Collaborate and Communicate
Modern IT service management relies on open communication and collaboration amongst your teams, the business and suppliers to ensure visibility within processes and activities, fostering a culture of shared responsibility and feeding the desire for continual service improvement.
As with all business functions, the IT function should not operate in a silo, working behind closed doors to deliver 'magic'.
As work progresses or stalls for more information, all relevant information should be conveyed to all related parties to ensure there is no ambiguity over the progress or lack of progress in managing a workload or deliverable.
A clear RASCI model for all (major) IT activities should be drafted to ensure that the communications lines are clear understood. A RASCI model (or similar) demonstrates that significant thought has been put in to the workload communication to address risk and specifically delays through missed or inadequate communications.
Engagement with IT
- Immediately send feedback to end-user confirming receipt
- Forward ticket to relevant IT Teams for gap analysis (what is happening and what should be happening)
Gap
- Contact end-user and inform him you are working on his ticket
- If stuck on Identification of the issue, send feedback to the end-user and/or call a meeting with them
- If issue found, let the end-use know
- Create a work package to apply the necessary fix (standard change, normal change, emergency change)
Work Package
- Confirm with end-use that the work to fix the issue is being started
- If the fix requires the end-use involvement or user acceptance testing arrange a meeting with them
- Give routine feedback on the progress of the fix
Deliverable
- Organise Change Approval
- Schedule the change with the relevant parties and communicate it to the business
- Publish any register of lessons learnt and distribute to IT (and the business if needed)
- At the scheduled time perform the change (managing backups, downtime etc.)