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IT Service Management

Strategy and IT Management
IT Management
IT Service Management
ITIL Foundations Exam Study Guide
Services
July 11, 20130

01-3 Define and explain the concept of a service (SS 2.1.1)

ITILFND01 Service Management as a Practice 01-3 Define and explain the concept of a service (SS 2.1.1) There are a multitude of definitions for the term service. ITIL provides...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
ITIL Foundations Exam Study Guide
July 8, 20130

01-2 Describe and explain why ITIL is successful

ITILFND01 Service Management as a Practice 01-2 Describe and explain why ITIL is successful (SS 1.4) Many believe that ITIL is successful because it provides a practical...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
ITIL Foundations Exam Study Guide
June 18, 20130

01-1 Service Management as a Practice

ITILFND01 Service Management as a Practice 01-1 Describe the concept of best practices in the public domain (SS 2.1.7, Fig 2.3) Best practices are a way of doing things that...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
Value
June 25, 20120

The Four Aspects of IT Services, Aspect Two

If you have been struggling with building a services business, then ITIL has provided some help in the form of a new definition for services targeted to the business owner or...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
Value
April 15, 20120

The Four Aspects of IT Services, Aspect One

IT service management is about delivering sustainable value to the business from the use of technology. It is not about defining the best process. It’s not about assigning...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
January 31, 20120

How to present value in business terms in the real world

A few years ago, I found myself in a two day meeting with a sales person, a technical presales person, and a client’s IT executive team. The company I worked for sold IT...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Service Level Management
January 26, 20120

IT support sucks but we made our metrics

SLAs should only include those items that can be effectively monitored and measured at a commonly agreed point. Inclusion of items that can’t be effectively monitored almost...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Service Level Management
January 25, 20120

The End-user’s Perception is Your Reality

In order for processes and services to be managed and optimized, there must be a feedback loop that provides management information regarding the functioning of the processor...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Service Level Management
January 25, 20120

IT as Strategic Partner

The quantity and levels of service that IT is able to provide are always bounded by the associated costs. IT Service Level Management (SLM) is tasked with helping the customer...
by Ron B Palmer
Strategy and IT Management
CMDB
Configuration Management
IT Management
IT Service Management
January 24, 20120

Configuration Management Database Introduction

The configuration management database is a virtual concept and is made up of many physical databases and physical stores of information. It becomes a CMDB, when the...
by Ron B Palmer
Strategy and IT Management
Change Management
IT Management
IT Service Management
Process
Release Management
January 23, 20120

Operations and Development Tear Down That Wall

Many IT organizations suffer from less than optimal communication between development and operations groups. This happens so often that a special term has been created to...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Release Management
January 23, 20120

Definitive Stores Reduce Costs

What happens in a typical organization when there is catastrophic damage to a hardware component that requires rebuilding form scratch? In many organizations the existing...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
Release Management
January 20, 20120

Great Release Management Requires Project Management

Release management impacts every process area in the production environment. In addition its effectiveness and professionalism contributes significantly to the general...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Roles
January 20, 20120

Define Your Roles for Best Communication Flows

Effective communication flows are important for any organization. They become increasingly important as organizations grow in size or are required to operate in a more rapid...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
January 20, 20120

Create a Loop to Measure Change Management

How do you know if an individual change or the change process as a whole was successful? This question can be answered by creating a feedback loop. The components of this loop...
by Ron B Palmer
Strategy and IT Management
Change Management
IT Management
IT Service Management
Process
January 20, 20120

One Change Management for all of IT

Many IT organizations have change processes that are specific to different parts of the organization. For instance, development may have its own change process, and each...
by Ron B Palmer
Strategy and IT Management
Change Management
IT Management
IT Service Management
January 19, 20120

The CAB is NOT the Change Authority

The change advisory board is an important concept in change management. It is a group of key stakeholders of changes and they serve to advise and assist the change manager in...
by Ron B Palmer
Strategy and IT Management
Change Management
IT Management
IT Service Management
January 12, 20120

Urgent Change Doesn’t Mean Bypassing Change Management

Urgent changes represent an unrecognized and unmanaged cost to the typical organization. The costs are easily measured in terms of unplanned downtime, utilization of IT...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Problem Management
January 12, 20120

Problem Managers are Fire Fighters

There are two primary roles inherent in the duties of Problem Management, that of fire fighting and fire prevention. All organizations are faced with emergencies (fires) that...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
January 9, 20120

The Clash of Incident and Problem Management

The critical distinction between Incident Management and Problem Management can be defined by their contradictory goals. Incident Management is concerned with restoring...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
January 9, 20120

Incident Problem and Known-Error Relationships

An error in the infrastructure causes a disruption in service. This disruption causes an end-user to call the Service Desk and create an incident record. If the incident can...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
January 8, 20120

What is a Service

Service is an integrated composite that consists of a number of components, such as management processes, hardware, software, facilities and people that provides a capability...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Service Desk
January 7, 20120

Key Considerations for Service Desk

These are some of the key considerations to keep in mind, when implementing the Service Desk function. Information collected here is used in many of the other process areas,...
by Ron B Palmer
IT Management
IT Service Management
Service Desk
January 6, 20120

Goals for Service Desk

For every need that an end-user has of IT, there should be an acceptable response from the service desk. For every IT activity that affects an end-user’s ability to work,...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
January 5, 20120

Introduction to Service Desk

Extending the Range of IT Services – In ITIL the Service Desk is considered to be a function, not a process, and it does more than simply log and resolve incidents. Service...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
December 30, 20110

Managers are responsible for the system

ITIL is based on quality initiatives in businesses, which find their roots in the work of Dr. W. Edwards Deming. Business students will recognize Dr. Deming as the person who...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
December 29, 20110

Why focus on Process?

In the effort to produce competitive advantage there are three primary resources that IT managers have at their disposal to meet business requirements. They are People,...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
Services
December 29, 20110

Who Cares what a Process is?

Process is a series of related activities aimed at achieving a set of objectives in a measurable, usually repeatable manner. It has defined information inputs and outputs,...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
Uncategorized
December 29, 20110

Service Focus Trumps Technology Focus

Every IT organization is familiar with the natural boundaries for communication and cooperation that arise from organizing IT around technology specialties, which are often...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
December 28, 20110

Services Have Types?

Service is an integrated composite that consists of a number of components, such as management processes, hardware, software, facilities and people that provides a capability...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
December 28, 20110

Customers Want Business Services from IT

Information Technology Service Management (ITSM) embodies the idea that the IT department is a service organization, delivering IT services to the business. As such, IT should...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
December 28, 20110

IT is Dead, Long Live IT

Fundamental progress has to do with the reinterpretation of basic ideas. – Alfred North Whitehead IT is a mere infant in the business world, having existed no more than a few...
by Ron B Palmer

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