Tag: ITIL® and COBIT

While achieving ITIL Foundation certification is quite popular, moving beyond Foundation to eventually achieve Expert Certification, can be a daunting, somewhat confusing challenge. To assist in creating a roadmap towards Expert Certification, Learning Tree has created a new, 90 minute webinar – Beyond ITIL Foundation: What’s Next?. Attendance is free. During this 90 minutes session […]

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 […]

Ideally, as part of the service reports your customers receive, the measure of service availability over the last reporting period should be provided. Whenever I make this statement in a course, attendees often ask, what’s the best way to manage service availability? This is a question that most often comes from those faced with a […]

As change managers, we should be aware of the possible emotions we could face during the process of change management. As promised at the end of Part 1, we are going to take a look at some common emotional reactions of IT staff during the change management process, and what we as change managers can do […]

Continuing on my previous blog, let’s discuss the following factors that are critical (aka Critical Success Factors or CSFs) for the overall success of your Business Service Management or BSM journey. Business process enablement and support Business-IT integration Business Process Enablement & Support The level of business value delivered by IT services depends upon the […]