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 […]
Incident management plays a key part in the IT service management ecosystem and in keeping businesses running. But what are the key things that need to be considered when optimizing your incident management capability? Incident management, like Maverick’s need in “Top Gun,” is often all about speed (but not always).
If you’ve been following my blogs (or even if you’re just a savvy IT professional like yours truly), then you know that ITIL® offers us a wide range of processes to learn, love. and adapt to our circumstances. Some of them, like incident management and change management are fundamental to IT service management (ITSM): do […]
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 […]
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 […]