it service management

Implementing Organizational Structure and Focus

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When I joined the IT Department at the American University of Sharjah as the Director, I was presented with an organizational structure challenge.  I found out that I had 21 direct reports and that my department did not have a concept of operational management!  I had just come from being the Manager, Business Application Services […]

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My First 180 Days as a CIO

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Hard to believe that time has gone so quickly in my CIO role.  On March 17, 2013 I have been the Director of Information Technology at the American University of Sharjah in Sharjah, United Arab Emirates for 180 days. It has been a huge change for me especially after spending 20 years at the British Columbia […]

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Take Every Opportunity to Document

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I am always surprised (and I really shouldn’t be) that we do a great job of responding to critical incidents but almost always fail to document what we did so it can be referenced in the future. As IT leaders we need to proactively document the impacts of planned and unplanned changes.  Whethere it is […]

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Knowing What You Have Supports Planning

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Enterprise Architects all over the world build guiding principles to support their practices and planning. We built one in 2005 and it still holds true today. “Reuse before Acquire, Acquire before Create, Create Reusable Components” The big problem with this is that it is all “Motherhood and Apple Pie” unless you do the hard work […]

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Introducing IT Service Management Using a Core Service Catalogue

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We have kicked off a project to build a Core Services Catalogue last week.  This is part of our journey to introduce IT Service Management (ITSM) to our AUS IT  and Academic Computing teams.   I am looking forward to see what our IT teams come up with as a list of services. We will be able […]

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Helping Your Helpdesk

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Over the past couple of weeks, our American University of Sharjah IT teams have been working on creating a simple Service Coverage Matrix. We found that we had a knowledge gap with the distributed IT support structure at AUS.  Not everyone knew who was the primary and the secondary service support analysts for all the technology […]

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