測量和管理

在強調使用數據在管理方面的重要性時後,有一句話經常會被引用,如果你無法測量,你將無法有效的管理。 有些人拿著這個念頭就聯想,只要有足夠的數據就可以解決問題。當收集與積累大量的數據以後,希望就可以找到關鍵的洞察力,而我們也能明確的知道在下一步該做什麼。 不過也許我們首先該作的是問一個這個問題,我們最終最希望看到什麼結果?以及我們需要在什麼樣的環境/現實中使用? 在確定所要的管理結果之後,我們再問需要的是什麼數據,以及收集數據的投資是否會超過了收益。 在測量之前,先問問適合的問題。所收集的數據將會更有意義。

Metrics and Analytics

ITIL has a DIKW (Data, Information, Knowledge, Wisdom) model. I like the model with an enhancement from “The Cognitive Enterprise” by Bob Lewis and Scott Lee. I think judgment is situational but necessary. [https://www.amazon.com/Cognitive-Enteprise-Bob-Lewis-ebook/dp/B018MS4WKK] By applying structure to collecting metrics, we gain information. By applying analytics to the information, we gain knowledge. By applying expertise…

Change Management Process Design – Part 2

This post is part two of a series where we discuss the ITIL-based Change Management process and how to put one together. In the previous post, I presented some design considerations such as goal/purpose; the intended scope; and roles and responsibilities. In this follow-up post, I will discuss additional process governance and planning elements. Categorization…

Problem Management Process Design – Part 3

This post is the third and the final installment of the series for designing a problem management (PM) process for your organization. Previously we discussed the elements and considerations that should go into designing a problem management process. We elaborated those considerations further with a sample list of process requirements, a sample process flow, and a…

COBIT 5 and What You Can Leverage for ITSM Work

ISACA recently released COBIT 5, a governance and management framework that can help organizations create optimal value from IT. If you are familiar with COBIT, hopefully you have already downloaded the framework documents. If you are not familiar with COBIT or ISACA, follow this link to get more information on the framework. In this post, I…