GR8 Service Management

Is ITSM relevant in the modern IT department? I have heard many people say ITIL® is out of date and no longer relevant. We have new frameworks like DevOps, Agile and the like. This not a comparison or a competition with other frameworks. The question we want to explore in this article is; Is ITIL® still relevant for the Future IT department? To answer this question we must have a picture of what the Future IT department will be like. To do that we are going to look back and see the trends that h...

I posed this question the other day to a colleague. With a sort of a blank look I got a response like to have better service levels. I then proceeded to have a discussion about the value of Service Level Agreements . Why do so many Service Level Agreements seem to be so ineffective? We began to chat and the conclusion was that many service level managers do not really understand the value of the service level agreements. They spend so much time running the reports and preparing for the review me...

How Important is Business Relationship Management to your IT Department? As a CIO, CTO or Sr. IT Manager what level of importance do you place on creating, nurturing and improving relationships with your business? Do you have a well defined Business Relationship Management function in your department? What is Business Relationship Management? Business Relationship Management is all about maximising value for the business from Information and technology solutions and ensuring your IT department i...

The world around us is changing at a state so rapid that is very difficult to keep up. For IT departments to remain relevant to their business they will have to learn to do thing differently. This article provides insights to key things IT departments must do to remain relevant to their business. Know Your Business Your sole purpose as an IT solutions provider is, to make your business more efficient and give them the edge they need to compete in their market place. IT is not uncommon for IT lea...

What your business wants Business customers are becoming much more tech savoy than ever before they no longer want large bundled technology services. They want rapid low cost solutions to real business challenges. Business and Government department are all under ever increasing pressure to deliver valued products and services to their customers. This comes with the pressure to increase productivity while reducing costs. We all know from the IT Infrastructure Library (ITIL®) that value is generat...

Let me tell you a story that shows how we can use IT Service Management processes: Incident Management, Problem Management, Change Management and Release and Deployment Management in our everyday lives. Incident Management: About 10yrs ago I was in Mumbai India doing some work for a client. As part of the engagement I was provided a car and driver to take me to and from hotel to office and anywhere else I needed to go. One morning my driver picked me up at hotel to take me to office. The trip wa...