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ITSM and multi-sourcing – taking a joined-up approach

"Multisourcing is the disciplined provisioning and blending of business and IT services from the optimal set of internal and external providers in the pursuit of business goals." ~ Wikipedia Behind the intricacies of ITIL and the various strategies that can support ITSM, the overall aim is to improve service delivery and make the whole organisation more productive. By making sure that processes... 

The ABC of ITSM: Why Building The Right Process Matters

Attitude, Behaviour and Culture (ABC) - this sets out to ensure that the human aspect of ITSM and service delivery matches that of the IT implementation. This article has been contributed by Ben Cody of Serena Software. In my previous piece for The ITSM Review, I examined the state of general dissatisfaction with ITSM tools at the moment. In doing so, I wanted to question why a positive dedication... 

Is Your Approach to ITSM Working? – An Alternative to Rip and Replace

Integration as an Alternative to Rip and Replace Ben Cody of Serena Software contributed this article.  If you would like to guest post on The ITSM Review please contact us. When I speak to organisations about their approach to IT Service Management (ITSM), there is no doubt that there is an undercurrent of dissatisfaction. From exorbitant upgrade quotes on ITSM solutions, frustration at not getting... 

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