Service Management
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What Service Management can learn from Higher Education
We can learn a lot from the success of the service desk in the challenging environment of higher education particularly in process design and documentation
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The Changing Face of Service Management
The way we interact tools is experiencing rapid change and means that today’s Service Management professional needs a whole new range of skills in order to succeed.
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SaaS applications in the business have changed IT Service management
SaaS applications in the business have changed IT Service management If you have not noticed a change in the role of the internal IT department, it is definitely time that you woke up and had a look around. The days of in-house development teams are diminishing and we are going to see a huge reduction […]
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Navvia to deliver effective and efficient COBIT 5 assessments to the ITSM market
We are pleased to announce today the upcoming release of our new CobiT 5 assessments, scheduled for March 17, 2014. With more companies embarking on the journey to adopt industry best practices such as ITIL® and CobiT®. Navvia delivers an easier way to assess organizational readiness with its COBIT® framework questionnaires. Navvia’s CEO and Co-founder, David […]
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The Importance of an ITSM Program Office
What is an ITSM Program Office? I’m sure you’ve heard many names for what we call the Program Office, e.g., ITSM Competency Center, ITSM Center of Excellence, Process Owners’ Council, Service Management Office, etc. Each of these names means something different, depending on your perspective. Regardless of what name you give it, it is important […]
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Signs of a Dysfunctional ITSM Program
3 Signs of a Dysfunctional ITSM Program During my career in IT Service Management, I have come across many different ITSM programs. Most are very capable and focused on what’s right for the business. On the other hand, there are a few that just don’t seem to get it. The things that make an ITSM […]
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Selling the case for IT Service Management
If you don’t ‘sell’ the case for IT Service Management you’ll never get anywhere (and, BTW, it’s not that bad) For many of us a technical folks, selling is a “bad word” — even something distasteful. It conjures up images of the slick salesperson, with questionable ethics (and an even worse suit); a person that […]
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The 3 key things to remember when implementing ITSM
It never ceases to amaze me how much negativity there is when it comes to implementing ITSM and ITIL®. One would think that a practice that is focused on delivering superior IT services to the business would have nothing but the support and accolades of senior management and the whole IT department, but it doesn’t.I personally believe that […]
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7 Simple Rules to Design a Process
When it comes to IT service management (ITSM), few would argue that ITIL has become the de facto standard for defining processes. But it might surprise you to learn that you can become ITIL certified right up to the “expert level” without ever learning how to effectively design a process. This is further compounded because […]