Category Archives: Best Practice Frameworks

ITIL-as-a-Service? 7 Cloud-Integrated ITSM Processes

Public cloud services affect more than the traditional on-premise IT infrastructure. They also affect the people that deliver and manage IT services, and the operating and IT service management (ITSM) models used in doing it. An earlier SysAid blog, written by my boss Sarah Lahav, looked at a new Cloud Service Delivery Manager role. To […]

IT4IT 101: A New Approach to IT Development and Delivery

Following on from my previous blogs on DevOps, service integration and management (SIAM), and Agile, here’s another “ITSM approach”-based blog – this time looking at something called IT4IT. Never heard of it? Don’t worry, it’s still pretty new (and don’t worry that IT is mentioned twice in the name – IT4IT is actually all about […]

10 Tip for Getting Started with ITIL – Part 2

In Part 1 of this blog I offered five tips for getting started with ITIL, the IT service management (ITSM) best practice framework: establishing a formalized service desk, identifying root causes (problem management), managing changes, tracking software licenses, and starting to use a configuration management database (CMDB). In this blog (Part 2), I offer five […]

Blending Agile, Lean, and ITSM for Better Business Outcomes

I’m old enough such that my IT career began long before popular IT “movements” or frameworks – whether that be IT management or IT service management (ITSM). Back then, our IT and ITSM best practice was learned through trial and error, and based on the documentation given to us by our suppliers, as well as […]