In times of recession – how does ITIL Service Management help to keep your good employees?

business, itil, itsm
Today I was interviewed by somebody from the itSMF about trends in the ITSM education and training industry. Inevitably the questions go the the current economic climate and the position of education in all this. To me this is really easy - but then again: I run an education company so I am slightly biased -  ITSM education really helps organisations to make a difference. Note that I don't say 'training' as I don't have a lot of positive things to say about organisations who only focus on the training aspect.. teaching monkeys tricks...  Of course there is a training aspect in each educational program but there is so much more to it! Being an educator means that you know your subject as well as have the ability to make…
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Set your service Free!! or: Free Willy – the ITIL way…

itil, itsm
Yesterday was day 2 of the Service Transition course and we were discussing the following processes: Transition Planning & Support Service Asset & Configuration Management Change Management Release & Deployment Management We had some fantastic discussions, shared valuable experiences and had an overall good time! Then... somebody asked what the difference was between 'releasing' something into the operational environment and 'deploying' something into operations. As none of us have English as their first language (this course is running in Mexico City) - we were in for an interesting discussion! One of the students went back to Spanish for an explanation: Release Management in Spanish is: gestión de la liberación.  Oh, that got my creative juices flowing!! HA - liberación... set the software free! set the service free! Free willy!! Unshackle the bounds of…
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SLAs come with a process attached, says ITIL Service Management

itil, itsm
When you start looking at the reason why many SLAs fail to deliver upon their expectations, you often see that the Service Level Management process hasn't been implemented at the same time... This week I have been teaching a workshop on Service Level Agreements in Indonesia. An amazing experience, as it is always fantastic to see the journey that people go through during these two days. Initially the focus is purely on the document; the Service Level Agreement. But by the end of day 1 people start to realize that you need to go through the whole PLAN - DO - CHECK - ACT cycle to have a complete picture. In the past few days we answered the following questions: Q - How can you create SLAs when you don't…
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ITIL V3 Service Strategy Process Demand Management works with other processes

itil, itsm
The ITIL V3 lifecycle phase of Service Strategy puts a strong focus on Demand Management and the role it plays in the strategy towards, and design of, IT services that meet the expected demands. However, this process can not work in isolation... Demand management needs to work closely together with the processes in the other lifecycles to manage and control all aspects of demand for IT Services. Some examples follow… Service Strategy: -       Financial Management is involved in costing and pricing issues, but also in preparing a value proposition and ROI calculations. It helps with preparing financial constraints measures. -       Portfolio Management is involved with the strategic planning decisions for this new service. How does it fit into the service pipeline and the current live service offerings? It keeps a…
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how to implement a CMDB, CMS and Configuration Management without any problems

itil, itsm
Did that get your attention?! Reality is that most people struggle with the implementation of Configuration Management. Their projects tend to become 'bigger than Ben Hur'  and the CMDB is not trusted because the data is inaccurate. What do you need to do to make your CMDB a valuable component of your IT Service Delivery? Where do you need to start? And what are the pitfalls you need to avoid at any cost? Well, first things first: A CMDB is NOT a product that you buy...  It is the result of the implementation of a Configuration management process and the collection of databases and repositories you need to collect the information about components and how they relate to each other. At the start of each implementation you will need to…
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Service Level Management for cloud computing

cloud computing
To continue on the subject of Cloud Computing and ITSM, I started thinking about Service Level Management. What effect does Cloud computing (potentially) have on the process of Service Level Management? Do you still need SLM when you utilize services from the cloud? How important is SLM when you have external storage or processing services?? Assume you have Service Level Management implemented in your organisation - you probably have the following: You have a Service Requirement Document (created by the customer) as input into your Service Pipeline You have a Service Catalogue which covers ALL current services in life operational use (including some services in transition) You have Service Level Agreements for each Service in the Service Catalogue You have a Service Level Manager who manages and organises the Service…
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Now that is service with a capital S!

business, itil
I feel like I have entered in a scene of that Frasier episode where they discover 'the platinum door' ...! Every time when I travel things get better and better... first there was airline travel and shopping at the airport which is great! But then there was the Airline lounge where you could relax and unwind in between flights (as well as catching up on emails and work in general) but yesterday I entered the relaxation grotto!! HAHA - and I have no intentions of going through  the platinum door (for those of you who have seen the episode) I am quite happy where I am now! I organised a hotel pickup and expected - as per usual - to be picked up after baggage collection and customs clearance. BUT…
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ITIL Service Management – or how to deal with customers who say: "I want – I want – I want…"

business, itil, itsm
I had a brain wave yesterday... (!) All of a sudden it dawned on me that a 'want'  is not the same as a 'need'... It is quite OK to have 'wants' as long as you understand that you can easily live without any of them. (Although a friend of mine commented that 'wants' are really 'needs' at some level, which I thought was really funny!) So what does this mean for Service Level Management? Well, we all know that we need to discuss with our customers what their needs are and when you read the ITIL books there is a differentiation between stated needs and natural needs. Needs are important when we discuss the Services and Service Levels with our customers. When we discuss new services with the customer…
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Delivering Unforgettable Customer Service – yes you: ITIL expert! (I am talking to you!)

itil, itsm
Now that I've got your attention... At the beginning of each year we tend to look at the things we need or want to achieve in the next 12 months. We look at courses we want to do, qualifications and certifications we want to achieve or job promotions we want to chase. But when you look at your goals - honestly, do they mainly revolve around your technical skills? Do you want to become a better programmer, project manager, network administrator? Or did you stop yourself midway, and changed course... wanting to become better at delivering unforgettable customer service? Chris Dancy (@ServiceSphere) touched on this in this tweet: ServiceSphere 1:30pm, Jan 15 On Demand means, RIGHT now, No Registration and enjoy. Does not mean, give us your info and we…
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