APAC CIOOutlook

Advertise

with us

  • Technologies
      • Artificial Intelligence
      • Big Data
      • Blockchain
      • Cloud
      • Digital Transformation
      • Internet of Things
      • Low Code No Code
      • MarTech
      • Mobile Application
      • Security
      • Software Testing
      • Wireless
  • Industries
      • E-Commerce
      • Education
      • Logistics
      • Retail
      • Supply Chain
      • Travel and Hospitality
  • Platforms
      • Microsoft
      • Salesforce
      • SAP
  • Solutions
      • Business Intelligence
      • Cognitive
      • Contact Center
      • CRM
      • Cyber Security
      • Data Center
      • Gamification
      • Procurement
      • Smart City
      • Workflow
  • Home
  • CXO Insights
  • CIO Views
  • Vendors
  • News
  • Conferences
  • Whitepapers
  • Newsletter
  • Awards
Apac
  • Artificial Intelligence

    Big Data

    Blockchain

    Cloud

    Digital Transformation

    Internet of Things

    Low Code No Code

    MarTech

    Mobile Application

    Security

    Software Testing

    Wireless

  • E-Commerce

    Education

    Logistics

    Retail

    Supply Chain

    Travel and Hospitality

  • Microsoft

    Salesforce

    SAP

  • Business Intelligence

    Cognitive

    Contact Center

    CRM

    Cyber Security

    Data Center

    Gamification

    Procurement

    Smart City

    Workflow

Menu
    • Facility Management
    • Cyber Security
    • Hotel Management
    • Workflow
    • E-Commerce
    • Business Intelligence
    • MORE
    #

    Apac CIOOutlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIOOutlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    Editor's Pick (1 - 4 of 8)
    left
    Solving ITSM Issues through Cloud-based Solution

    Danny Dainton, National Software Business Manager, Winc Australia

    We need to talk about inhouse property and facilities systems

    Rodney Timm, Director, Property Beyond Pty Ltd

    Facility Management is a Sector Ripe for Digital Disruption

    Donald Macdonald, Director, Macdonald Lucas

    Load management is the key to EV-friendly facilities

    Tim Washington, Director, JET Charge

    Data Driven Operations: Evolving the facilities management model

    Leon Wurfel, CEO & Founder, BUENO Systems

    Smart Buildings: Key Success Factors to Implementing technology in facilities management

    Jared See, Technology Lead, C&W Services Singapore

    Pathway to Stable, Strong IT Infrastructure

    Jesse Carrillo, SVP & CIO, Hines

    Business Process Management in the Information Era

    Anu George, Chief Quality Officer, Morningstar

    right

    Flying to Success

    Nicole Chesmore, AVP Infrastructure and Operations, Grinnell Mutual

    Tweet
    content-image

    Nicole Chesmore, AVP Infrastructure and Operations, Grinnell Mutual

    Years ago, in a discussion around the need for service management, a peer of mine reminded me that most companies were trying to deal with service issues on the fly — like fixing the airplane while it was still in the air. The plane may eventually come in for a soft landing but if the team hasn’t taken the time to discover the root cause of the incidents, the danger persists — and landings may turn into crashes.

    Many companies face this situation when focusing on stabilization. And, in today's world, system outages not only cause downtime for customers and staff but have a real impact on the reputation of the organization. Taking the time to put four major service management concepts into place helps strengthen and mature organizations and, even more importantly, reduces the impact when things go wrong. The core to success starts with understanding what is happening in your environments, being able to react promptly, and understanding the root cause to prevent reoccurrence.

    Beginning with the basics always sounds simple, but many of the organizations I speak with struggle with that first step — understanding what’s going on. Just as a pilot has a checklist to verify before taking off, an up-to-date configuration management database (CMBD) is the foundation for a successful service management program getting off the ground. Although many service management programs start without this step, it is hard to measure anything without knowing your environment. Understanding the interdependencies of the systems and documenting them so all teams have quick access to the information simplifies troubleshooting and increases the capabilities for the next step.

    The second step for success is monitoring. Many organizations have monitoring systems but haven’t tied that monitoring back to the CMDB.

    Taking the time necessary to understand your environments, implementing accurate and meaningful monitoring, and prioritizing problem management are the best ways to minimize the chances for hard landings

    What needs to be monitored? Has a recent change impacted how or what things we should monitor?

    Just as a plane needs regular inspections to reduce failure risks, monitoring systems need consistent evaluation and care. One fundamental rule is that if an incident occurs but there was no prior alert, service management teams should evaluate what additional monitoring is needed.

    A warning: Don’t create monitors or alerts if you aren’t going to define who is responsible for receiving that alert, who is the owner of the alert, and at what level of incident that alert should be generated. Many organizations make the mistake of creating millions of monitors that generate unhelpful noise, making all the monitoring systems ineffective and unusable. Only monitor for incidents you know you will respond to.

    Document each monitor and whose responsibility it is to review, own, and react to each alert. Every alert owner should be required to review and approve their alerts every six months to stay current, which will increase the monitors’ and alerts’ effectiveness. Taking the time to build out solutions correctly and having alerts go directly to the team that is responsible for resolving the issue saves time and reduces impact to the organization.

    The third step for a successful flight into a mature service management program is creating a problem management process, which means finding root causes. While getting to the root causes of issues is the key to environment stability, this is one of the hardest things to accomplish because doing this takes time and effort from some of the organization’s most valuable resources.

    It is essential that teams are required to spend the time necessary to understand root causes, so they can stop the incident before it occurs. In a company where there is fire after fire, it’s problem management that takes the most effort. But it also offers the biggest payoff — determining root causes can prevent the fires from igniting in the first place.

    The fourth and most essential — and often overlooked — step for a smooth service management flight is the flight plan itself. What gets mapped and measured gets focus. Define success and measure it in a format that’s easy to understand.

    Each of these steps is critical to a successful takeoff. Investing in service management won’t make sense if you don’t have a clear flight path or if you and your team have no way of figuring out whether you’ve landed in the right spot. Taking the time necessary to understand your environments, implementing accurate and meaningful monitoring, and prioritizing problem management are the best ways to minimize the chances for hard landings.

    Weekly Brief

    loading
    Top 10 Facilities Management Consulting/Services Companies - 2019
    Top 10 Facilities Management Companies - 2019
    ON THE DECK

    Facility Management 2019

    Facility Management 2019

    Previous Next

    I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info

    Copyright © 2025 APAC CIOOutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy and Anti Spam Policy 

    Home |  CXO Insights |   Whitepapers |   Subscribe |   Conferences |   Sitemaps |   About us |   Advertise with us |   Editorial Policy |   Feedback Policy |  

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://facility-management.apacciooutlook.com/cxoinsights/flying-to-success-nwid-6832.html?utm_source=google&utm_campaign=apacciooutlook_topslider