Published 15 Apr 2020
Since Google first began sharing details of its approach to massive-scale web operations - Site Reliability Engineering, or SRE - many organizations have adopted aspects of the SRE approach to help deal with the emerging complexity of modern software systems. However, there...
Benefits realization|Cloud services|Customer needs|End-User Experience|Information systems|IT service management (ITSM)|ITIL|Service management
Published 26 Nov 2015
Throughout the "Building Service Monitoring as a Service with an Eye on the Cloud" blog series, we have focused on the need for a Service Monitoring Service - a “monitoring hub” of sorts. This approach is different from the legacy centralized monitoring approach whereby t...
Best Practice|Capabilities|Cloud services|IT Service Management (ITSM)|IT Services|Service Management
Published 29 Jan 2018
30 years ago, researchers and companies used to ask: how do we harmonize IT and the business? Today, we’re no longer talking about harmonizing, aligning and integrating IT and the business : the business is technology! Organizations that understand this are already at ...
Customer needs|Frameworks|IT Service Management (ITSM)|IT Services|ITIL|Value
Published 21 May 2018
Marcel Foederer is part of the AXELOS Lead Architect Team (LAT), responsible for guiding this year’s ITIL update. In this blog post he looks both backwards and forwards, considering where ITIL has come from and where it’s going: How has ITIL ® changed in the past 20 ye...
Agile|Best practice|Cloud Computing|Frameworks|IT services|ITIL|Value
Published 29 Oct 2020
In today's connected world, service providers and clients share a common accountability to make business successful. The way that some might have shrugged off accountability previously just doesn’t work now and, if this continues, the outcomes won’t be favourable. Because ...
Best practice|Cloud services|Collaboration|ITIL 4
Published 03 Sep 2018
Traditionally, ITSM has not been agile. People have tended to focus more on having robust processes and rather than considering “what do we need?”, they have asked “what more can we put in to processes ?”. This level of “over-control” has happened because of over-enginee...
Agile|Customer needs|IT service management (ITSM)|ITIL|Processes|Stakeholder engagement
Published 19 Nov 2015
What is Service Health? Now that we understand the service, we must ask ourselves what service health really is. For each service capability we must ask 1) is the capability working? and 2) is the capability performing well? What types of monitoring might we consider? We ...
Best Practice|Business Solutions|Capabilities|Cloud Services|IT Service Management (ITSM)|Service Management
Published 05 Jun 2014
Throughout the 25 years of its existence, ITIL has supported IT organizations in providing business value for their customers in the form of well-designed and supported services. ITIL has become the most widely used and most successful ITSM (IT Service Management) framework i...
Best Practice|IT Services|ITIL|Project Management|Service Management|Value
Published 30 Oct 2019
The world of work is moving towards enterprise-wide, planned adaptability . Running the business and changing the business are becoming one and the same. As the organizations we’re working with are fundamentally aiming to improve their capability, it is interesting to note ...
Agile|AgileSHIFT|Business solutions|Certification|Cloud computing|Customer engagement|Digital transformation|Project management
Published 30 Apr 2020
There is now a huge demand for digital IT products and the services they support. This is no surprise, as cloud-based software as a service is easier to maintain, make changes to, upgrade or swap things in and out. Servers can be rolled up and rolled down, adding or reduci...
Cloud services|Customer needs|End-User Experience|IT service management (ITSM)|IT services|ITIL|ITIL 4|Service management