In my last blog, I provided some suggestions for overcoming challenges in obtaining agreement on the scope and definition of IT Services. As I mentioned, the Service Catalog is one of the first and most important assets in any service management program. Today we are going to take a high...
A Service Catalog is one of the first assets that an organization should build when initiating their Service Management program. After all, how can you manage services if you do not have a clear understanding what services your IT organization provides? Unfortunately, many organizations...
Many organizations that I meet with often are struggling to implement best practice processes into their environments. They sound completely overwhelmed and often I hear “Where do we begin?” I smile and usually respond with “At the beginning of course”. The beginning of good process...
The Service Design stage of the ITIL Service Lifecycle can be a powerful and beneficial set of activities and undertakings if managed, guided and coordinated in a holistic and comprehensive manner. One of the more powerful processes to emerge with the publication of the ITIL 2011 addition is the...
I was recently asked by one of my followers if I might have an example of a Service Design Package (SDP). When seeking to implement ITSM and ITIL, we often seek to find examples and models we can use to give us more guidance. This is no less true of the SDP. Unfortunately when we try...
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...
When seeking to implement ITSM and ITIL, we often seek to find examples and models we can use to give us more guidance. This is no less true of the Service Design Package (SDP). Unfortunately when we try to seek out specific examples of an SDP it can often be difficult, if not near impossible....
The ITIL Continual Service Improvement publication describes the Continual Service Improvement (CSI) model. One of the questions asked in this model is, “How do we keep the momentum going?” This question becomes especially important when your ITSM implementation efforts have been in place for a...
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