Drucker on Functioning Communications, Part 2

In his book, The Essential Drucker: The Best of Sixty Years of Peter Drucker’s Essential Writings on Management, Peter Drucker analyzed the ways that management practices and principles affect the performance of organizations, individuals, and society. The book covers the basic principles of management and gives professionals the tools to perform the tasks that the […]

Drucker on Functioning Communications, Part 1

In his book, The Essential Drucker: The Best of Sixty Years of Peter Drucker’s Essential Writings on Management, Peter Drucker analyzed the ways that management practices and principles affect the performance of organizations, individuals, and society. The book covers the basic principles of management and gives professionals the tools to perform the tasks that the […]

聆聽與溝通

(從我的一個喜歡與尊敬的作家,賽斯 高汀) 很多人會說,要溝通好,基本的要在聆聽上做好工作。 當與人溝通,我大部份花的時間是在聽多於說話。僅管如此,我還是在想可能我溝通失誤的次數比我能感覺到的要多。 然後,我突然意識到,如果我擔心沒溝通好,我應該專注於一件事。 我們大多數在聽的時間,同時我們腦子裡也在想如何去應付所討論的話題。 然而,這時候我們就喪失去一個真正聆聽的機會,那就是排除應付的念頭,而是專心的去了解對方。 有了解就有希望能夠溝通,那就在聆聽上做得更好。

Problem Management Process Design – Part 3

This post is the third and the final installment of the series for designing a problem management (PM) process for your organization. Previously we discussed the elements and considerations that should go into designing a problem management process. We elaborated those considerations further with a sample list of process requirements, a sample process flow, and a […]

ITSM Tools Operation Continuity Plan – Part Two

We discussed the first several topics (scope, data considerations, and external dependencies) that should go into an ITSM tools operation continuity plan during a disaster recovery (DR) scenario. In this post, we will conclude the discussion by covering the people, procedures, checklist, and validation sections of the plan. Recovery Team and Communication The section spells […]

SACM and CMDB Tools – More Planning Considerations – Part 3

In part 2 of the series, we discussed some key considerations for a CMDB solution and expanded on those areas such as the Scope, the Roles and Responsibilities, and the Data Model. In this post, we will discuss additional areas such as Control and Verification, Key Performance Indicators, and Awareness Campaign, Communication & Training. Control […]

Major Incident Handling Process Design – Part Two

This post is the part two (and concluding part) of a series where we discuss the Major Incident Handling process and how to put one together. Previously we discussed the elements and considerations that should go into the process design. In this post, I have elaborated some of those considerations further with a sample process […]