ITIL
ITIL helps organizations streamline the process of planning, selecting and implementing IT services to achieve specific business goals. Our articles cover key concepts and information related to ITIL.
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Service Management in a Changing World
I think that most people would agree that service management is in the midst of a period of exciting and significant change. But are these changes the same or different in different geographies? I was recently asked about the variations in service management practices across different countries, in particular in the Asia-Pacific region, where I live.
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Virtual agents: where’s the real value for IT?
Virtual agents like Siri, Alexa and Google Assistant are becoming mainstream for consumers. Soon, they will be for business users as well. Two key questions remain unanswered: How can IT be prepared? Where do virtual agents add value in the IT service delivery lifecycle? According to the recently released Gartner Hype Cycle for Emerging Technologies,
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Change Management – Now You Know What it is, it’s Time to get Started!
Congratulations! You know what change management is. Now it’s time to set up the process in your organization. There are essentially two ways to start the process. Using an input or trigger. Inputs to the change process are : “request for change” or a “change proposal.” A trigger can be an organizational event such as
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How Does Your Story End? Is it Time for Another IT Hero?
I keep hearing about the power and importance of story telling. I am obviously lousy at it! I have been banging my head against a brick wall for 15 years trying to create change in the IT Industry, seemingly to little avail… Obviously I have not been telling it in the right way, so I
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Redefining Change Management in the Digital Age
Change management describes exactly what its name suggests – the management of change. It is an inevitable catalyst that propels us into new territories with innovative ideas and forward thinking; or at least we hope change will instill a positive effect in our workgroups. Traditional Change Management These two words describe the changes of organizational
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Finding Excellence: Looking at Problem Management
This is the second part of a two-part blog series. The first instalment looked at Change Management. Unlike change management, a solid problem management process is a solution rather than a cause, mainly because it addresses issues after the fact. As you look at problem management, you’re looking at several factors: the ability to determine
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Finding Excellence: Looking at Change Management
Implementing and benefiting from service management processes is most definitely a marathon, not a sprint, with value to be gained along the way. In my travels as a consultant, I see varied levels of maturity and struggles faced by organizations. We all continue to look for high availability and outage-free days. But, in some organizations,
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Making the Most of a Service Catalog
A service catalog is a key component of the service lifecycle. It is defined by ITIL as “a database or structured document with information about all live services, including those available for deployment.” It is a part of a larger service portfolio and contains information about two types of IT services: customer-facing services that are
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