In order to create a successful foundation for our implementations of ITSM and ITIL® we can take lessons from the study of languages
It is not an easy question to answer but one that needs to be addressed early on in any ITSM implementation effort
This question becomes especially important when your ITSM implementation efforts have been in place for a significant amount of time
To help illustrate this, we are going to try something new. The ITSM Professor would like to solicit your opinions and success stories on Quick Wins and IT Service Management improvements. We may publish your stories in upcoming blogs on topics such as Recording every Incident and Service Request Defining models for your frequently occurring Incidents Starting to create a Standard Change library Producing trending reports of Incidents and Service Requests Performing Trend Analysis on most frequently occurring Incidents Identifying a Pain Point / Issues meeting with your business stakeholders Following up on the issues meeting periodically to revise priorities Establishing a regularly scheduled CAB meeting Training the Service Desk to answer the phone professionally Communicating, marketing, advertising, and communicating your ITSM program Again, we would love to hear from you
This will involve taking into account the organization's size, skills/resources, culture, funding, priorities and existing ITSM maturity. The guidance can then be modified as appropriate to suit the organization's needs
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I recently attended an ITSM Leadership workshop and realized that conflict is not negative nor something that we should avoid
So how do we understand and use the knowledge of our cultures or paradigm to our advantage when implementing ITIL processes or the ideas of ITSM? First we must start by understanding the factors or elements of a culture or paradigm: Protective: the ability of a group to provide stability Organizational: the ability of a group to create internal structure Value: the ability of a group to fulfill needs Social: the ability of a group to create interaction Spiritual: the ability of a group to understand its own nature and purpose Intellectual: the ability of a group to reason Each of these areas must be examined for an organization to get a sense of the view of reality a company carries
This gives you a detailed review of the ITSM Process Maturity Framework (PMF). -- Originally posted By Professor P. Ross S. Wise @ ITSM Professor #ITIL #servicemanagementmaturity
ITIL has always emphasized the need for clearly defined roles. While previous versions have flip-flopped a bit between Process Owners and Process Managers, the newest 2011 version recommends both roles and differentiates between accountable “owners” and responsible “managers”. ITIL 2011 also...
Your service catalog can initially start as a simple matrix, table or spreadsheet. As you grow your ITSM processes in maturity, your catalogs sophistication can grow along with them
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