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Quick Guide to Knowledge Management

This quick guide has been contributed by Mike Simpson of CIH Solutions. The guide discusses how Knowledge Management (KM) can be used to manage risk and control costs in an IT Service Management environment. The guide identifies four ‘hot spots’ based on the author’s experience and outlines common problems and suggests solutions using KM. Introduction Author: Mike Simpson, CIH Solutions As with... 

How to Get Bigger Budgets

This article has been contributed by Didier Moretti, VP/GM Service Desk Business at Atlassian Software   At the start of every year or quarter, senior managers across the organization get pulled into the tug-of-war of budgeting and headcount planning. And few feel the pain as much as IT. If your team is viewed as a cost center, as IT more often than not is, asking for a bigger budget or head... 

ISO/IEC 20000 – An Opportunity to Grow

This article is a guest post and has been contributed by Drago Topalovic, ITIL & ISO20000 expert.   The first thing to consider when implementing best practices and standards in service management is motive. Why Should We Do It? When you provide IT services, you have to be the BEST you can. In other IT areas like development, infrastructure, and business system deployment, you can perform... 

Self Service IT: Not as Scary as it Sounds

This article has been contributed by Stuart Power, UK Sales Manager at Matrix42. I don’t know about you, but I’ve worked for a number of companies at which, as a new employee, it has taken days or weeks to be given the technology I need to do my job. I’ve no doubt it’s still happening in many organisations today. But as the proportion of ‘digital natives’ in the workforce increases, that... 

Collaboration – The Unconquered Peaks

Philippa Hale of Open Limits Ltd This article has been contributed by Philippa Hale, Director and Senior Consultant at Open Limits Ltd.   Collaboration, across diverse teams and between levels of the hierarchy remain the twin, unconquered peaks for many organisations. This is also true of collaboration internally, within IT functions. Poor collaboration is often revealed to be the fatal flaw... 

Support Provision & the Changing Landscape of the Service Desk

Service desk teams provide support and service to company employees, helping them to make the most of the IT assets that the company provides. At least, that was always the role that IT Service Management teams saw themselves providing. The overall goal may not have altered, but how this is fulfilled has been changing. The traditional methods that service desk teams use to demonstrate their value don’t... 

2-Speed ITSM

IT and ITSM are at a crossroads, where they are being pulled in several directions. On the one hand there is high demand to speed up, be innovative and engaging, yet they must also ‘keep the lights on’ and protect the IT assets of their organisations and customers. With the spread and complexity of technology and searing the pace of change, most IT organisations need to wake up to the fact that... 

Renovating Your House of Change Management

No Laurence Llewellyn-Bowen probably won’t be paying your change process a visit, but he certainly won’t “thwart the juices and desires of the great interior design public (or change managers) at large” whilst undertaking your change renovation project In my inaugural article, I talked about how aligning the change management processes – from capturing customer demand at the beginning;... 

Enterprise Service Management – Enabling Value Delivery Outside IT

The lines between departments are often blurred and requests can be passed around or come to a complete standstill Enterprise Service Management – Enabling Value Delivery Outside IT is a guest post by Darroll Buytenhuys, Chief Operating Officer at Samanage   In IT we often forget this, but we aren’t the only department that provides internal services within an organization. HR, facilities,... 

Practical Ways to Eliminate Alert Fatigue

In March 2014, US Retailer, Target revealed that its security software had detected its now infamous data breach five months earlier, and that at least eight IT employees had seen the threat alert but decided not to act on it.  Some commentators jumped on the firm for its apparent incompetence, but security experts say its reaction was pretty normal. So how and why do data breaches, equipment failures...