Cloud Operations – Key Service Operation Principles – Consideration

23rd of June, 2018 / / No Comments

Below are some good IT Service Management Operational Principles to consider when migrating applications into Cloud.  These will help to align your operational goals and organisation’s strategic initiatives.

Principle #1

Organisation’s IT Service Management will govern and lead all IT services utilising strategic processes and technology enablers based on industry best practices.

Implications / Outcomes

  • The selected process and technology will be fit for purpose
  • Suppliers and Service Partners will be required to integrate with strategic processes and technologies
  • Process re-engineering including training will be required
  • Everyone uses or integrates with a central platform
  • Process efficiency through effective process integration
  • Reduced operating cost
  • Ensures contestability of services for Organisation

Principle #2

Contestability between IT Service providers is a key outcome for service management across IT@Organisation, where it does not have a negative impact on the customer experience.… [Keep reading] “Cloud Operations – Key Service Operation Principles – Consideration”

IT Service Management (ITSM) – Process Maturity Evaluation

15th of June, 2018 / / No Comments

ITSM Process Maturity Evaluation

Why are we doing this?

It is useful to measure Service Management process maturity for a number of reasons:

  • To understand the strengths and weaknesses of existing processes.
  • As a guide to planning continual process improvement.
  • As a mechanism to measure the impact of process improvement activities.

What is it?

The Process Maturity Evaluation is a method of assessing the current state of Service Management processes and procedures, it needs to:

  • Have the right balance between detail and effort.
… [Keep reading] “IT Service Management (ITSM) – Process Maturity Evaluation”

Standard Operational Checks for IT Service Management Processes – Once Implemented

10th of June, 2018 / / No Comments

Why Operational Process Checks are Required in Service Management?

  • In order to sustain and measure how effectively we are executing our processes, we require to have process operational checks once implemented.
  • This will allow us to identify inefficiencies and subsequently to improve the current Service Management processes.
  • These checks will also provide input into Continual Service Improvement (CSI) Programme.

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Operational Checks for Service Management Processes – Once Implemented

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Standard Guidelines

  • The operational process checks will be managed by IT Service Management
  • Through process governance meetings, agreement can be established on who will update a section of a process or the whole document.
… [Keep reading] “Standard Operational Checks for IT Service Management Processes – Once Implemented”

ITSM – Service Catalogue – Summary

22nd of May, 2018 / / No Comments

Definition

  • The Service Catalogue represents a trusted record of the services provided by Information Technology (IT), its default capabilities, measures and primary means of access and provision.
  • It is the means by which we articulate WHAT we manage and measure. It is the hidden power of how we set the customer’s expectations and exceed them.
  • It can provide an essential medium for communication and coordination among IT and its customers, and should distinguish between Business Customers (the ones paying for the service) and End Users (the recipient of the service).
… [Keep reading] “ITSM – Service Catalogue – Summary”

Proactive Problem Management – Benefits and Considerations

17th of May, 2018 / / No Comments

IT Service Management – Proactive Problem Management

The goal of Proactive Problem Management is to prevent Incidents by identifying weaknesses in the IT infrastructure and applications, before any issues have been instigated.

Benefits

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  • Greater system stability – This leads to increased user satisfaction.
  • Increased user productivity – This adds to a sizable productivity gain across the enterprise.
  • Positive customer feedback – When we proactively approach users who have been experiencing issues and offer to fix their problems the feedback will be positive.
… [Keep reading] “Proactive Problem Management – Benefits and Considerations”

ITSM – Continual Service Improvement (CSI) – All you need to know

11th of May, 2018 / / No Comments

Why Continual Service Improvement (CSI) is Required?

  • The goal of Continual Service Improvement (CSI) is to align and realign IT Services to changing business needs by identifying and implementing improvements to the IT services that support Business Processes.
  • The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency and cost effectiveness of the IT processes through the whole life-cycle.
  • To manage improvement, CSI should clearly define what should be controlled and measured.
… [Keep reading] “ITSM – Continual Service Improvement (CSI) – All you need to know”

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”