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Bob Black

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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 ...

RE: ITSM Presentation to Non-IT Service Depts

Posted By Bob Black 08-22-2023 09:50:58 AM
Found In Egroup: IT Service Management \ view thread
We have a playbook that we often use. This is designed to be a conversation piece that triggers conversations around pain points, value, and potential solutions. There is some tool specific stuff in there but we largely focus on the service management practices moreso than specific tooling. https: ...

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

Posted By Bob Black 08-18-2023 07:49:00 AM
Found In Egroup: IT Service Management \ view thread
Greetings all, Apologies again for the need to re-schedule this event; things are now stabilized and I'm eager to share our metrics journey and kick off our series of panelists who will also begin sharing theirs. For content, the recordings of the three prior introductory panel discussions, on 3 April, ...

RE: Instructure/Canvas pricing increases

Posted By Bob Black 07-31-2023 07:00:55 AM
Found In Egroup: CIO \ view thread
FWIW I mentioned this thread to our IT vendor management person and they noted that we're leveraging some sort of Internet2 pricing. If you are a member of Internet2, you might want to explore that path or it might even be worth becoming a member... ------------------------------ - Bob Black Assistant ...

POSTPONED - Metrics Examples and Lessons Learned at MiamiOH

Posted By Bob Black 06-20-2023 06:26:00 AM
Found In Egroup: IT Service Management \ view thread
Hello everyone, Due to a family emergency, I need to postpone the metrics presentation planned for this afternoon. I'll be in touch with a new date and time soon. My sincere apologies. I look forward to sharing our journey soon. Kind regards, ------------------------------ - Bob Black Assistant ...

Reminder: Metrics Examples and Lessons Learned at MiamiOH next Tuesday, 20 June at 3 PM ET

Posted By Bob Black 06-15-2023 08:47:00 AM
Found In Egroup: IT Service Management \ view thread
Greetings all, As you return to the office from Juneteenth this weekend, you should join me as the first of our Metrics and Dashboards series panelists to share the MiamiOH experience. I've collected a host of practical examples and lessons learned. I have examples spanning three categories of metrics ...

RE: Metrics Panel Series: MiamiOH use case and metrics journey on 20 June at 3 pm ET

Posted By Bob Black 06-08-2023 06:46:11 AM
Found In Egroup: IT Service Management \ view thread
Session will be recorded and posted to the wiki. To be fair, we are using the transcripts of these sessions to help us draft some technical papers for the ITSM CG about metrics and measurement practices. So, the recordings also help us generate those transcripts. I should also add that it's not too ...

Metrics Panel Series: MiamiOH use case and metrics journey on 20 June at 3 pm ET

Posted By Bob Black 06-06-2023 07:22:00 AM
Found In Egroup: IT Service Management \ view thread
Greetings all, Over the next few months, the CG series on Metrics and Dashboard will present several individual journeys and use cases to provide practical examples and lessons learned by our panelists. The first of our panelist to share their use case is Bob Black from Miami University. They will ...