Guides
60 pages on measuring whether an implementation was actually adopted, why practices decay after go live, and how to rebuild a starting point nobody recorded.
When the programme has gone sideways
- A five point maturity scale people can actually apply
- A post implementation review that is not a formality
- Evidence that the consulting work landed
- How often to re-survey
- How to measure adoption after an implementation
- Measuring adoption in a team of four
- Nobody took a baseline. What now
- Proving an implementation was worth it
- Reconstructing a baseline from a ticket export
- Reconstructing a baseline from the old spreadsheets
- Showing a managed service actually improved things
- The service desk tool went in and nothing changed
- The sponsor left in the middle of the implementation
- What to ask in an adoption survey
- Writing a report that survives a management change
Measuring one practice
- How to measure a single list everyone works from adoption after an implementation
- How to measure change approval adoption after an implementation
- How to measure change recording adoption after an implementation
- How to measure configuration management adoption after an implementation
- How to measure customer satisfaction measurement adoption after an implementation
- How to measure effort recording adoption after an implementation
- How to measure escalation adoption after an implementation
- How to measure incident categorisation adoption after an implementation
- How to measure incident ownership adoption after an implementation
- How to measure incident prioritisation adoption after an implementation
- How to measure knowledge management adoption after an implementation
- How to measure problem management adoption after an implementation
- How to measure request fulfilment adoption after an implementation
- How to measure service level targets adoption after an implementation
- How to measure the service catalogue adoption after an implementation
Why a practice stalls
- Why a single list everyone works from stalls after go live
- Why change approval stalls after go live
- Why change recording stalls after go live
- Why configuration management stalls after go live
- Why customer satisfaction measurement stalls after go live
- Why effort recording stalls after go live
- Why escalation stalls after go live
- Why incident categorisation stalls after go live
- Why incident ownership stalls after go live
- Why incident prioritisation stalls after go live
- Why knowledge management stalls after go live
- Why problem management stalls after go live
- Why request fulfilment stalls after go live
- Why service level targets stalls after go live
- Why the service catalogue stalls after go live
Reconstructing a baseline
- Reconstructing a a single list everyone works from baseline from records you already have
- Reconstructing a change approval baseline from records you already have
- Reconstructing a change recording baseline from records you already have
- Reconstructing a configuration management baseline from records you already have
- Reconstructing a customer satisfaction measurement baseline from records you already have
- Reconstructing a effort recording baseline from records you already have
- Reconstructing a escalation baseline from records you already have
- Reconstructing a incident categorisation baseline from records you already have
- Reconstructing a incident ownership baseline from records you already have
- Reconstructing a incident prioritisation baseline from records you already have
- Reconstructing a knowledge management baseline from records you already have
- Reconstructing a problem management baseline from records you already have
- Reconstructing a request fulfilment baseline from records you already have
- Reconstructing a service level targets baseline from records you already have
- Reconstructing a the service catalogue baseline from records you already have