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Bob Black

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April Virtual Open House tomorrow at 4pm ET

Posted By Bob Black 04-25-2024 02:15:48 PM
Found In Egroup: IT Service Management \ view thread
Greetings friends, After a break last month, our monthly cadence resumes tomorrow at 4 pm ET. Our typical approach is to do a round of introductions where we give people an opportunity to share what's on their mind. Recent conversations have centered around: ITSM Tool deployments / switches Asset ...

No Monthly Virtual Open House for March

Posted By Bob Black 03-28-2024 08:36:19 AM
Found In Egroup: IT Service Management \ view thread
Greetings everyone, I am out of the office for an unplanned family emergency this week and will not be able to host our monthly open house this Friday. We will convene the last Friday of April at 5 pm ET and look forward to catching up with you all then. ------------------------------ - Bob Black ...

RE: IT Service Management Platform

Posted By Bob Black 03-28-2024 08:13:00 AM
Found In Egroup: Instructional Technologies \ view thread
The CG periodically conducts a survey on this topic, but it looks like it's been a while. I've attached the most recent one I could find from ~2021 that should give you a reasonable snapshot of the most popular platforms. ------------------------------ - Bob Black Director, IT Process and Planning ...

RE: IT Service Management Platform

Posted By Bob Black 03-28-2024 08:12:42 AM
Found In Library: Instructional Technologies

monthly Virtual Open House resumes today at 4 pm ET

Posted By Bob Black 01-26-2024 07:00:51 AM
Found In Egroup: IT Service Management \ view thread
Happy New Year! Our monthly virtual open houses resume for 2024 this afternoon. For those new to the community, we try to meet on the last Friday of each month at 4 pm ET and chit chat about ITSM. Our typical approach is to do a round of introductions where we give people an opportunity to share what's ...

RE: Ticket Categories

Posted By Bob Black 01-05-2024 08:07:00 AM
Found In Egroup: IT Service Management \ view thread
We've taken some steps to normalize our ticket classification scheme across our Enterprise Service Management deployments, which range from facilities and HR to our one stop and other specific use cases. We are TDX. Our IT deployed before service offerings and forms existed, so that app is behind schedule ...

RE: Workload Automation Tools/Platforms including SOAPs

Posted By Bob Black 12-05-2023 07:53:16 AM
Found In Egroup: DevOps \ view thread
I'm entirely sure if it's the same general question, but we did an informal survey back in August of 2022 about what integration platforms people are using. See the thread at https://connect.educause.edu/discussion/cross-post-informal-survey-on-integration-and-automation-tools-5#bm2d4a5b0d-27df-411f ...

RE: November Virtual Open House shifting to Friday 1 December to close our 2023 sessions

Posted By Bob Black 12-01-2023 08:09:27 AM
Found In Egroup: IT Service Management \ view thread
Last reminder that our normal "last friday" Open House shifted to "first friday" to close out 2023 today at 4 pm ET, 1 December 2023, via zoom. miamioh.zoom.us/j/84359900987 Bring your best ITSM story of 2023 or use the group as an accountability partner to set your 2024 ITSM New Year's resolution. ...

RE: November Virtual Open House shifting to Friday 1 December to close our 2023 sessions

Posted By Bob Black 11-27-2023 06:49:11 AM
Found In Egroup: IT Service Management \ view thread
A quick reminder that our normal "last friday" Open House for November shifted a week to the first Friday of December at 4 pm ET, 1 December 2023, via zoom. miamioh.zoom.us/j/84359900987 Bring your best ITSM story of 2023 or use the group as an accountability partner to set your 2024 ITSM New Year's ...

November Virtual Open House shifting to Friday 1 December to close our 2023 sessions

Posted By Bob Black 11-20-2023 06:31:00 AM
Found In Egroup: IT Service Management \ view thread
Greetings all, We're shifting things around a little this month given that the holiday season conflicts with our normal meeting time of the last Friday of the month in November and December. Instead, we will meet via zoom on Friday 1 December, 2023 for our last hurray this year: miamioh.zoom.us/j/84359900987 ...

RE: IT Service Review Template

Posted By Bob Black 10-31-2023 02:35:28 PM
Found In Egroup: IT Service Management \ view thread
A few resources that may help. Our service level management practice documentation that guides our service reviews to a large extent https://miamioh.teamdynamix.com/TDClient/2385/ITSM/KB/ArticleDet?ID=110824 The deck from a presentation I did at an Ohio conference on our service review process. ...

October Virtual Open House tomorrow @ 4 PM ET

Posted By Bob Black 10-26-2023 01:50:47 PM
Found In Egroup: IT Service Management \ view thread
Greetings all, Bring a spooky zoom background to this month's virtual open house to chit chat about ITSM. I'd love to see us continue discussion on some of the prompts from the in-person Educause conference: What are you working to automate? What role do you see generative AI playing in ITSM? ...

ITSM Poster Prompt - ITSM Success Stories

Posted By Bob Black 10-13-2023 08:32:01 AM
Found In Library: IT Service Management (ITSM)

ITSM Poster Prompt - ITSM Success Stories

Posted By Bob Black 10-13-2023 08:32:00 AM
Found In Egroup: IT Service Management \ view thread
Hello everyone, It was nice seeing so many folks at Educause spreading the love of service management. At our ITSM Poster (attached) this year, we included prompts for people to answer throughout the conference. We didn't get as much participation as I'd hoped to see, but thought we could continue ...

September Open House today at 4pm ET

Posted By Bob Black 09-29-2023 06:34:00 AM
Found In Egroup: IT Service Management \ view thread
Greetings all, Fair warning that I will be in transition for the first 15 minutes of this month's virtual open house. I plan to start the event from my phone and continue from my home office when I arrive. Nonetheless, I hope you have some time to stop by and talk service management. There is no ...

RE: MiamiOH Metrics Journey webinar re-scheduled for 14 September at 3pm ET

Posted By Bob Black 09-18-2023 06:42:01 AM
Found In Egroup: IT Service Management \ view thread
The recording of last week's MiamiOH metrics journey is available on the ITSM wiki at https://sites.google.com/educause.edu/educause-cg-webpages/itsm/itsm-events?authuser=0#h.aogpnj9ke1re Thanks to chat moderation assistance from Alysia, Chris, and Mark! and many thanks to the folks asking questions ...

RE: MiamiOH Metrics Journey webinar re-scheduled for 14 September at 3pm ET

Posted By Bob Black 09-13-2023 06:58:38 AM
Found In Egroup: IT Service Management \ view thread
Greetings everyone, I hope the dust has settled from your start of term. A brief reminder that I'll be sharing the MiamiOH metrics journey tomorrow, Thursday 14 September, at 3 PM ET via zoom at https://miamioh.zoom.us/j/85389041347?pwd=OXMxUnRzRitBd1VVZkJBbDNBTERzdz09. No registration required and ...

RE: Poke the bear - Logging inquires

Posted By Bob Black 09-07-2023 10:07:33 AM
Found In Egroup: IT Service Management \ view thread
At least for us, our classification scheme is multi-dimensional. The big ones we push for accuracy and trusthworthy data: Type: Incident, Service Request, Change, etc Service: IT Service from the catalog Request Model (when available): Specific request model invoked by way of catalog. If it is ...

RE: Setting SLA Metric Thresholds

Posted By Bob Black 08-31-2023 07:15:45 AM
Found In Egroup: IT Service Management \ view thread
There is typically an implied "mean" in front of those metrics mean-time-to-resolve and mean-time-to-escalate, etc. Having said that, I despise mean and averages but it is the norm and common practice. This book by Dan Savage, The Flaw of Averages, gets at some of the problems when using averages to ...

August Virtual Open House today at 4pm EDT

Posted By Bob Black 08-25-2023 06:34:10 AM
Found In Egroup: IT Service Management \ view thread
Greetings all, I'd wager most of us are in the heat, some quit literally, of the start of semester chaos. Take a break and talk ITSM. There is no official agenda for these sessions; it's an open forum to discuss all things service management (and some things not): challenges you are facing, developments ...