Posts Tagged ‘ITIL’
Forget-Me-Not Tips from the Traveling ITSM Trainer
A Happy New Year to all trainers out there. Being my first blog of the year, let’s start with a Trainer’s reality and give you some tips and resources that may make your 2015 that much easier. It’s Always an Adventure so Make the Best of It Teacher, trainer, facilitator, coach, mentor, guide… we are…
Read MoreWhy is IT Service Management Important to Cloud Providers?
Cloud service providers are no different from traditional IT service providers in relation to their need to provide quality, cost-effective, secure and available IT services. A key value proposition of cloud-based service providers is the provision of IT infrastructure and services under a utility or pay-per-use model. Cloud service providers should be focused on designing…
Read MoreAgile is Not Just Flexible!
I heard it just recently: we tried Agile, but people were all over the place and we totally lost control. Organizations with bureaucratic frustrations, caused by a misinterpretation of frameworks such as ITIL®, often assume total freedom based on another misconception: Agile is all about power to the professional, so we don’t need any process…
Read MoreITIL or HDI? Why Not Enjoy the Benefits of Both?
For most people, calling technical support is somewhere near dental work on a list of fun things to do. Believe it or not, calling tech support for a computer problem doesn’t have to ruin your day. Working with technical support is all about communication as a smooth two-way interaction. The entire reason for your call…
Read MoreHow Can Your ITSM ‘Ops’ Clients Use ASL to Improve Collaboration with ‘Dev’?
Long gone are the days that IT was run by men in white coats who had an all-round understanding of the whole IT domain. Whether it was hardware, system software or applications, development or operations, they knew their stuff. Even the business seemed to be within their domain, in the sense that the business entrusted…
Read MoreArchitecting the Family: TOGAF® & Major IT Frameworks
Organizations need a concerted approach to change. This is where enterprise architecture and TOGAF comes in. Enterprise architecture is at the heart of change, providing a set of tools and techniques that make the strategy concrete, showing employees what is really expected from them and architecting the Family guiding the necessary changes. The alignment of…
Read MoreWhy Service Management Initiatives Get Stuck (Part 2 of 2)
Read Part 1 Power of Consequences Unwanted behavior can very well be explained and, once understood, brought under control. The key is that behavior always has behavioral consequences. People learn from consequences. Behavior that results in positive consequences for the performer (the person showing the behavior) is likely to be repeated. To put it technically—behavior…
Read MoreWhy Service Management Initiatives Get Stuck (Part 1 of 2)
Just about every professional IT service organization has adopted a best practice or a framework with the intention of structuring processes and professionalizing their way of working. The most popular choices are service management that uses ITIL® and project management that uses Agile and SCRUM. Usually, adopting and implementing them is a lengthy and costly…
Read MoreITIL Implemented. Now What?
You can read much criticism about ITIL® these days, and how well, or how poorly, it is implemented. At the very least, ITIL is “just” a framework that helps you and your organization drive the change towards a more customer-focused and service-oriented service provider. ITIL supports this with a huge number of guidelines and should…
Read MoreBusiness Simulations. 100% No-Brainer.
ITpreneurs and partner, Rightstar Systems, organized a demonstration of the Apollo 13 – An ITSM Case experience™ business simulation to a team comprised of Certified instructors, Consultants, and ITIL client practitioners. The aim of the session was to explore what a simulation is, what it can do and its value as part of an ITIL® training or…
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