Published 10 Jan 2020
How can ITIL ® methods help transform the performance of a service desk supporting a multi-national business? Car dealerships in the Renault/Nissan Group – based in Switzerland and Austria – were generating 1,000 IT tickets per month, of which 75% were service requests an...
Incident management|IT service management (ITSM)|IT services|ITIL|ITIL 4|Problem management|Service desk|Value
Published 19 Jan 2015
In the first post in this series, Service Monitoring as a Strategic Opportunity , one of the topics that we discussed was the need for a "Service Monitoring Service " that would act as the monitoring platform for all of the various application and service teams within the s...
Best Practice|Cloud Computing|IT Services|Project Management
Published 26 Feb 2015
The first aspect of Service Design is to define the functional requirements, capabilities, and so on. No matter what we are doing and no matter the industry, we should always start with the customer in mind. In the case of our Service Monitoring Service, our customers are th...
Best Practice|Cloud Computing|Cloud services|Frameworks|Service Management
Published 02 Feb 2015
Service Management must not shy away from application development Most Service Management organizations are full of process people. And then, there are tools teams that are full of tools people. What I mean is that the tools teams are made up of individuals who are experts...
Cloud Computing|Cloud services|IT Service Management (ITSM)|IT Services|Processes|Service Management
Published 17 Jun 2015
Earlier in the series, we discussed the importance of enabling features in our Service Monitoring Service that make the application teams want to use the service rather than building their own “page myself” scripts.There are many features that we may add, but there are thre...
Best Practice|Change management|Change requests|Cloud Services|IT Service Management (ITSM)|Processes
Published 23 Apr 2020
Service continuity management, along with IT security, is top of the critical list for IT today – not least in the current global situation caused by Covid-19 . If you don’t have service continuity management and something major happens, it could ruin your business and – cl...
Cloud computing|Customer needs|Information systems|Infrastructure|IT service management (ITSM)|IT services|ITIL 4|Risk management|Service desk|Service management|Threats|Vulnerability
Published 10 Dec 2019
Managing IT assets has been a natural part of business for decades: where is the asset? What are you paying for it and from whose budget? From the service management perspective of “ providing value through technology services ” we rely on the assets to deliver the technolog...
Benefits realization|IT service management (ITSM)|IT services|ITIL 4|Service catalogue|Service management|Value
Published 15 May 2020
What qualities define the practitioner who has studied and certified in ITIL ® 4 ? This person is what we call “T-shaped”: a specialist-generalist with great depth of expertise in one area but also a breadth of knowledge across other disciplines. Why is this important in ...
Collaboration|DevOps|ITIL 4|Service management|Stakeholder management
Published 28 Jul 2017
Business service management (BSM) is about bringing value to a business through matching overall business objectives with IT. Arguably, the concept has been with us for some time; but like the latest version of ITIL ® addresses the issue of business and services, it ha...
ITIL|Leadership|Processes|Service catalogue|Service management|Value
Published 19 May 2015
As we begin these next few blog posts on “Implementation”, it is important to look at the ground we have already covered. To begin this series, we discussed Service Monitoring as a Strategic Opportunity . We followed that discussion with four posts on Building Service Monit...
Capabilities|Cloud Services|Customer Engagement|Customer Experience|IT Service Management (ITSM)|Key performance indicators (KPIs)|Processes