I know many of you would already have a separate project management tool for managing your IT and would have jumped to the conclusion that you don’t really see the need for a Project Management module in a help desk. First things first! The Project Management module in IT might not seem any different from the regular tool already existing in your setup, but certainly comes with its merits: The advantage of a value-added integration to your help desk makes a world of difference in the way you handle your IT. Let’s see how.
Configuring and setting up an ITIL environment is an enormous task with many hurdles that includes people, processes, third-party tools and various other factors. Having a separate Pr…
Guest Blog : Unlearning ITIL or just using the customer’s language?
The morning after the itSMF 2012 Awards Dinner is possibly not the best time to schedule the session that was most likely to pique attendees’ interest. But Aale Roos’ presentation on Unlearning ITIL was one that many wanted to hear, even if the initial slides were more about the well-known inaccuracies between ITIL v3 and the 2011 editions.
In the wider business world, we recognize that much of the work we do leverages IT capability into the non-IT Space, although as Aale pointed out, between a new customer demand and fulfillment, there can be up to 9 disparate processes. And it is a safe bet that consumers who effectively order services will not be spending any of their time analyzing the underlyi…
Guest Blog : PAPER TIGERS in IT Service Management
One of the most ignored fields of IT management is Operations Management. It took ITIL until 2007 before recognizing it even as a topic, but we still lack a lot of information about the Operations Management process. I’ve been looking at this topic since early 1992, and wondered why we all just seem to ignore the one process where it actually happens: the process where we really handle the IT infrastructure and produce the IT service. All other processes are just paper tigers: paper (requests) go in, and other paper (orders) come out.
In 2001, I produced a pocket guide on this topic called “Operations Management, a new process”. The book was translated into English in 2004. It is sold out now (a…
Guest Blog : Coming clean on ITSM
12 steps to…5 principles of…7 methods of…
Most of us prefer life to be placed in neatly categorised boxes. It gives us a sense of control over things we don’t necessarily have control over. The same rings true for IT Service Management. We want a process or a tool for everything. We generally don’t like grey areas (well, most of us anyway). We prefer to live with a false sense of security instead of facing the reality of a situation. If it’s not neatly packed by the end of the show we grapple around for that elusive piece of the puzzle, which will complete the picture so we can sit back and marvel at our handiwork.
Playing rugby as a little boy, I never wanted to come from the field with clean cloth…
Guest Blog : Owning the Distribution of Release Notes
“The release notes are written by the development/testing teams, but who should be distributing them out to users?
Same team who have written the release notes? Release/Change Management teams? OR should it be the Service Operations helpdesk?”
I was lucky to be a part of this interesting discussion recently and summarizing the important points in this article. Before providing a view on this matter from an ITIL perspective, I am putting a couple of points to also be considered:
1. Distributing Release Notes, in itself, is not the best way to inform users about the changes. There are other ways, including integrating this information within the application so that the users are informed of …
Guest Blog : Change Journey through ITIL processes
At a time when many organisations are undergoing a significant amount of changes, most of the change managers still considering ITIL change management process is the only process dealing with the change. I believe holistic approach to change management starting with gathering business requirement and ending with deliver business value is the right approach to deliver a change to business. Change management customers do not interest in what internal IT processes are managing the change, and their only one concern is the result of the change request in operation environment, so change managers are finding themselves having to manage changes thought almost all ITIL processes to provide effective change …
ITIL Infographics
Bharathi Priya,
ServiceDesk Plus.…
ServiceDesk Plus Customer Stats – Infographics
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Arvind Parthiban
ServiceDesk Plus Team…
Efficient IT Management: Silos aren’t the answer
Uptime, downtime, business continuity, cost, productivity and thousands more of such adjectives are the ones that we in the IT world have to hear on a daily basis. Customers or end users expect high uptime and boards expect reduced IT investments without compromising on the productivity.
Today productivity has become a serious issue and it needs to be handled with efficiency. So, how do we manage IT infrastructure efficiently?
Before that we must be clear about what efficient IT management is. Nowadays, there are so many solution vendors in the market. As an end user, you may be confused about the vendor you want to buy a solution from.
The challenges that you may face in IT management include:
? &n…
How to Keep Your PVC Infrastructure Under Control
No, not Polyvinyl Chloride; I’m talking about the Physical Virtual and Cloud infrastructure in Information Technology (IT).
Fast-paced progress in the field of IT has amazed, thrilled and worried most of us – all at the same time.
- Amazed: New developments taking place in IT industry include development of super-powerful servers, intelligent routers, and self-dependent data security — all interconnected to provide a mammoth collection of data that periodically updates itself, forming a dynamic pool of information and technology.?
- Thrilled: The advancement in IT has made IT easier than before. Gone are the days when huge servers were deployed to perform a single
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- BSG in ManageEngine IT360 – a Business Services Group for IT Infrastructure – Part 2
- Business Services Management Made Easy – ManageEngine IT360 (Beta) is Launched!
- Evolving from Network Management to BSM