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Author: Ryan Ogilvie

8 and a half Cringe Worthy CAB Comments

May 22, 2018 Ryan Ogilvie

We have all heard these before, whether in a change advisory board meeting, a go-no-go or some pre-change implementation gathering—statements…

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Posted in: Change Management Filed under: Change Management, ITIL, ITSM

Building BRM into the Service Desk

May 16, 2018 Ryan Ogilvie

Like many people, when I started out in IT support I started out on a service desk. While I was…

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Posted in: Service desk Filed under: BRM, ITSM, Service Desk

Use Metrics to Optimize Service Delivery

May 9, 2018 Ryan Ogilvie

I want you to think about all the different types of organizations you worked for. Whether they were Finance, Communications,…

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Posted in: Metrics Filed under: Improvement, ITSM, Metrics, service delivery

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