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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... 

Agile CSI: continual service improvement done right

Don’t worry. I am not going to rant on about hypothetical methods or visionary statements. I will not explain why agile is important for the ITSM industry, nor will I explain why agility is crucial for business survival. After all, these are no-brainers, right? I will only use your valuable time to illustrate a practical experience on implementing continual service improvement (CSI), the agile way. In... 

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... 

How do you resurrect your processes?

Ensure processes become stepping-stones instead of stumbling blocks for your organization Let’s face it, processes are boring at best ­ necessary yes, but not something that gets people out of bed in the morning. Maybe it is the control it tries to exert on the masses ­ like an authoritarian adult trying to keep the kids under control. We are all a rebellious lot ­ and the same goes for our rocky... 

People and products: we all get old eventually

We all know that as we get older we lose some of our faculties and our usefulness changes. One interesting aspect of ageing workers is that it isn’t just about being good, bad, better or worse. In many jobs – and jobs as diverse as consultancy and bricklaying come to my mind – the actual deliverable usefulness changes as our strength and endurance fade but knowledge and experience grow to... 

ITSM Community Mixed on Announced Process Additions

New process additions are met with mixed emotions from the ITSM community Authorities today announced the addition of new processes to the IT service management frameworks. It’s long been recognized that many common practices have thus far been shunned in the popular ITSM frameworks. Early reports indicate numerous new processes, functions and roles are being added to the guidance. Long ignored,... 

Availability, Incident and Problem Management – The New Holy Trinity? (part 2)

Following on from part one, here are my next seven tips on on how to use availability, incident and problem management to maximise service effectiveness. Tip 4: If you can’t measure it, you can’t manage it Ensure that your metrics map all the way back to your process goals via KPIs and CSFs so that when you measure service performance you get clear tangible results rather than a confused set... 

Stop Blaming Release Management!

When releases fail, we often point a finger at the release manager, expecting that person to make the necessary corrections to prevent similar failures in the future.  In doing so, we miss the real target – the service delivery flow.  This flow, with its many inputs, is in disarray in most organizations and the solution seems daunting.  This article proposes that there is a simple, inexpensive,... 

Security after Snowden – what do I need to do?

The implications of the revelations of ex-NSA employee Edward Snowden have been much discussed and many people who were not previously concerned with cyber-security are now wondering what they should be doing. This is a good thing – but the danger has not changed, only the perception of it. Most of the ideas outlined here were well known, at least in broad terms, before this, but those who argued... 

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...