In another article, I spoke of vision management and risk management as the two pillars upon which organizations reside. As I have already spoken about vision, let’s take a minute to examine risk in the context of service management in a little more detail. [Read more…] about The diversity of risk management
Risk management
Types of Tool Automation
Types of tool automation
The fundamental difference between a software tool and most types of tools is that software can be programmed to automate one or more tasks. Most other tools do not automate work at all, only extending the capabilities of the wielder of the tool. Certain mechanical tools can automate a task, but, without software they can do only what they were built to do and nothing else.
IT service management tools are essentially software tools, so their value is in their ability to automate. We can examine automation from two different perspectives. The first perspective concerns the automated processing of volumes of information that would be difficult, or very time-consuming, for humans to process. The second perspective concerns the automation of specific tasks the humans perform too slowly, or in a manner that is prone to error or tasks where it would be extremely inefficient to have human staffing to perform the task. [Read more…] about Types of Tool Automation
The Automation of Risk Assessment
Pre-industrial risk assessment
Risk assessment remains a highly manual activity in all organizations I have ever seen. Some organizations have a structured approach to assessing, and then managing, risk. Others work largely with a seat of the pants approach. But in both cases, the activity of identifying risks and their magnitude and the creation and maintenance of a risk register is very frequently a work fashioned by hand, just as objects used to be crafted in the pre-industrial era. [Read more…] about The Automation of Risk Assessment