Making Wise IT Investments
In most silo-ed organizations, most technology-focused teams tend to manage technology for technology. The reality is that lack of appreciation for the business value created by the individual silo-ed technology components prevents silo-ed enterprises to manage technology for the business. Each silo may have silo-ed, technology-focused partnerships and may provide technology solutions with limited cross […]
Getting Started with ITIL®: Are Service Level Agreements the Answer?
It is not unusual for an internal organization to be looking for Service Level Agreements (SLA) with IT. Typically, this stems from the customers/users being unhappy with the service they are receiving and as a result, they are requesting SLAs. The question to ask is this: Will a written signed list of promises really […]
ITIL® Service Delivery: How to Meet Customers in the Middle and Stay on Task
How many times have you received a request from a customer only to have to repeat the process or do additional projects afterwards? Often my students lament that they will have completed a service request only to have to return to the same project again and again. Part of the problem is that we may […]
ITIL® Training: Public or On-Site?
I recently carried out an event in Portugal and was asked the question by a client as to whether they should arrange public course training or on-site events. Both have a number of advantages, described below. Public Course Benefits: Public (in-person) courses provide an opportunity to share best practice knowledge with other delegates in the […]
ITIL® Implementation: Engagement
Enagement: Something so simple, effective and an activity involved throughout the lifecycle, but yet we often overlook the value engagement can bring to any service management division. Who is involved? From the IT service provider perspective, engagement will be critical with customers, external suppliers, internal support teams and other stakeholders with a vested interest in […]