, 2022

How To Strengthen Client Relationship Management

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.

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March 28, 2022

How Will You Respond When The Senior Leaders Ask You For Your Insights and Recommendations?

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.

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March 28, 2022

How Will You Respond When The Senior Leaders Ask You To Improve Resonse/Resolve Times?

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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March 28, 2022

Is Your Reporting & Measurements System Helpful?

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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March 28, 2022

Journey To Becoming An IT Operational Analyst - Module 0 - Course Introduction

So, you want to be a data analyst specializing in IT operations

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March 28, 2022

Journey To Becoming An IT Operational Analyst - Module 0.1 - Introduction

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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March 28, 2022

Journey To Becoming An IT Operational Analyst - Module 0.2 - Can You Fix The Hot Dog Stand

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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March 28, 2022

Leadership Is Not Enough. What are the 4 Key Management Disciplines Needed To Improve IT Operations?

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. 

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March 28, 2022

Let's Look At Some Specific Types of IT Operational Issues

What are some of the types of operational issues that an organization can face?

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March 28, 2022

Guiding Principles Of Ticket Analysis – Improving MTTR (Mean Time To Restore)

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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March 28, 2022

Pick an area of specialty within the broader data analytics and data science field.

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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March 28, 2022

Services (Delivery) Excellence As a Service

The approach to conducting Services Excellence/Delivery Excellence/Operational Excellence Assessments. These assessments can be a feeder into the Ticket Analytics.

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March 28, 2022

Shift Left Framework

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.

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March 28, 2022

Structured Approach To Conducting Any Analysis

The following is a structured approach to conducting any analysis.

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March 28, 2022

The Continual Service Improvement Manager/Coordinator

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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March 28, 2022

The Age Old Battle Between Projects and Operations

As a new Project Manager, having the right management and governance systems in place is critical to the health and success of the project.

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March 28, 2022

The Emergence of The Operational Management Reference Framework

What you have before you is the operational management reference framework developed over 30+ years of global IT operations experience, across 100+ clients.

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March 28, 2022

The Employee Engagement Journey

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?”

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March 28, 2022

The Importance of Domain Experience

To be successful in this space, you need to have domain experience and a strong business sense/acumen.

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March 28, 2022

The Shift Left Principle

Shift Left is a principle that focuses on sharing knowledge within the organization.

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March 28, 2022

The Journey To Becoming Data Analyst (IT Operational Analyst)

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.

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March 28, 2022

Theoretical vs Applied Data Analytics

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.

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December 11, 2020

Our End-to-End Ticket Analytics Methodology and Timeline

A Jñāna Optimized Unified Delivery Model ensures that the Total Quality Management process focuses…..

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December 11, 2020

Our End-to-End Ticket Analytics Methodology and Timeline

A Jñāna Optimized Unified Delivery Model ensures that the Total Quality Management process focuses…..

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