ITSM Review Podcast Episode 8: ITSM Outside IT – Enterprise Service Management
In this episode
Barclay Rae, Shane Carlson from Fruition Partners and Martin Thompson discuss using ITSM principles and technology outside the IT department – known as Enterprise Service Management.
Shane reports that 3/10 new Fruition projects are outside the IT department
HR is a leading area for ITSM improvement
The IT department needs to be credible before embarking on other areas of the business (Why should I get your help with my critical business processes when it takes you 4 hours to reset a password).
Links mentioned in the podcast and further reading:
ITSM Reader Analytics
ITAM Tools Day
Outside IT Review by Barclay Rae
The ITSM Review are holding a series of seminars this year headed by ITSM superstar Barclay Rae. We will be starting in March with Transforming User Experience – Enterprise Service Management & Self Service. For more information
This podcast was recorded at the end of October 2014.
Cognizant Process Model
This is a very cool online tool for anyone in ITAM or ITSM.
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 models:
Service Level Management
IT Service Continuity Management
Financial Management for IT Services
Information Security Management
Program and Project Management
Each module includes guidance on the following areas:
According to the blurb….
“PathFinder is specifically designed to those:
Tasked with designing an IT Process.
Seeking validation that a process has been validated in the industry.
Looking to increase effectiveness of their current process design.
Seeking assistance with the cultural adoption of their IT process.
Faced with meeting compliance regulations.”
Thanks to Shane for sharing this great
Yes, free. No registration, no 30 day trial, no salesman will call. Enjoy! If you find it useful please share the link and don’t forget to mention