ITIL v3: Five ways to make it work for you
Posted by Don Milani
No one disputes that ITIL is the “go-to” resource for IT service delivery best practices. But which is best for your company: Version 2 or Version 3?
The 5 reasons IT can’t speed things up
Posted by Don Milani
Read what stands in the way of speeding up IT.
CIOs adopt ITSM for outsource best practice
Posted by Don Milani
CIOs looking to outsource parts of their IT provision are increasingly using best practice frameworks such as ITSM according to a survey of 370 CIOs.
http://www.cio.co.uk/concern/change/news/index.cfm?articleid=2726&pagtype=allchandate
How Small Companies Can Make a Big Impact with ITIL
Posted by Don Milani
The IT Infrastructure Library set of best practices and processes help organizations get value from their information systems. But you don’t have to be a big global company to benefit from ITIL.
http://www.cio.com/article/201650?source=nlt_cioinsider
Dirty Little Secrets of Application Dependency Mapping
Posted by Don Milani
What you need to know for your CMDB implementation.
http://www.itsmwatch.com/itil/article.php/3718406
CMDB justification
Posted by Don Milani
Like any IT project, a configuration management database (CMDB) deployment requires time, money and resources. You just have to be strategic in justifying your business case.
http://searchcio.techtarget.com/tip/0,289483,sid182_gci1295462,00.html
Financial Regulations - Keeping up with change
Posted by Don Milani
Some tips on how you can best address today’s financial-sector regulatory environment and prepare to meet the developments and changes that may be coming in the future.
An Unauthorized History of ITIL
Posted by Don Milani
An interesting article from the IT Skeptic.
http://www.itsmwatch.com/itil/article.php/3719021
IT Credibility Challenge - Inconsistent View of IT’s Performance
Posted by Don Milani
Bad news travels fast, good news barely travels at all.
http://www.cioupdate.com/article.php/3711706
Stop Thinking of Your Helpdesk as a Helpdesk
Posted by Don Milani
The vast majority of people in your company will form their entire impression of IT based on their experience with your Help Desk.
http://www.cioupdate.com/insights/article.php/11049_3728466_1
New versions of ITIL books?
Posted by Don Milani
A reader of the ITIL books noticed that an updated version of at least one ITIL core book was in the market—but without any release information.
http://en.itsmportal.net/en/node/15668
Watch Out for Training Costs in ITIL v3
Posted by Don Milani
ITIL is raising questions concerning the cost and extent of ITIL training and certification.
Case Study on IT Service Demand Management
Posted by Don Milani
Read about one company’s journey with Demand Management.
http://newsmanager.commpartners.com/itsmf/issues/2008-01-10/5.html
Service Level Management - Points of Failure
Posted by Don Milani
Mistakes to avoid on the Service Level Management journey.
http://www.servicecatalogs.com/WikiHome/Articles/Article24
Webcast - ITIL 3: A Framework for IT Transformation
Posted by Don Milani
The recently released Information Technology Infrastructure Library (ITIL) Version 3 puts a spotlight on business processes for CIOs. Gary Beach, publisher emeritus of CIO Magazine, recently sat down with four C-level technology executives from Sunoco, Raytheon, John C. Lincoln health Network, and sponsor HP to explore the CIO’s changing role and how they’re leveraging ITIL v3 to enhance IT and business alignment. (Note that the webcast requires the completion of a form.)
http://www.cio.com/webcast/169550/ITIL_A_Framework_for_IT_Transformation
Producing an IT Service Catalog
Posted by Don Milani
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, the IT operations of many Global 2000 corporations are embarking on a fundamental transformation - the development of an IT Service Catalog.
http://www.itsmwatch.com/itil/article.php/3520901
World-Class IT Services
Posted by Don Milani
How Rohm and Haas Company defined IT Services.
Operational-level agreement: An IT game plan
Posted by Don Milani
Contains six tips for crafting an OLA.
Transatlantic ITIL survey puts Europe way ahead
Posted by Don Milani
European organizations are leading their North American counterparts in the adoption and execution of IT service management (ITSM) guidelines, a new report has revealed.
http://www.itpro.co.uk/internet/news/132104/transatlantic-itil-survey-puts-europe-way-ahead.html
ITIL v3 and Service-Oriented Architecture (SOA)
Posted by Don Milani
New ITIL v3 focuses on Service-Oriented Architecture (SOA).
http://searchsoa.techtarget.com/originalContent/0,289142,sid26_gci1277548,00.html
EXIN and TÜV SÜD Akademie to launch new ISO/IEC 20000 certification program
Posted by Don Milani
EXIN and TÜV SÜD Akademie to launch new ISO/IEC 20000 certification program. EXIN (Examination Institute for Information Science) and TÜV SÜD Akademie are jointly developing a new, multi-level IT certification program for ISO/IEC 20000. ISO/IEC 20000 was introduced in late 2005 as the new international, independent Quality Standard for IT Service Management. This quality standard specifies the practical procedures an organization should follow to improve the quality of its IT Service Management processes.
The Top 20 Best Practices for Managing IT
Posted by Don Milani
Forrester Research has come up with a list of best practices you can use to get better results from IT.
http://www.cioupdate.com/insights/article.php/3710291
The Evolution of the ITIL Request
Posted by Don Milani
About the Request Fulfillment process in ITIL v3.
http://www.itsmwatch.com/itil/article.php/3705936
Give Demand Management the Attention it Deserves
Posted by Don Milani
How to get demand management best-practices rolling in your organiziation.
http://www.itsmwatch.com/itil/article.php/11700_3711151_1
itSMF International Gets New Board
Posted by Don Milani
Information about the new board for itSMF International....
http://www.itsmwatch.com/news/article.php/3709666
ITIL Refresh News, Fourth Edition, Autumn 2007
Posted by Don Milani
The final edition of the ITIL Refresh News....
http://www.best-management-practice.com/gempdf/ITIL_Refresh_Autumn07.pdf
ITIL Qualification Scheme Finalized
Posted by Don Milani
The new ITIL training and qualification scheme has been finalized…
http://www.best-management-practice.com/gempdf/ITILV3_Qual_Scheme_v3_0.pdf
An Introductory Overview of ITIL V3 Pocketbook
Posted by Don Milani
This is a free 55 page PDF download.
http://www.itsmf.org/files/itSMF_ITILV3_Intro_Overview.pdf
ITIL Gets the Hard Sell—by IT Execs
Posted by Don Milani
IT managers are finding that internal marketing—particularly to their own staffers—are needed to encourage adoption of ITIL…
http://cwflyris.computerworld.com/t/2174142/99324757/82246/2/
ITIL V3 Certification & Qualification Update
Posted by Don Milani
The ITIL Chief Architect Sharon Taylor gave an update presentation on the ITIL V3 certification and exams at the recent itSMF USA Conference…
http://www.itsmf.com/upload/QandC/ITILV3%20Certification%20Update%20-%20Sep07.pdf
Increasing adoption of ITIL is making resistance futile
Posted by Don Milani
Article from ComputerWorld magazine…
http://cwflyris.computerworld.com/t/2107010/58814731/79778/2/
ITIL V2 body of knowledge decommissioning
Posted by Don Milani
ITIL V2 - Questionnaire—itSMF International is seeking input as to when the ITIL V2 body of knowledge could be decommissioned
http://www.itsmf.com/news/news.asp?NewsID=307
New ITIL Exams Announced
Posted by Don Milani
EXIN offering new Service Management Foundation exams for v2 and v3 ...
http://www.itsmwatch.com/news/article.php/3683346
itSMF Conference Update
Posted by Don Milani
itSMF USA Fusion ‘07 conference spotlights advancement of ITSM best-practices with focus on ITIL version 3…
http://www.itsmwatch.com/news/article.php/3688591
Toyota unit gets ITIL right second time around
Posted by Don Milani
Toyota Financial Services made two efforts to make the best practices laid out in ITIL work ...
http://www.networkworld.com/news/2007/041907-itil-toyota.html?nwwpkg=itil
ITIL v3 Qualification Scheme Announced
Posted by Don Milani
Information on ITIL V3 training and certification.
http://www.apmgroup.co.uk/web/site/PressCentre/PressReleases/ITILv3QualScheme.asp
ITIL Version 3 perspective from the IT Skeptic
Posted by Don Milani
Another article from the IT skeptic ...
http://www.itskeptic.org/node/205
ITIL Version 3 Service Strategy: An Early Review
Posted by Don Milani
See if you agree with this early review of ITIL version 3 ...
http://www.bitaplanet.com/it_governance/article.php/3683901
Network World - FAQ on ITIL Version 3
Posted by Don Milani
From Network World - Frequently Asked Questions (FAQ) on ITIL Version 3 ...
http://www.networkworld.com/news/2007/041907-faq-itil.html
Network World article - 10 ways to make ITIL work for you
Posted by Don Milani
British-based best practices framework proves to cut costs and improve operations in U.S. IT shops ...
http://www.networkworld.com/news/2006/071006-itil-package.html?nwwpkg=itil
Network World article - ITIL V3 goes live
Posted by Don Milani
Framework designed to make IT service management easier…
http://www.networkworld.com/news/2007/053007-itil-v3-live.html?nwwpkg=itil
OCG publishes ITIL Version 3 FAQ
Posted by Don Milani
This is billed as the “first in a series of communications being prepared by the Chief Architect of ITIL, the Refresh Project team and the authors themselves.”
http://www.itil.co.uk/2006_08_29_faq.htm
ITIL V3 - Changes and comparison with V2
Posted by Don Milani
Summary from the IT Service Management Forum (itSMF)
ITIL Goes Strategic
Posted by Don Milani
The new update to the IT Infrastructure Library could help you improve IT-business alignment and change your focus from fire fighting to service delivery.
http://www.cio.com/article/101302/ITIL_Goes_Strategic
An Introduction to the IT Infrastructure Library
Posted by Don Milani
An introduction to ITIL from CIO magazine…
http://www.cio.com/it_management/it_process/itil/abcs_of_itil.html?source=nlt_cioinsider
CIOs Not Making Time For Business Continuity Planning
Posted by Don Milani
Many midsized to large companies have no business continuity plan. But it’s not because they don’t see the value in it. They just can’t seem to get around to doing it…
http://searchcio.techtarget.com/originalContent/0,289142,sid19_gci1249250,00.html?track=NL-48&a
The Mathematics of Service Management
Posted by Don Milani
To ensure a metric is suitable for Service Management the following rules should be satisfied…
http://www.itilpeople.com/articles/maths%20of%20Service%20Management.htm
ITIL V3 - Changes and comparison with V2
Posted by Don Milani
ITIL’s most recent version, V3, represents an important evolutionary step in its life…
http://www.itsmf.com/news/news.asp?NewsID=283
ITIL V3 International Roadshows Scheduled
Posted by Don Milani
ITIL V3 international roadshows have been scheduled…
http://www.itilv3launch.com/pages/index.html
ITIL V3 proposed three level structure for training and qualifications
Posted by Don Milani
The 16 strong International Examination Panel, under the leadership of Sharon Taylor, has proposed a three level structure for qualifications…
http://www.itsmf.com/news/news.asp?NewsID=291
Five core publications of ITIL V3 to be published on 30 May 2007
Posted by Don Milani
The five titles forming the core of ITIL practice are: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement.
http://www.itil.co.uk/news.htm
Many IT Departments Fail To Measure Performance
Posted by Don Milani
IT departments are failing to measure their own performance or service levels to the business, according to new research.
Without such basic measures in place, IT departments risk having their major functions outsourced, analysts said.
A survey by research company Coleman-Parke for IT services provider Dimension…
Microsoft’s Growing Interest In IT Management
Posted by Don Milani
If there’s one thing Americans know how to do, its conventions. It seems that every town has its venue, and every association worth its salt will organise an event at least annually. In San Diego a few weeks ago, Microsoft’s management summit cohabited the downtown convention center (sic) with the Society of Realtors and the American Association of Airport Executives. Take away the logos and defocus the eyes a little, and it becomes almost impossible to tell the difference.
http://www.it-director.com/content.php?articleid=13302
ITSM & Teamwork Run Data Centers Better
Posted by Don Milani
To get the most from your data center requires teamwork, writes ITSM Watch guest columnist Sean Nicholson of Aperture.
In the last few years, standards for data center technology have been refined and improved to the point where data center managers target 99.999% uptime for the servers and storage needed to run enterprise systems.
http://www.itsmwatch.com/tech/article.php/3612186
Measures of ITIL Performance Contribution Lacking, Survey Shows
Posted by Don Milani
In recent years, organizations have increasingly adopted a variety of “best practice” frameworks as part of their performance improvement and service management strategy. The Information Technology Infrastructure Library (ITIL) has emerged as the most popular of these methods. While few doubt the general benefits of ITIL, the ability to quantify gains resulting from its implementation remains elusive.
http://www2.cio.com/analyst/report4101.html
Metrics Matter: Five Essential IT Metrics For Success
Posted by Don Milani
Effective measurement must include data from new projects as well as the ongoing maintenance work such as bug fixes and enhancements, yet only 4% of IT Managers have visibility into application maintenance efforts. This white paper prescribes five essential metrics to reveal a comprehensive snapshot of ongoing AD and new IT project progress.
http://cwflyris.computerworld.com/t/988223/1043484/40382/0/
Financial Management and the Cost of Service
Posted by Don Milani
This article examines the strategic role of IT Finance by emphasizing the concept that IT Finance cannot be strategic by itself. Finance must be joined with other IT processes in order to develop harmony with company strategy.
http://www.itsmsolutions.com/newsletters/DITYvol2iss44.htm
Moving IT Service Management from Chaos to Value
Posted by Don Milani
Facing scrutiny about their value, IT organizations now find they must deliver both a predictable level of service and value to the organizations they serve. Many IT organizations find it difficult to examine their processes and services because they have not engaged in a concerted effort to document or improve them.
IT organizations need to asses their process maturity and agree on the goals of process improvement. This paper addresses an IT evolution model around which organizations can evolve their asset management and service management processes
http://go.techtarget.com/r/715166/1008026
The New Science of Organizational Change Management
Posted by Don Milani
Nothing is more frustrating than trying to get people to alter the way they do things. New research reveals why it’s so hard and suggests strategies to make it easier.
http://www.cio.com/archive/091506/change.html?source=nlt_cioinsider
ITIL: 4 Experts Share Keys to Success
Posted by Don Milani
Proponents of the Information Technology Infrastructure Library, or ITIL, are promoting the framework as a way to boost discipline in technology operations, and adopt a common vocabulary for discussing quality of service and establishing metrics. Where should you begin?
http://www.baselinemag.com/article2/0,1540,1995131,00.asp
Forrester Research Report: Best Practices for the Service Desk
Posted by Don Milani
The Forrester Research Report, “Thirty-One Best Practices for the Service Desk,” describes key best practices, processes and technologies, including how to:
- Support remote employees easily and affordably
- Dramatically improve the user experience
- Increase efficiency and productivity
http://www.gotoassist.com/s/adt_sf/090506
Good IT governance
Posted by Don Milani
Good IT governance is not about committees, processes, forms and procedures. It’s about involving as many people as possible. And then it’s IT’s job to support them.
http://www.cio.com/archive/090106/peer.html?source=cioinsider
A Strategic Look at Network Change and Configuration Management: HP OpenView Network Config Manger
Posted by Don Milani
Network change and configuration management supports a broad array of management disciplines from compliance and security, to change impact management, to capacity and service planning. As such, configuration management solutions are demonstrating strong ROI by providing accurate configuration awareness, well-integrated audits, effective access controls, and automated capabilities to identify and respond to problems. This paper offers a strategic look at network change and configuration management ad examines the critical drivers for managing change.
MOMs the word for a federated CMDB
Posted by Don Milani
Long before MOM became an acronym for Microsoft’s Operations Manager, it was a generic term applied to a vendor-agnostic group of enterprise management products. In this capacity, the acronym stands for Manager of Managers, and describes an architecture exemplified by CA’s Aprisma. Aprisma’s MoM event console is an approach to scaling and managing multiple distributed instances of Aprisma. The tiered design minimizes SNMP traffic across the WAN while providing a single enterprise view of the infrastructure environment. What would happen if this same design was applied to the problem of integrating multiple information stores into a federated CMDB consolidation product?
http://www.networkworld.com/newsletters/nsm/2006/0925nsm2.html
Apollo 13 - ITIL Training Program
Posted by Don Milani
Could your IT team band together to save the Apollo 13 astronauts? That’s the mission for participants in a novel IT Infrastructure Library (ITIL) training program.
http://www.cio.com/archive/091506/tl_itil.html?source=nlt_cioinsider
IT Service Management Process Maps
Posted by Don Milani
The Information Technology Infrastructure Library (ITIL) has become the de facto standard in IT Service Management (ITSM) best practice and the lens through which the value of IT service is viewed and measured. From its beginning as a collection of best practices in 1988, ITIL has almost achieved “cult” status in IT operations management. Many IT organizations are turning to ITIL to improve the quality and cost effectiveness of the services they provide to the business.
This paper presents a unique approach to charting the ITIL journey through a visual representation of the ITIL framework and its interdependent processes, utilizing the concept of an urban underground transport system. Using ITSM process maps as a set resource guides, it provides IT executives, strategists and implementers with a common reference point for ITIL understanding , communication and successful project planning and implementation.
IT Cost Reduction & ITIL
Posted by Don Milani
August 29, 2006
Story by N. Dean Meyer
Title: Strategic Systems; This overused term is at risk of losing all meaning. What’s truly strategic?
Excerpt from Levels of Business Value, Level 2: IT Efficiency: “Examples of a Level 2 investment are a migration to a new infrastructure platform that will significantly improve IT’s cost structure, server consolidations, process improvements like ITIL, and IT organizational improvements.”
http://www.cio.com/leadership/buzz/column.html?ID=24245&source=cioinsider
Certified ITIL Expert to Speak on “The Future of ITSM” at itSMF 2006 National Conference
Posted by Don Milani
August 17, 2006
Michael Maley, Certified I.T. Infrastructure Library (ITIL) Manager and I.T. Service Management (ITSM) Practice Director at Covestic, to present Covestic’s vision that the future success of ITSM is in leveraging Business Process Management (BPM), and will demonstrate a new ITSM BPM tool.
http://www.jupiterevents.com/itsmf/fall06/agenda.html
Measures of ITIL Performance Contribution Lacking, Survey Shows
Posted by Don Milani
In recent years, organizations have increasingly adopted a variety of “best practice” frameworks as part of their performance improvement and service management strategy. The Information Technology Infrastructure Library (ITIL) has emerged as the most popular of these methods. While few doubt the general benefits of ITIL, the ability to quantify gains resulting from its implementation remains elusive....
http://www2.cio.com/analyst/report4101.html
The ITIL Refresh - What’s It All About?
Posted by Don Milani
Introduction
The I.T. Service Management (ITSM) community is anticipating the I.T. Infrastructure Library (ITIL) update that will soon be released, known as ITIL version 3, or the ITIL Refresh. In our August 06 Topic of the Month we’ll summarize the current status and content of ITIL v3, and what insiders in the industry are saying about it.Staffing By The Numbers
Posted by Don Milani
August 2006
Is your IT department bloated or undersized? Here’s how to do the math
Our research and experience ... has shown that organizations implementing ITIL best practices at the enterprise level typically see overall efficiency improvements of 15% to 35%....
CMDBs reduce costs, automate tasks
Posted by Don Milani
July 31, 2006
Buzzword du jour: configuration management database.
CMDB has become the buzzword du jour for management software makers and IT Infrastructure Library (ITIL) advocates. CMDBs promise financial gains through better asset management and reduced manual labor because of automated processes. It promises to increase operational efficiencies derived from management data correlation across multiple systems…
http://www.networkworld.com/news/2006/073106-configuration-management-database.html
HP snaps up Mercury Interactive
Posted by Don Milani
July 25, 2006
Hewlett-Packard announced that it will acquire management software company Mercury Interactive for $52 a share, or $4.5 billion in cash.
“I am confident that this transaction means HP is building a software business that must be reckoned with,” Mark Hurd, HP’s chief executive officer, said in a conference call following the announcement....
http://news.com.com/HP+snaps+up+Mercury+Interactive/2100-1014_3-6098351.html
Covestic partners with Lombardi to automate operational processes
Posted by Don Milani
July 24, 2006
Lombardi, the leader in business process management (BPM) software for Global 2000 companies, and Covestic, Inc., a leading business and IT consulting firm, today announced as part of a strategic alliance that Covestic will utilize the award-winning TeamWorks® BPM platform in its customer engagements. Using TeamWorks, Covestic will create and deliver solutions that enable and automate all aspects of IT Service Management (ITSM) operations....
http://www.covestic.com/downloads/Lombardi-Covestic-7-24-2006.pdf
CMDB adoption: How best to get the job done
Posted by Don Milani
July 24, 2006
ITIL’s notion of the CMDB reflects its definition of configuration management as touching virtually all aspects of the infrastructure as it maps to service delivery....
http://www.networkworld.com/newsletters/nsm/2006/0724nsm1.html
Ten ways to make ITIL work for you
Posted by Don Milani
July 10, 2006
British-based best practice framework proves to cut costs and improve operations in U.S. IT shops.
Want to know how companies such as DHL, General Motors and Nationwide Insurance achieve operational excellence, maintain high levels of IT efficiency and keep their systems compliant with myriad regulatory requirements? They adopt best practices, and more times than not, they choose ITIL as part of their plan to streamline IT processes and improve overall network performance....
http://www.networkworld.com/news/2006/071006-itil-package.html
Value Added
Posted by Don Milani
July 7, 2006
Story by: Susan Cramm
How CIOs can engineer a ‘tipping point’ to speed up adoption of value management practices and prove IT matters.
IT spending continues to be viewed as an expense to be managed and not an investment to be optimized. This inability to quantify the value IT delivers to the business is, in my opinion....
http://www.cio.com/research/leadership/edit/ec070706_value.html
How Bank of New York Uses ITIL to Troubleshoot
Posted by Don Milani
July 6, 2006
Technology managers at the bank of New York thought they were doing a good job of running the information systems, networks and other services the company supplies to its internal and external customers. But good wasn’t good enough. They couldn’t back up their assessment with metrics.
That’s why Bank of New York’s technology managers turned to the Information Technology Infrastructure Library, or ITIL....
http://www.baselinemag.com/article2/0,1397,1985556,00.asp
ITIL Frequently Asked Questions (FAQ) page
Posted by Al Schultz
Answers to frequently asked ITIL questions
ITIL® Refresh – “Public Scope and Development Plan Report” now available
Posted byAl Schultz
Posted: June, 26 2006
The report gives an overview of the approach to the changes in content of the ITIL® Refresh Project core publications. It outlines the scope, plans and governance structure of the refresh work. It explains the distinction between different types of future ITIL publications and shows how the proopsed scope and structure supports improvements mandated by the consultation findings.
Each planned publication is described briefly and put in context with the others. Finally an approximate time to development timescales is given.
Included in the report is a statement on the speculation of the implications with reference to the OGC Commercial Acitivities Recompetition (CAR) and ITIL® Refresh projects.
http://www.itsmf.com/images/news/scope_web.pdf
ITIL Adoption: 2006 Could be Watershed Year in U.S.
Posted byAl Schultz
Posted: June, 26 2006
ITIL (the Information Technology Infrastructure Library) is the most
widely accepted approach to IT service management in the world.
That is a direct quote from the home page of the Office of Government Commerce (OGC), an agency of the federal government of the United Kingdom. While ITIL is nearly ubiquitous in Europe and in many parts of Asia, it is just gaining traction in the U.S. However, it is likely that U.S. companies will make the OGC claim a reality within the next two years—possibly by year–end 2006.
http://www.computereconomics.com/article.cfm?id=1068
The IT Portal - A platform for Service Management
Posted byAl Schultz
June 15, 2006
Story by: John Stone, Jamison Roo, and Derek Lonsdale
An effective IT portal improves service management and enhances the relationship between IT and the business, write CIO Update guest columnists John Stone, Derek Lonsdale, and Jamison Roof of PA Consulting.
IT organizations across industries are undergoing transformations and restructuring to enhance the value they deliver to. . . ,
http://www.itsmwatch.com/itil/article.php/3613771
CIO Tech Poll Highlight
Posted by Don Milani
June 2006
Question 19) Of the following, what is your top priority for FY07 budget planning? (Total Votes: 184)
Enabling business processes: 54.9%
Improved IT performance: 25%
Business Innovation: 13.6%
Cost reduction: 6.5%
http://peoplepolls.com/results/CIO/060806.asp?user=CIO
Looking at ITIL and ITSM From the Business Side
Posted byAl Schultz
June 1, 2006
Story by: Mohammad Kashif
In today’s corporate world the phrase “IT is Business” is often used, but how many people ask how would IT really “do business,” asks ISTMWatch guest columnist Mohammad Kashif of Noblestar.
All organizations expect their IT departments to look to the business for direction, which has led IT to start thinking and acting like a business. As a result, business concerns are fast becoming. . . ,
http://www.itsmwatch.com/itil/article.php/3610536
Competing Vendors To Develop CMDB Standards
Posted byAl Schultz
May 23, 2006
Story by: Liz Roop
ITSM efforts may get a leg up if these various vendors can come to terms and actually implement what they talk about.
Driven in part by customer demand and in part by the need to advance individual business strategies, several leading software management vendors have teamed up to develop standards to define federation of configuration data into configuration management databases (CMDBs).
The effort is being touted by some as. . . ,
http://www.itsmwatch.com/itil/article.php/3608331
A new ITIL for the integration age
Posted by Don Milani
May 16, 2006
The revised IT Infrastructure Library will offer the enterprise an up-to-the-minute framework for maximising business value of IT-based services.
For years a common theme for consultants, analysts and others has been the need for business-IT alignment, without it ever seeming to be achieved. Maybe one of the reasons is because…
... it is the wrong goal. We should be striving for integration, not alignment. I do not believe that there is such a thing as an “IT service” any more; rather there are business services, which are wholly or partly enabled by technology....
http://www.computerweekly.com/Articles/2006/05/16/215902/A+new+ITIL+for+the+integration+age.htm
The Three Rings Of Service Support
Posted byAl Schultz
April 20, 2006
Authored by: Bill Eldridge
Can the Broadcast IT Facility Rise to the Management Level of a Well-Run Circus?
This metaphor is used by Radio World’s Bill Eldridge, to illustrate the cooperation of Configuration, Change and Release Management.
“At a minimum, the tightrope is kept in good repair, the lions are always fed and the trapeze artists discuss changes before they go on - a sense of priorities that may not be matched in a broadcast facility.”
Having seen a few circuses lately with my kids, enjoying the well-coordinated changes between acts, the fluid choreography between. . . ,
http://www.rwonline.com/reference-room/it_service/2006.04.20-07_rwf_IT_4_update.shtml
A practical approach to delivering ITSM
Posted byAl Schultz
April 19, 2006
Source: Management Updates
During the past decade, the pendulum has swung all the way from abundant IT spending through to IT being seen as a significant business cost. This perceived lack of benefit delivered to the business compared to the size of investment in IT has resulted in a spate of cost cutting and outsourcing, rationalization of IT spending and the beginning of business owners holding IT responsible for costs and quality of services.
With the perception of IT now starting to inch back towards a more reasonable and balanced position – one where its value to the business is. . . ,
http://www.busmanagement.com/pastissue/article.asp?art=26096&issue=156
Most Companies Adopting ITIL Practices
Posted byAl Schultz
March 1, 2006
By: C.G. LYNCH
The Information Technology Infrastructure Library (ITIL), a set of best practices in IT management, is helping companies align IT with their larger business objectives, according to a recent survey by consultancy Evergreen Systems.
Of 167 CIOs and other senior IT executives who participated in the survey, 95 percent said they had budgeted for or approved ITIL projects during 2005, and 85 percent said their ITIL plans included . . . ,
http://www.cio.com/archive/030106/tl_mgmt.html
ISO/IEC 20000 benchmarks provision of IT service management
Posted byAl Schultz
December 15, 2005
With up to 80% of information technology budgets of most organizations directly linked to service management processes, a new ISO/IEC standard that benchmarks this activity is expected to result in cost savings for users, whether large or small enterprises, as well as increased productivity and improved customer service.
Published by ISO (International Organization for Standardization) and IEC (International Electrotechnical Commission), ISO/IEC 20000 will enable. . . ,
http://www.iso.org/iso/en/commcentre/pressreleases/archives/2005/Ref985.html
Building Blocks Of Process Innovation
Posted by Don Milani
November 2005
Combining the elements of best-practice frameworks such as ITIL, ISO, and COBIT can result in integrated systems and process improvements.
The adoption of the ITIL framework—and driving through specific process improvements around incident, problem, and change management—has given us more than a 60% reduction in mean-time-to-repair and a 45% reduction in the quantity of Severity 1 problems—malfunctions that affect multiple IT users—over the past 12 months....
ITIL Power
Posted byAl Schultz
September 1, 2005
Why the IT Infrastructure Library is becoming the most popular process framework for running IT in America, and what it can do for you.
By: Ben Worthen
When Mead and Westvaco—the country’s two largest forest products and packaging companies at the time—merged in early 2002, Jim McGrane, then the vice president of process development at Mead, was promoted to CIO and assigned the unenviable task of standardizing the new entity—$7.2 billion MeadWestvaco—on a single SAP system. McGrane had started redesigning Mead’s order management and financial processes four years earlier, so it was natural this . . . ,
http://www.cio.com/archive/090105/itil_frameworks.html
The Communication Gap
Posted by Don Milani
June 1, 2005
Two surveys from Gartner and McKinsey & Co. suggest that CIOs must do more to improve the perception of IT among CEOs and other business leaders. Far from being an indication that “IT doesn’t matter,” however, these surveys show that CEOs recognize the value of IT. They want more consistent delivery of business value and better communication of that value.
http://www.cio.com/archive/060105/tl_reports.html
Frameworks Boost Business Efficiency
Posted by Don Milani
March 2005
Companies are seeing returns from programs and initiatives that help measure and improve processes, quality, and customer service
The most commonly used technology standards are ISO 9000x, 65%; Capability Maturity Model for Software, 32%; IT Infrastructure Library (ITIL), 26%; and Capability Maturity Model Integration (CMMI), 20%....
Running IT Like a Business
Posted by Al Schultz
May 01, 2004
Running IT Like a Business Defined
Running IT like a business means managing the department and its activities using the disciplines and practices that make any business effective, efficient and accountable: sound project management, financial audits, customer satisfaction surveys and internal IT marketing, to name a few. These practices must be institutionalized, mutually reinforcing and compatible with the overall enterprise culture.
Your CEO Still Doesn’t Get IT
Posted by Don Milani
April 15, 2004
More than two-thirds of CIOs say that their CEOs view IT as a cost of doing business—and not, unfortunately, as a business enabler...