Category: Legacy Support
Service Integration: What it is, Why you want it
So…what is Service Integration? This is a question that this post’s author, James Finister, gets asked quite often. Finister cites this definition as the most accurate description: “The management by a supplier filling some or all roles of the traditional retained service management organisation of e2e service levels delivered by multiple suppliers”. Recognizing the next [...]
Defining Effective ITIL Key Performance Indicators
From the PDF: In this article we will discuss an approach to defining effective Key Performance Indicators (KPIs) in support of the Information Technology Infrastructure Library (ITIL). ITIL is a set of best practices improvement framework focused on the management of IT service processes. The purpose of ITIL is to promote quality and efficiency in [...]
“May You Live in Interesting Times” – The Impact of Cloud Computing
Cloud computing will have an increasingly profound impact on IT – which is saying something
ITIL 101: Capacity management sub-processes
Let’s not mince words: ITIL can be rather confusing. This post from TechRepublic attempts to explain the sub-processes of Capacity Management. These sub-processes include Component Capacity Management (the individual component level), Service Capacity Management (service level), and Business Capacity Management (an overall business perspective). The article goes on to explain how capacity management interfaces with [...]
We need to talk about ITIL
Stephen Mann has some criticisms of ITIL – as do many others. He posits that ITIL has become too big, too confusing and too misdirecting.
Is Your Approach to ITSM Working? – An Alternative to Rip and Replace
There is a natural tendency to tear out existing ITSM solutions as organizations focus or refocus on value add work. This post by Ben Cody explores options other than replacing or upgrading, namely, widening the management of ITSM to allow for a sleek integration with the business. The idea sounds complex but is relatively simple: [...]
How to Measure ITIL Service Utility and Warranty
Can you figure out competitive advantage, customer satisfaction and business alignment with ITIL? Yes, you can – and Hank Marquis uses this article to show you how. ITIL cites Service Utility and Warranty as the cornerstones for customer satisfaction, and by having the measurable level of customer perception in both positive outcomes of service as [...]
Measuring Service Management Maturity
Measuring the level of maturity in your service management process is a key to improving service and reducing costs – but how do you measure the overall maturity if the processes conducted in your service management are at different levels? This blog post from ITSM Professor explores the answer to that very question, deciding that [...]
Should the Help Desk be the Place to Start IT Requests?
The IT Help desk has it rough: they are typically seen as the lowest rung in the IT world – they have the worst hours, the most trying problems, and are typically the least paid.
A Practical Guide to Implementing ITIL Application Support — Step 3 Practical Guide
This fourth and final video from the series “A Practical Guide to Implementing ITIL Application Support” continues the discussion of the benefits and challenges in implementing ITIL. From the video’s description: “This video demonstrates how to practically apply ITIL processes and CAI’s Tracer ITSM Tool within application support. The value is aligning Application Support to [...]
Loading ...
