Practical experience is essential for success in IT Service Management (ITSM), even though theoretical knowledge provides a foundation of useful concepts and frameworks. Teams often find themselves in complex real-world scenarios where an agile and hands-on approach is necessary to effectively manage IT services.
In the 73rd episode of Ticket Volume, Ryan Ogilvie, an experienced ITSM Consultant and Coach, discussed the importance of this practical approach for ITSM success. He shared insights on how he works with support teams to shift their focus inward, learn from their own experiences, and improve their practices.
Analyzing ITSM success
Ryan Ogilvie, drawing on over ten years of consulting experience, highlighted common pain points that hinder organizations from achieving ITSM success. He emphasized the need for a detailed analysis of processes to identify areas for improvement.
Learning from practice
Ryan stressed the importance of organizations learning from their own practices rather than blindly following external advice. By encouraging teams to question their methods and draw their own conclusions, he helps them understand the rationale behind their work and engage more effectively.
Training and knowledge sharing
Ryan also discussed the importance of training and documenting ITSM processes in his consulting work. He emphasized the need for practical, user-friendly training materials and documentation that are easy to apply in daily operations.
In essence, it could mean that their attempt to introduce a new practice fails because they didn’t provide enough quality and accessible information for the teams to understand and implement it successfully. Ryan suggests that the key to success lies in creating concise and practical steps that are easy for people to grasp and follow, even when they are busy.
In conclusion, this brief overview provides a sneak peek into the insightful discussion with Ryan Ogilvie on episode 73 of Ticket Volume. The entire episode is a treasure trove of valuable insights from an ITSM expert who excels in achieving success in this field. You can listen to the full episode on Apple Podcasts, Spotify, YouTube, or your preferred podcast platform.
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