This basic set of checklists will help your ITIL implementation by getting your organization's IT service management in line. One major component of ITSM is service delivery apart from service support, and this checklist focuses on areas that contribute to an ITIL-compliant service delivery arm.
This basic set of checklists will help your ITIL implementation by getting your organization's IT service management in line. A good first step is following these guidelines for ITIL-compliant service support.
Developing a phased approach that brings continuous and measurable improvements is key to implementing an effective SLM capability. SLM isn’t about service level agreements, layers of complex processes and such. SLM is about aligning the services and capabilities IT provides to the organization with its fundamental operational and competitive sustainability needs.
Since service management is far more important to our customers than information technology, the acronym should be SMIT--or Service Management through Information Technology--rather than ITSM. There are many methods for structuring the improvement of the service that we provide to our customers, but all of the complexity boils down to a few important considerations.
More than half of U.S. organizations have “engaged” with the best-practice framework for IT service delivery, but only 8 percent say they are aligned with it.
IT governance is a relatively new concept that is still evolving...and good IT governance practices share many fundamental principles with enterprise governance.
As we think about how we evolve our portfolio management disciplines, it is important to practice portfolio management within the context of service management. Ideally, an IT organization clearly defines its set of products and services via a service catalog and each customer works with a service portfolio manager to manage the lifecycle of services that is pertinent to them.
Ever stop to think what the differences are between ITIL Service Level Management and mainstream Customer Relationship Management functions? Are they complementary to each other? Is CRM contained within SLM, or visa versa? The answers are a click away...
ITIL brings with it tremendous potential to transform an organization. However, it requires unwavering persistence and commitment to leverage the transformation potential.
Does your PPM solution help you understand the cost of IT operations or just your projects and portfolios? Technology Business Management is an emerging category of software solutions designed to help CIOs and IT executives manage and communicate the cost, quality and value of IT Services.
Can you use ITIL as a differentiator over your competition? Is this a meaningful differentiator that will make potential customers choose us over the competition, or is it just another thing that you have to do in order to keep the playing field equal and that only becomes a differentiator if you don’t do it?
ITIL appears ready for prime time. So why isn’t it being implemented with great success across the board in IT organizations? This two-part series will set forth some observations and insights on how you can successfully evolve ITIL standards into your organization.
Are you familiar with the new Joint Framework IT Governance Standard, the first attempt to develop a universal standard that will work in Europe and the United States? This work in progress will undergo many changes and recalibrations over the coming years, but it's not too soon to familiarize yourself with its components.
Just what is continuity planning and disaster recovery, and how can an organization get started with its planning efforts? Recent tragedies have proven there is plenty of work to do. Here's what the IT world can do to help prevent future failures.
ITIL appears ready for prime time. So why isn't it being implemented with great success across the board in IT organizations? As we continue to look at how you can successfully evolve ITIL standards into your organization, we present the remainder of ITIL’s modules along with implementation recommendations.
Knowing when and how to engage with key groups in the release of your project deliverables is a crucial aspect to achieving project success. And this is where ITIL can be of most value to the project manager in the trenches: by providing insight and guidance on how to accomplish this important step.
This article focuses on the continuity management and disaster recovery component of ITIL, the Information Technology Infrastructure Library that was developed by the UK Government and is now part of the Joint Framework for IT Governance.
The difference between strategic project success and failure for organizations is often based on their IT governance framework. And project portfolio management tools are contributing more and more to the governance area through core components. Here’s a roundup of solutions to consider.
With the pressure of Sarbanes-Oxley compliance weighing on them, CIOs are looking for the IT governance standards that will bring them up to par. Of course, compliance isn't as simple as following a single standard. Here is a rundown of standards appropriate to each funcitonal area of your IT department.
The Information Technology Infrastructure Library has become the recognized standard for managing IT service levels throughout the enterprise. What should you know about ITIL and service level management? Wrap your arms around the components and terminology contained within this extensive framework by reading on.
The Cornerstone of Business Transformation.
