Another top 5…


 

Its been a while since I have “ITIL®ized…ITIL®typed” the everyday things that we encounter – so it’s time for  another 1…

Today I give you the Top 5 ITIL® processes as it relates to catching a bus…

 

1 – Service Catalogue Management – when was the last time you looked at your bus timetable (aka catalogue) to find that it is either old, a different route to its current one or “retired” as a route completely because someone in their wisdom in city council thought that noone actually lived in those houses in that street anymore…

 

2 – Demand Management – hmm – sounds easy here – during peak times, put on more buses… but as we know, simply “buying more: isn’t always the best solution – and it seems that most councils agree!  Their solution… DON”T STOP! – when the bus s full – just keep going! (while those who can afford to live closer to the city, are forced to catch cabs). 

 

3 – Change Management – this one obviously doesn’t exist – else the 1st two would not be  a problem…. (enough said on that one)

 

4 – Service Desk – so – you get to your bus stop to find that the bus is late (a definite incident) – now you have a choice – wait, or ring the council help line to see if you have made a mistake, or when the next bus may come… now, I am not sure how it is where you live, but we definitely don’t have phones with a direct link to council at every… er ANY bus stop! So your choice is your mobile phone… but as you remember the last time you tried to ring and got the lovely voice activated help desk with 25 different press # now, you realise that the cost of the call would be dearer to just catch a cab! – Hence – a well run service desk, with low volume calls..

 

5 – IT Service Continuity Management – DRIVE!

 

 

Till next time Cheers from the ITIL® Australia Team at The Art of Service

Michael

 

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