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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... 

Running Your Change Management Process

“When implementing Changes it’s not just a case of hitting a bit red button and shouting “fly my pretties, fly” to an imaginary army of flying monkeys” Following on from my previous post about surviving implementation, here’s some advise on running your Change Management process aka The Day Job. In Change Management your key areas to focus on are: Recording and processing the Change Change... 

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... 

ITSM User Personas

Persona: "the aspect of someone’s character that is presented to or perceived by others" During my time in IT Service Management I’ve read my fair share of process and policy documentation. In fact, I think I’ve had the misfortune to read more than my fair share. Process documentation is important, don’t get me wrong. Without someone taking the time to write down the intention,... 

The RBS Glitch – A Wake Up Call?

More than a fortnight (from the last couple of weeks of June) after a “glitch” affected Royal Bank of Scotland (RBS), Natwest and Ulster Bank accounts, the fall-out continues with the manual processing backlog still affecting Ulster Bank customers. Now, the Online Oxford Dictionary defines a glitch as: a sudden, usually temporary malfunction or fault of equipment I don’t think anyone affected... 

Request Fulfilment in ITIL 2011

"ITIL 2011 sees a hefty revision for the Request Fulfilment process." What is it? The ITIL® Request Fulfilment process exists to fulfil Service Requests – for the most part minor changes or requests for information. Request Fulfilment landed on us in ITIL v3 when there was now a clear distinction between service interruptions (Incidents) and requests from users (Service Requests for example... 

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... 

A Great Free ITSM & ITAM Process Tool (via #Back2ITSM)

Cognizant Process Model This is a very cool online tool for anyone in ITAM or ITSM. COGNIZANT PROCESS MODEL This great resource was kindly shared by Shane Carlson of Cognizant. Shane is a founding member of the #Back2ITSM community, whereby ITSM professionals are encouraged to share their expertise for the benefit of others (and therefore develop the industry). The process model includes the following... 

Planning for Major Incidents

Do regular processes go out of the window during a Major Incident? Recently I’ve been working on Incident Management, and specifically on Major Incident planning. During my time in IT Operations I saw teams handle Major Incidents in a number of different ways. I actually found that in some cases all process and procedure went out of the window during a Major Incident, which has a horrible irony... 

Interview: Simon Morris, 'Sneaking ITIL into the Business'

Ignoring the obvious may lead to a nasty mess I found Simon Morris via his remarkably useful ITIL in 140 app. Simon recently joined ServiceNow from a FTSE100 Advertising, Marketing and Communications group. He was Head of Operations and Engineering and part of a team that lead the Shared Services IT organisation through its transition to IT Service Management process implementation. Here, Simon kindly... 

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