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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
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
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
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
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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