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ITSM Back To Basics – The Service Catalogue

Introduction So here’s the thing. I’ve worked in IT forever and in ITSM for over 15 years and it never fails to amaze me how many failed or unused Service Catalogues there are kicking about out in industry. As a consultant I’ve seen and heard horror stories of clients paying upwards of £60,000 for a Service Catalogue they were told would solve all their problems only to be presented... 

How to Establish an ITAM Program in Less Than 30 Days

Guest post by our friends Tom Bosch & Cathy Won at BDNA. We met Tom & Cathy at Knowledge 16 earlier this year (Vegas baby!) and got chatting about how we need to be more agile in getting both ITSM and ITAM established. Today’s IT departments are grappling with the sea change brought by cloud architectures, virtualization, mergers and acquisitions, software audits, compliance, security,... 

Guest Post: How To Staff Your Windows 10 Migration Team Properly

Guest post from Juriba: Your business has been relying on Windows 7 or Windows 8.1 for some time now, but it is becoming increasingly apparent that you will soon need to have things ready for a transition to Microsoft’s latest offering — Windows 10. With Windows 10 comes a set of changes that your IT team may not yet be entirely familiar with, such as new security configurations, how to handle... 

Integration, Bow Ties & Service Catalogues; Cherwell SIAM Survey Results

Andy White, Cherwell     Our friends over at Cherwell recently conducted a survey on all things SIAM and I was lucky enough to catch up with Andy White, Vice president & General Manager for EMEA to talk through some of the findings.     Andy’s take on SIAM: “SIAM provides a performance regime to govern and control so organisations only pay for things they can use and access.... 

Supercharging Your Service Delivery Using SIAM

The lovely people at Cherwell invited me to join one of their webinars to talk about SIAM so here is the link to the recording! My session was all about how ITIL and SIAM can be used to take your service provision from good to “let’s rock this!” The world and its mum knows that ITIL is the globally recognised framework for ITSM best practice but in a world where outsourcing, co sourcing and multi... 
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Governance 101: The role of effective Service Management governance in an IT services organisation and the key features of a governance framework

Delivering consistent and quality IT services for customers is not easy – and can be even more challenging – if they are not governed effectively. For example, how can an IT organisation look to improve if it doesn’t measure the amount of service-impacting incidents properly? Take the high profile service outages of several major banks in recent years for example. Their customers were... 

How predictive analytics have turned Incident Management on its head

Predictive analytics is set to turn the world of IT service management, and in particular Incident Management, on its head. After all, it has already done this for IT Capacity Planning, where it is now possible to predict and avoid future incidents at a workload level. Within IT capacity planning, forecasting (predicting, if you like) has always been a key feature of the discipline. It was used... 

Guest Post from TOPdesk; SHIFT LEFT (LEFT) AND KCS: WORKING TOWARDS BETTER SERVICES

Joost Wapenaar is a Technical Product Consultant at TOPdesk, as well as the Project Manager for the implementation of KCS within the Support department. This is his take on using the shift left principle to empower others. Background Our Support department receives around 5,000 calls every month. Our 40-strong group, who catch and resolve these calls as efficiently as they can, were given a rating... 

The Holy Trinity of IT Service Management

People, technology and process are the compounds that construct the IT Service Management triumvirate. Having already identified the technology trends, and in particular how predictive analytics will impact incident management, what can we say about the other two members of this very exclusive club? While process tends to lead the way, it needs people to champion it, and technology to support it.... 

ITIL Practitioner: Thoughts on the experience so far

Does ITIL Practitioner live up to the hype? Having followed the teasers, blog posts, promotional videos and (some of the) discussions during 2015 I find the question difficult to answer, even after reading the book and taking the certification exam. In fact, it might be stretching it to call it a hype, even though the press release stated that it was the “most significant evolution in the ITIL best...