David Stewart

My approach (runbook)

Due to IT support’s standard process (set out in the ITIL framework), every organisation suffers from frequently slow and unresponsive support which causes reputational harm for IT divisions. Recognising that the process can be substantially improved, I spent six years developing a comprehensive modern tool-enabled framework and methodology that optimises support service delivery primarily by guiding timely ticket progression.

• The overall approach enhances 12 ITIL practices and can be implemented in full in ServiceNow.
• In team management, my approach centres on developing a Standard Operating Procedure (SOP) manual that draws on the framework’s twenty learnable good practice principles. The team manual covers all appropriate policies, processes, practices and procedures, greatly improving manageability.
• Scrutiny of work in relation to SOP, and regular 1-2-1’s to mentor, coach, and train, bring out the best in everyone.
• Key to success is sense of purpose – recognition of individual contribution to attentive service provision and teamwork that’s enabled by the process.
• Two microlearning courses underpin adoption of support “Flow Management”.