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...
A student recently asked for resource references for about Business Relationship Management (BRM). BRM is emerging as a critical process in several prominent service management frameworks and standards. Recently, BRM was formalized in the 2011 edition of Service Strategy as part of the...
The other day someone asked me if a Problem Record should be opened for all Major Incidents. Not necessarily – the goal of a Major Incident is still to restore service when a major event occurs that has significant impact on the business. Incident Management is not...
When it comes to Problem Management two things should come to mind: Root Cause Analysis (RCA) and finding a permanent resolution. How often have you thought about what it takes to conduct these aspects of Problem Management? An important underlying aspect of conducting a Root Cause Analysis and...
The Availability Management process ensures that the availability of systems and services matches the evolving agreed needs of the business. The role of IT is now integral to the success of the business. The availability and reliability of IT services can directly influence customer satisfaction...
I was recently asked about how to measure service management maturity when the maturity of individual processes is not equal. Frankly, it’s a bit of chicken and egg. It can be difficult to define where your organization is as a whole compared to each individual process when the...
Organizations looking for help defining standard changes will find it in the Microsoft Operations Framework (MOF). A white paper Using Standard Changes to Improve Provisioning describes what standard changes are in relation to other changes as well as in relation to service requests;...
Component Failure Impact Analysis (CFIA) is a proactive availability management technique which was developed by IBM in the 1970’s. This technique allows us to predict the impact on our services if any of the individual components fail. It points out our vulnerabilities to single points of...
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