News, Reviews and Resources for ITSM Professionals.

Home » Author Archive

How to use rapid communications to meet customer service goals using SLAs

Teon Rosandic This article has been contributed by Teon Rosandic, VP EMEA at xMatters. IT leaders and engineers certainly have their hands full with ever more sophisticated internal customers who are more empowered and easily disappointed than ever.  They are placing greater demands to “get it right” and deliver immediate access to information, products and services. End users want to... 

Implement Enterprise Request Management in Five Straightforward Steps

 This article has been contributed by John Sundberg, Co-founder and President of Kinetic Data. John Sundberg A new approach to service request management is gaining ground in companies around the globe. Called Enterprise Request Management, or ERM, this framework is finding favor with organizations because it allows them to take an incremental and evolutionary approach to centralizing and modifying... 

Eight Principles for Transforming Cybersecurity

Enterprises today not only have to defend their assets – they must hunt. This article was contributed by Robert Stroud, Vice President at CA Technologies. Just five short years ago, cybercrime represented just 1% of all economic crime (source: PricewaterhouseCoopers, Global State of Information Security Survey, 2011). By 2011, that number jumped to 23%, and we can continue to expect those numbers... 

Change and Release Management: What are they? What’s missing?

Daniel Breston This article was contributed by Daniel Breston, Consultant at Qriosity Limited. I was recently challenged by Mike Orzen (co-founder of Lean in IT practises and my mentor) to answer a simple question: what do you think the purpose of change and release management is in ITIL or any other IT best practice framework? I started by asking what aren’t they? Change is not about doing the... 

Building the business case for configuration management

Carlos Casanova This article has been contributed by Carlos Casanova from K2 Solutions Group.  At last year’s itSMF USA conference in Nashville I had the pleasure of meeting Dagfinn Krog from itSMF Norway. We had a great conversation regarding configuration management and The Phoenix Project by Gene Kim, and during the conversation, there were some references to attending the conference in Norway,... 

Enterprise Mobility Management: Concepts in Endpoint Management

Robert Casetta The following article has been contributed by Roberto Casetta, Vice President EMEA, at FrontRange. Empowering a mobile workforce is essential in any modern enterprise to meet business goals and remain competitive.  Mobility increases end user productivity, agility and job satisfaction, resulting in improved business performance.  Although workforce mobility is most often associated... 

Trust me: The DevOps Movement fits perfectly with ITSM

Gene Kim This article has been contributed by Gene Kim, Author of the book “The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win”. In my thirteen year journey of studying high performing IT organizations, I’ve started to see a new and unsettling trend.  Whenever I mention ITIL and IT Service Management in presentations and briefings, people in the audience snicker.... 

Pink14 Preview: The Phoenix Project

IT needs to embrace the “3 Ways” Ahead of his presentation at the 18th Pink Elephant Conference and Exhibition (PINK14), Jack Probst, Principal Consultant at Pink Elephant talks about The Phoenix Project: a novel about IT, DevOps and helping your business win In May 2003, Nicholas Carr wrote a Harvard Business Review article entitled “IT Doesn’t Matter”. In it Mr. Carr proposed that IT... 

Pink14 Preview: Advice for making space for ITSM

“Carve out some time for service management and make it a priority” Ahead of his presentation at the 18th Pink Elephant Conference and Exhibition (PINK14), David Mainville, CEO and co-founder at Navvia, gives his advice on ‘making space for service management’. Conferences like PINK14 are an amazing opportunity to network with your peers, learn new techniques and to re-ignite... 

Problem management challenges and critical success factors

Following his presentation on “problem management challenges and critical success factors” at the 8th annual itSMF Estonia conference in December, Tõnu Vahtra, Head of Service Operations at Playtech (the world’s largest publicly-traded online gambling software supplier) gives us his advice on understanding problem management, steps to follow when implementing the process, and how to make it...