Published:
June 30 2008, 08:36 PM
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1 Comment(s)
by
Peter Doherty
The reason I ask this question is that in the majority of Service Management Programs I have seen, it is a wonder that the Service Management triangle did not collapse because so little interest was shown in the people side of things. In my estimation if you were to break down the amount of money we spend on ITSM programs I would say that roughly 30% goes to process design, 60% goes to technology including infrastructure with 10% being left over to do other ‘stuff’. If we are lucky this will include some sort of training but sadly in my experience this has not been the case. Seeing this, it is no wonder that most ITSM programs fail in respect of not delivering the desired benefits. Should it not be obvious when we are not investing in the resource...
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By: Peter Doherty
Peter Doherty is an ITILv3 contributing author and a Principal Consultant for CA. With 25 years IT experience in Service Management as well as Enterprise Network and Systems Management, Peter Doherty is CA’s foremost Service Management evangelist in the Asia Pacific region. His day-to-day responsibility...
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Published:
June 30 2008, 08:28 PM
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1 Comment(s)
by
Peter Doherty
In V2 there was scant reference to the Service Catalogue as a place where we store a list of our Services and associate SLM and Configuration Management with them. In V3 it talks more about this but with the addition of Service Request Fulfillment there is a fantastic link that I think the V3 books miss out on emphasizing. This is of importance to me as I contributed to that Service Request Fulfillment process and would like to see more people leverage. Probably a good 4 or 5 ears ago vendors came out with Service Catalog tools that were significantly different to how ITIL talked about it. They were all about presenting automated and repeatable Services to customers in a format that the internet had accustomed them to use – the shopping cart...
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By: Peter Doherty
Peter Doherty is an ITILv3 contributing author and a Principal Consultant for CA. With 25 years IT experience in Service Management as well as Enterprise Network and Systems Management, Peter Doherty is CA’s foremost Service Management evangelist in the Asia Pacific region. His day-to-day responsibility...
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Published:
June 26 2008, 05:57 PM
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1 Comment(s)
by
Robert Stroud
I point you to a recent piece on SearchCIO.com--not because I was interviewed for it, but rather it looks at ITIL® in a way I had not previously considered, and with the scores of articles available on ITIL, that's a pretty amazing statement. The article is entitled " Geeks fade away as ITIL infiltrates Allstate ." It credits ITIL with helping to explain the importance of IT to the business and, in doing so, endowing us IT geeks with coolness. How cool is that? This raises some questions. Is a geek endowed with coolness still a geek? Or, does coolness strip a geek of his/her geekiness? As for me, once you read my contributions to the article, I think you'll agree that my place in geekdom is secure.
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By: Robert Stroud
Robert Stroud is vice president of innovation and strategy for Service and Portfolio Management at CA Technologies. Rob is dedicated to the development of industry trends, strategy and communication of industry best practices.
Rob is a strong advocate for the governance, security, risk and assurance...
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Published:
June 17 2008, 09:05 AM
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no comments
by
Robert Stroud
I have been on the road for the last month, traveling to and from New Zealand, Israel, UK, Switzerland, Brazil and the U.S. I've talked to many enterprises from banks, to telecom to manufacturers and I have been hearing consistent messages, which I thought I'd share: All told me that they will soon be adapting their ITIL® v2 processes to v3. IT Governance is a prevalent topic. There is a move to IT Service Portfolio Management. The Service Catalog is seen as a pivotal component of transitioning from v2 to v3. Most organizations are happy with the new event management definition in the Service Operations volume of v3. Most are happy with the service lifecycle definition in v3. Organizations are most pleased with the Configuration Management...
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By: Robert Stroud
Robert Stroud is vice president of innovation and strategy for Service and Portfolio Management at CA Technologies. Rob is dedicated to the development of industry trends, strategy and communication of industry best practices.
Rob is a strong advocate for the governance, security, risk and assurance...
Read More..
Published:
June 05 2008, 12:25 PM
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8 Comment(s)
by
Robert Stroud
During my travels meeting and speaking on the delivery of IT Service Management (ITSM) solutions, I've seen increased interest in the Service Catalog. I asked several practitioners what is prompting this attention and here are the results of my straw poll, in no particular order: Self-service available through the Service Catalog is a more attractive alternative than waiting in a lengthy queue to speak to a service desk operator. We have reached a turning point where more people have confidence in automated IT processes (selections in a Service Catalog) than in dealing with humans. Generation Y, online since birth, makes an easy jump from selecting tunes online to selecting services online. It seems that the growing maturity and familiarity...
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By: Robert Stroud
Robert Stroud is vice president of innovation and strategy for Service and Portfolio Management at CA Technologies. Rob is dedicated to the development of industry trends, strategy and communication of industry best practices.
Rob is a strong advocate for the governance, security, risk and assurance...
Read More..