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Widespread adoption of smartphone technology in the enterprise – from iPhone and Android to BlackBerry and Windows Mobile – will soon make security issues in the wireless environment equal to those in the wired world.
As employees begin to use smartphones to access more than just email, cyber criminals will respond with innovative ways to exploit the shift and expand security threats – making smartphones a key business enabler and a critical business risk.
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Both the Service Design Package (SDP) and the Service Catalog are produced in the service design stage of the service lifecycle and to some extent both drive the activities that happen in all subsequent stages of the service lifecycle. The SDP will detail all aspects of a service and its requirements throughout the entire lifecycle. A service design package is produced for all new services, major changes to an existing service or the removal of a retired service.
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One of the key processes in the ISO/IEC 20000 standard is Business Relationship Management. This process “establishes and maintains a good relationship between the service provider and the customer based on understanding the customer and their business drivers.”
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ITIL
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In a previous blog we discussed the revised 7 step improvement process. Step 6 of that process is to present and use the information. There are various levels of management in an organization. When presenting this information and implementing improvements it is important to understand which level to focus on and have a good understanding of the perspectives of each level and what their drivers are. This will enable us to derive the maximum value and benefit out of the information delivered.
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When I teach, I like to talk about knowledge and wisdom and the value that they bring to the organizational table. A lot of the time people give me a quizzical look, Knowledge? Wisdom? Where is this conversation going? I ask people how they capture the knowledge or do they even capture the knowledge that is gained when they develop a new service, application or when some new technology is introduced into their live environment.
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George Santayana, the Spanish American philosopher, wrote the famous saying, “Those who cannot remember the past are condemned to repeat it.”
This really is the underlying basis for the process of knowledge management. It plays a key role in CSI but data must be captured in each of the service lifecycle stages. This
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