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A knowledge content creation process that works - without buying pizza

One of the most common reasons why Service Desk teams have a weak or non-existent knowledge repository is that they don't know how to incentivize employees to create content. I've heard about competitions with incentives (pizza, money, days off) based on the number of knowledge documents (or...

Posted to CA on Service Management (Weblog) by Rich Graves on 12-12-2011
Service and portfolio management adapts to the cloud

Cloud computing has fundamentally shifted the way that IT interacts with the departments and business units that we service. We have the choice to consume the supporting solutions that we use to manage our service and portfolio environments in software as a service or managed service form factors. We...

Posted to CA on Service Management (Weblog) by Erik Hille on 11-16-2011
ITIL 2011 – New version or a simple update to v3?

Were you asleep earlier this year and missed the announcement that ITIL has been updated? I know from my recent discussions with enterprises many have no idea that the guidance many of us use for service management has gone through an update cycle. Over the next few blogs I will deal with each book in...

Posted to CA on Service Management (Weblog) by Robert Stroud on 11-15-2011
Something for everyone at Fusion 11

For everyone attending Fusion 11, I wanted to give a quick summary of what CA Technologies, the only Diamond sponsor at the show, will be featuring at the event, which takes place Sept. 25-28 at the Gaylord National Hotel in National Harbor, Md. You will find CA Technologies in booth 418 where we'll...

Posted to CA on Service Management (Weblog) by Leanne Agurkis on 09-23-2011
Effective, Efficient and JUST ENOUGH Service Management!

I ran into a former colleague at the itSMF Australian conference and he shared with me the challenges that his "ITIL" program was having. There were complaints that it was taking too long to promote change to production, that there was too much paperwork (electronic of course) and the fact...

Posted to CA on Service Management (Weblog) by Robert Stroud on 08-18-2011
ITIL 2011 Edition is here, is this the end?

The ITIL 2011 Edition has arrived and for me it seems like a long time in coming (maybe that's because I was aware of the process). This week I have been asked by multiple folks for my opinions on the edition so I thought that I would share a few: Service Strategy is much better! There are actually...

Posted to CA on Service Management (Weblog) by Robert Stroud on 08-11-2011
COBIT 5 - Public Exposure Draft available for comment until July 31

I am pleased to announce (just in case you missed it) that the COBIT 5 Public Exposure materials were published on Monday this week during INSIGHTS 2011, held in Washington DC. It was an honor to announce to the attendees at lunch yesterday following the address by Howard Schmidt, to which there was...

Posted to CA on Service Management (Weblog) by Robert Stroud on 06-30-2011
Focus on the target is critical!

Day 1 of INSIGHTS 2011 is in the books. Woven through the many and varied conversations today were comments about the amazingly motivational session by Afterburner . "Empower with Flawless Execution" was their theme and it resonated brilliantly with the entire audience at the event. "Flawless...

Posted to CA on Service Management (Weblog) by Robert Stroud on 06-28-2011
Design your way to cloud success

To effectively deliver IT enabled business service it is imperative that the service is fit for the purpose. Too often I have been involved in service delivery that is perfectly specified, technically, yet the user aspects are almost an afterthought. Now with IT "in-house" we are able to rapidly...

Posted to CA on Service Management (Weblog) by Robert Stroud on 05-12-2011
CA Service Desk Manager obtains the highest level PinkVERIFY & OGC ISS ITIL certifications

ITIL has been in existence now for almost 22 years and although not a standard, is a widely accepted solution for the effective delivery of service management. Now many vendors claim to be "ITIL compliant" or to "support ITIL" and many customers have asked me how to assure that their...

Posted to CA on Service Management (Weblog) by Robert Stroud on 05-10-2011

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