Idwell on Service Management

Thoughts on how to design and implement IT Service Management


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Want a Strong ITIL Strategy? Start with the Right People

Many ITIL® training alums may wonder, “Now that I’ve learned these best practices, how do I actually implement them in my workplace?” An effective ITIL strategy is the product of a concerted focus on people, process and technology, as well as an ongoing, cost effective and valuable IT servic

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The silver bullet for ITSM success

It seems now, to me, that we have an IT Service Management framework and standard out there for every taste and preference. There’s ITIL, the preeminent one, but there’s also CoBIT, ISO 20000, TOGAF, IT4IT, USMBOK, lean IT, agile, DevOps and so on.

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5 Common Service Desk Mistakes and How to Avoid Them

People like to talk and write about the future of IT service management (ITSM). It might be because it seems cooler than the ITSM status quo. It might also be because people don’t want to retread over the same ground gain – after all, blogging has been around since the start of the millennium.

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An Over Emphasis on Innovation?

Technology is all about innovation.  It is almost impossible to find any tech or service provider that does not tout their ability to innovate. Innovation is exciting, new and different. But is innovation the key to success for tech companies?    I’m not sure.

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The Business Relationship Manager

The Business Relationship Manager is a role that serves as a strategic interface between the IT Service Provider and one or more Business Partners (or Business Units within a single organization) to promote, and influence Business Demand for IT services and products.

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