Silo-ed Engineering and Development, Technology Management and Request Management

In a previous blog, I discussed what it means to manage in silos. Let’s now discuss the following types of silos in greater details: Siloed Engineering and Development Siloed Technology Management Siloed Request Management Siloed Engineering & Development In most established (not necessarily mature) IT organizations, there seems to be a damaging and common trend […]
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Applying the Business Service Management Approach to Restaurant Management

Business Service Management (BSM) is an approach whereby an organization’s business needs and its IT services are aligned. The BSM approach is applied with the critical understanding that an organization’s success is dependent on the reliable delivery of its IT services — much the same way that a restaurant’s success is dependent on the reliable […]
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How ITIL® Service Catalog & Service Portfolio Can Be Leveraged to Drive Service Management Culture

An organization’s Service Catalog and Service Portfolio consist of the identification and documentation of their business and technical services. Service Catalog is a menu of items (business and technical services) offered by the IT organization. Service Portfolio, on the other hand, includes all retired, operational and future services. According to ITILv3, Service Catalog should contain […]
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Business-IT Integration, ITILv3 & Cultural Transformations – Part II

Business-IT Integration, ITIL® v3 & Cultural Transformations: Part II Continuing our discussion from Part I, we understand that while ITILv3 enables IT organizations to apply Business Service Management (BSM) concepts—and therefore align business and IT goals—it is a process that doesn’t happen overnight. It is absolutely critical to realize that integration of ITILv3 is about […]
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Business-IT Integration, ITILv3 and Cultural Transformations – Part I

In the last decade or so, we all have witnessed the business enterprise evolutions caused by the emergence of the Internet and IT. Immediately following the .com bubble burst, business enterprises have, justifiably, gone through the state of denial (IT is necessary evil, IT is not important, IT is back-office, and so on) by attempting […]
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