IT Service Management

Incident Manager Weekly Checklist

I recently contacted a customer – an Incident Manager – whom I'd spent some time helping with his Incident Management procedures. He told me that things were going fine, but that some staff were not calling customers back within the 1 hour target of logging Incidents set down in the SLA (or not recording they had done so), and so he'd needed to sent a couple of emails.

I was strangely pleased to hear this, as it meant he was acting as an Incident Manager should – using the weekly checklist we'd drawn up to monitor that procedures are followed and following up where they aren't.

Designing Good Knowledge base Documents

This is a follow-on from my earlier Knowledge base Structure post, where I defined something called enterprise content, looked at describing your consumers, creating Catalogs, and creating some example documents that will ‘set the style’ for the content you are going to create.

This post is all about the enterprise content documents themselves – what I think works best, and some pitfalls to avoid.

Short Documents are Best

Designing your Knowledge base Structure

In this post, I’m going to continue talking about Knowledge base content – I started this thread here, and added a diversion thread here.

I’m going to write about content you write or create yourself, which is about many of the specific things you have to do, and some of the issues that arise when trying to create content of this kind. I’ll refer to this as enterprise content – as it’s (usually) unique to a given company or organisation.

Getting Started

Knowledgebase - Content is King

My post today is all about Knowledge base content, and how you can make a start creating your own.

First of all, I’ll offer a definition in my own words. What is a Knowledge base?

It’s a special kind of database for storing a workgroup's or organisation’s knowledge and expertise. Typically a Knowledge base contains articles that relate to fault fixing, how-to documents, user guides, white papers and so on. There is also usually a retrieval system (often a search engine) and way of classifying and grading content.

How do you Recruit a Service Delivery Manager?

A customer asks for help in recruiting a Service Delivery Manager. Essentially what they seem to be looking for is someone to act as a catalyst for IT service management in their company – someone to get the process started, drive improvements, mould the team.

So how do you go about recruiting successfully? Our customer wonders what you’d write, how you define the job, how do you advertise?

So What do Incident Managers Do All Day?

I’m asked to write this blog post for someone who has recently stepped into a new Incident Manager role. In order to help someone get started, what kind of things do Incident Managers do?

Ideally of course you’ll have worked for an effective Incident Manager yourself, in an effectively-managed IT service management operation. If not, and particularly you are promoted unexpectedly, it can be a bit daunting.


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