IT Service Management (ITSM) & Operations – Overview of the Availability Management Process

25th of August, 2018 / / 1 Comment

Background

In many cases ITSM Availability Management Process is overlooked due to other frontline processes such as incident, problem and change management. I have provided a summary of this availability management process and significance below. I hope that the information is useful for your organisation in order to define and implement the process.
Objectives:

  • Availability management has to ensure that the delivered availability levels for all services comply with or exceed the agreed requirements in a cost-effective way and enables the business to satisfy its objectives.
… [Keep reading] “IT Service Management (ITSM) & Operations – Overview of the Availability Management Process”

IT Service Management (ITSM) – Continual Service Improvement (CSI)Process and Approach

29th of June, 2018 / / No Comments

Continual Service Improvement (CSI) Process

To define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation. (from ITIL).

Continual Service Improvement (CSI) Purpose, Goals and Objectives

  • Continually align IT services to changing business needs
  • Identify and implement improvements throughout the service life cycle
  • Determine what to measure, why to measure it and define successful outcomes
  • Implement processes with clearly defined goals, objectives and measures
  • Review service level achievement results
  • Ensure quality management methods are used

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Continual Service Improvement (CSI) Values

  • Enables continuous monitoring and feedback through all life cycle stages
  • Sets targets for improvement
  • Calculates Return on Investment (ROI)
  • Calculates Value on Investment (VOI)

Business Value of Measurement

Consider the following factors when measuring process or service efficiency.… [Keep reading] “IT Service Management (ITSM) – Continual Service Improvement (CSI)Process and Approach”

Defining IT Strategy

9th of May, 2018 / / No Comments

Information Technology (IT) Strategy is a comprehensive plan that outlines how technology should be used to meet IT and business goals.

The following approach can be used to define your organisation’s IT Strategy.

Inputs:

  1. Organisational Business Priorities
  2. Organisational Key Behaviours
  3. How Business will be Supported by IT
  4. Technology Influences
  5. IT Strategic Principles
  6. IT Service Management Operating Principles

First of all, in order to define an IT Strategy, we need to obtain the above inputs (as much as possible).… [Keep reading] “Defining IT Strategy”