Search found 18 matches

by nzmoko
Tue Jun 23, 2015 7:55 pm
Forum: ITIL Discussion
Topic: Product Manager and creation of service levels
Replies: 5
Views: 8983

Product Manager and creation of service levels

Hi all, it's been a while... New job and new challenges. I thought I would throw this out there. ITIL books are not clear (for me). Service Strategy talks about some roles, one of which is the Product Manager. In our company, our Product Managers set and own service levels and collect the revenue. T...
by nzmoko
Tue Aug 24, 2010 10:08 pm
Forum: Problem Management
Topic: KPI confusion
Replies: 6
Views: 8174

KPI confusion

Any insights welcome, I have seen all sorts of KPI's for Problem Management and to be quite honest, it's confusing to me. Example: # of incidents reduction in the # of incidents Which one is a KPI? Some say both whilst others say reduction... Some even say the reduction is a metric. Ugh! Thanks in a...
by nzmoko
Fri Jun 25, 2010 12:39 am
Forum: Problem Management
Topic: Demonstrating the ROI to a customer
Replies: 5
Views: 7798

ROI

Thanks for your feedback. Customer sat is something we do measure so we can always demonstrate that as one of our KPI's that feeds one of our CSF's (Improved Service Quality). Internally, it's quite easy to show the operational cost via touch-time calculations, how long it takes to do "stuff" and pr...
by nzmoko
Mon Jun 14, 2010 10:59 pm
Forum: Problem Management
Topic: Demonstrating the ROI to a customer
Replies: 5
Views: 7798

Demonstrating the ROI to a customer

Our organisation sells Problem Management explicitly as a service - we have a lot of customers that buy into the service and have a leveraged team of 14 Problem Managers. I'm keen to get your views on how you sell the benefits of Problem Management to the business/customer. Typically, we use a ROI c...
by nzmoko
Mon Jun 14, 2010 6:49 pm
Forum: Problem Management
Topic: Problem Managers that are technically clueless
Replies: 11
Views: 13577

I make a habit of ensuring that when I hire a problem manager, technical experience is not a pre-requisite (in my decision analysis objectives, technical experience is weighted a lowly 3 out of 10).

Problem Managers that aren't technical facilitate well, influence well and stay out of the content.
by nzmoko
Mon Jun 14, 2010 6:24 pm
Forum: Problem Management
Topic: IT training for Root Cause Analysis
Replies: 8
Views: 12516

KT

Thanks... While I agree each problem will be different, there are techniques used to help facilitate effective rca (ie kepner-tregoe). Just wondering if anyone has any past experience with any of these types of offerings on the market etc KT is indeed a process to identify the RC of a problem (in a...
by nzmoko
Wed Jul 08, 2009 11:52 pm
Forum: Problem Management
Topic: Problem Fix timescales
Replies: 39
Views: 35354

Assigning Priority for Problem

by nzmoko
Wed Jul 08, 2009 10:47 pm
Forum: Problem Management
Topic: Couple of basic problem management questions!
Replies: 7
Views: 9264

by nzmoko
Thu Apr 30, 2009 7:51 pm
Forum: Problem Management
Topic: Changes for problems
Replies: 6
Views: 9359

Sorted

by nzmoko
Thu Apr 30, 2009 7:48 pm
Forum: Problem Management
Topic: Proactive PM - trending on Calls
Replies: 7
Views: 9999

Proactive PM - trending on Calls

by nzmoko
Mon Apr 13, 2009 10:19 pm
Forum: Problem Management
Topic: Changes for problems
Replies: 6
Views: 9359

Re: Changes for problems

by nzmoko
Tue Apr 07, 2009 6:59 pm
Forum: Problem Management
Topic: Changes for problems
Replies: 6
Views: 9359

Changes for problems

by nzmoko
Sun Dec 14, 2008 3:00 pm
Forum: Problem Management
Topic: Major Problem Review
Replies: 7
Views: 9772

Got there in the end...