I’ve encountered a lot of confusion about the difference between Metrics, Key Performance Indicators (KPIs), and Critical Success Factors (CSFs) so let’s talk about that.* First let me just say that Metrics unto themselves are useless. This is a Metric. Isn’t it lovely? Just a dot on a graph. Of course it has a value …
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I Hate Swim Lanes

June 27th, 2017 | Posted by Don Boylan in Tools - (0 Comments)

As a Process Engineer, I spend a lot of time in Visio, and even though I have been formally trained in Business Process Modeling Notation (BPMN), I usually rely on just 5 symbols when creating my process flow diagrams. These can all be found in Visio’s Flowchart – Basic Flowchart Shapes palette: Although I have …
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Have you ever heard the saying “If all you have is a hammer, then everything is a nail”? This saying is often applicable to corporate environments when you only have a few (or one) of the core ITIL processes in place. Since no company can simply let broken computers stay broken, they all have some …
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Ticketing System’s Categorization

March 29th, 2014 | Posted by Don Boylan in Tools - (0 Comments)

From the ITIL Community Forum Q: I have been asked to review and re-work an implementation of HP OVSD and need to redefine the Category, Sub Category, Product and Problem classes. Although I have a good idea of the type of options to include, I am looking to align the application as close to an …
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From the ITIL Community Forum Q: Can you please suggest the best way to handle the follow up calls in a virtual, global helpdesk environment ? A: My suggestion would be to have the VRU ask if the caller if they are calling about a previously reported issue. If they respond that it is (push …
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From the ITIL Community Forum Q: I work for a large organization.  We have several different groups responsible for Development for new applications and fixes to the existing systems we already in place. We have no way to formally request a fix or new application other than submitting a Magic Service Desk trouble ticket or …
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