Public cloud services affect more than the traditional on-premise IT infrastructure. They also affect the people that deliver and manage IT services, and the operating and IT service management (ITSM) models used in doing it.
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We’ve been hearing more and more about Business Relationship Management (BRM), and for good reason.
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Incident management plays a key part in the IT service management ecosystem and in keeping businesses running. But what are the key things that need to be considered when optimizing your incident management capability?
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If you’ve been following my blogs (or even if you’re just a savvy IT professional like yours truly), then you know that ITIL® offers us a wide range of processes to learn, love. and adapt to our circumstances.
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Yesterday I walked home through the park and watched someone throwing around a ball with his dog. Literally every time the guy first shaped to throw the ball, the dog ran off in the direction it expected the ball to go.
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As an IT service management (ITSM) professional, which public cloud “camp” are you in: Cloud is great? Cloud is a disaster? Couldn’t care less about cloud? (Hopefully none of you are still at “what’s cloud?”) These and many other cloud “attitudes” tend to be present, all at the same
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In Part 1 of this blog I offered five tips for getting started with ITIL, the IT service management (ITSM) best practice framework: establishing a formalized service desk, identifying root causes (problem management), managing changes, tracking software licenses, and starting to use a configuration
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In my last blog I gave you five tips that will help to make your IT service desk better, particularly in improving your customer’s experience with IT. Those tips ranged from how to make it easier for customers to contact the service desk, to the importance of writing good call notes.
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Many of us in IT service management (ITSM) talk about the IT service desk as if we already have it all perfect (or as close to perfect as it needs to be). After all, the service desk, or at least its operation, is just common sense.
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Idwell on Service Management