Service disruption occurs when change and release management collisions occur.
How do we prevent these collisions from occurring in the first place?
Even the most sophisticated teams are subjected to these problems; why?
No matter how much planning and automation you have, there are still outages!
Now the service desk is getting hammered with calls and a VP is irate over not being able to reach his “key” system. No one is happy. The world is on fire!
We planned. We strategized… We have GREAT tools! We have GREAT PEOPLE! We AUTOMATE!!!
Why?Why me? Why us?
While you may have planned accordingly, followed the good practice handbook to the letter and thought you understood the decisions in the CAB, you still had collisions. Why?
Because you made decisions based on incomplete information.
There are MANY systems of record that hold critical information related to service delivery. That information is often not all in a single database — such as your ITSM system.
Vacation and business event information? It’s in your messaging system (Exchange).
Customer specific case information? It’s in your CRM (Salesforce.com).
Release information? It’s in your ITSM system (ServiceNow).
If key data related to change/release decisions is not all in the same system, the effort to correlate it may be painful and time-consuming, but; ultimately it is worth it if service is improved. Figure out how to get it correlated — even if it is a spreadsheet. Reduce the risk by knowing what is what.
We built Kinetic Calendar to enable real-time visibility into key data from multiple applications. it’s more important than ever to be able to cross reference data from those systems. Request a free demo here.
Our fourth annual Kinetic Enthusiast Group (KEG) event in May was the biggest and best to date. IT professionals from government agencies, business enterprises, school systems and service providers from across North America and Europe came together to share stories of their success with Kinetic Data products and get a sneak peek at what’s coming.
To build on that success, we’re taking KEG on the road. We’ll host our first two miniKEG events on the east coast this week:
What are the new “rules” in IT support and service management? Kinetic Data recently spoke with Eveline Oehrlich, VP and research director at Forrester Research, to discover her organization’s findings and predictions on that topic.
This year’s Kinetic Enthusiast Group (KEG) event was the largest to date. IT professionals from government agencies, business enterprises, school systems and service providers from across the U.S., Canada and Europe gathered for information-packed presentations, customer stories, networking and training.
KEG 2015 also featured the second annual Wally Awards—recognition given to customers who’ve done uniquely innovative things with Kinetic Data products and technologies. Among this year’s winners were:
Kinetic Data’s director of products Kelly Heikkila is presenting “Kinetic Core — The New Platform for Kinetic Request″ today at the 4th annual KEG (Kinetic Enthusiasts Group) Conference. For those who couldn’t make it to the event in the Twin Cities, or just want to relive the session in blog format, here are highlights of the presentation.
by Kelly Heikkila
We’re excited to have the opportunity to introduce KEG attendees to the Kinetic Core platform and discuss what it means for the next generation of Kinetic Request.
Our customers are doing great things with the current version of Kinetic Request—building out not only great service catalogs for IT, HR, Facilities and more—but also developing solutions that extend beyond the catalog. They’re creatively applying Kinetic Request technology in areas like: