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Posted: Sat Jul 05, 2008 1:21 am Post subject: Annual reviews
my team here is presented with a lot of changes (what else is new?). service owners are resistant to ITIL standards/processes (what else is new?) anyway, i am trying to convince them that they need to have annual reviews with their internal service providers. so i've formalized this annual review document to help them have their annual meetings. Now how do i enlist them to go for it, to embrace the idea.
looking forward to your innovative suggestions _________________ Mike
Service Management Coordinator
Joined: Oct 07, 2007 Posts: 441 Location: Jakarta, INA
Posted: Sat Jul 05, 2008 8:55 am Post subject:
Hi Mike,
Can you tell us more detail about your situation?
Are you about to implement ITIL at your office?
If you are, the best way is to talk to your top management, have their commitment and support, make a policy; then things will be a lot easier.
ITIL is highly supportive to continuous improvement, so reviews should not be taken in annual basis. It should be regular (weekly, biweekly, monthly)
there are weekly and bi-monthly reviews but now the SR. manager/director wants to have an annual review just to determine the overall health of each service: e-mail, IM, Collaboration, etc. _________________ Mike
Service Management Coordinator
Joined: Oct 07, 2007 Posts: 441 Location: Jakarta, INA
Posted: Sun Jul 06, 2008 8:39 am Post subject:
Mike,
With all due respect to Michiel's question (please answer), having a general review once a year besides the regular reviews would be a good thing to do. Again, it would be better to have it more than once in a year.
The best source for the review is the Service Catalog, if you have it already in place. If you haven't, I suggest you create it (I assume you've already known what the Service Catalog is)
Joined: Aug 11, 2006 Posts: 262 Location: Netherlands
Posted: Sun Jul 06, 2008 8:55 am Post subject:
m_croon wrote:
Hi,
Why does your manager want this only once every year?
Regards,
Michiel
Mike,
I did not read your post carefull enough. Could you please give some context on the purpose of the weekly and bi-monthly reviews. I assume they are much more operational than the yearly review you are talking about, but a bit of explanation might help giving you a proper answer.
With all due respect to Michiel's question (please answer), having a general review once a year besides the regular reviews would be a good thing to do. Again, it would be better to have it more than once in a year.
The best source for the review is the Service Catalog, if you have it already in place. If you haven't, I suggest you create it (I assume you've already known what the Service Catalog is)
Asril
thks. actually i am creating the service catalogue (90% done) which as you say can be a good guide. many thanks _________________ Mike
Service Management Coordinator
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Tue Jul 08, 2008 3:58 pm Post subject:
ok_kao,
"just to determine the overall health of each service: e-mail, IM, Collaboration, etc."
You would have trouble getting me to be enthusiastic about such a vague and aimless purpose. What does the "SR. manager/director" propose to do with these reviews? Are we talking about a performance report? - with specified criteria? Should we be talking about improvement reviews?
Staff will find it easier to latch on to something with a clear purpose that is intended to benefit the business. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
"just to determine the overall health of each service: e-mail, IM, Collaboration, etc."
You would have trouble getting me to be enthusiastic about such a vague and aimless purpose. What does the "SR. manager/director" propose to do with these reviews? Are we talking about a performance report? - with specified criteria? Should we be talking about improvement reviews?
Staff will find it easier to latch on to something with a clear purpose that is intended to benefit the business.
Hi, thanks! you are right. in my mind i feel it is more like a performance assessment of a service that is conducted ones a year (referencing: the generated reports of the bi-monthly reports, etc) - my manager does not communicate too well and yet does not want to use the words performance, assessment... don't know yet what he plans to do with the reviews .
ahhhh! _________________ Mike
Service Management Coordinator
Joined: Oct 07, 2007 Posts: 441 Location: Jakarta, INA
Posted: Wed Jul 09, 2008 9:56 am Post subject:
Hi,
Sorry Guys but I see it differently.
I agree that the review must not be performance assessment but think about this:
- where are we now?
- are we doing things the right way?
- are we doing the right things?
- do we need to adjust to adopt new market demand, or new technology?
or some sort of questions like that.
We always do general review twice a year for that purpose.
Can you tell us what is the benefit of ITIL implementing to the company? office?
I have a website for [url="http://www.link54.com/"]baby boomers[/url], [url="http://www.link54.com/"]wealth management[/url]
Can you tell us what is the benefit of ITIL implementing to the company? office?
I have a website of baby boomers, wealth management for senior citizens
Joined: Sep 16, 2006 Posts: 3110 Location: London, UK
Posted: Fri Jul 11, 2008 9:18 pm Post subject:
BrainFallon
What does your question have to do with the topic - Annual Reviews
Shirley, it would have been beter to create your own topic and ask the question you have
That said.
1 - I gather from your post you dont have any idea what ITIL is.
2 - I gather from your post that you did not bother to search the internet for any information other than arrive here to ask your question
Answers for you
ITIL details can be found at the OGC site, British Computer Society (BCS) site. or on the sites that are pointed out here.
In addition, you can read posts in all of the forums to gather some clues as to what ITIL is
So my answer is
It Depends _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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anyway, i am trying to convince them that they need to have annual reviews with their internal service providers. so i've formalized this annual review document to help them have their annual meetings. Now how do i enlist them to go for it, to embrace the idea.
and yet does not want to use the words performance, assessment... don't know yet what he plans to do with the reviews .
