Incident logging is a somewhat straightforward activity. However, it is important to note that no matter how simple it may sound, organizations tend to go wrong in its implementation. In the third set of the incident management lifecycle series, I… Continue Reading
Most ITSM consultants prefer to start off the blocks with the design and implementation of the incident management process. Also, by hanging onto the low hanging fruits in the form of incident management process development and implementation, you can certainly… Continue Reading
Process development and implementation is a skill that is best learnt through experience and maturity. Organizations implementing ITIL processes normally develop workflows, define activities, identify roles and embed all of it in a process document. This is good, but there… Continue Reading
I got a proposition from one of my customers. They wanted to have a single database containing asset and configuration details. In other words, they wanted to merge the asset database (ADB) and the configuration management database (CMDB). It is… Continue Reading
In ITIL, you have probably heard of Continual Service Improvement, and in DevOps, there are processes such as Continuous Integration and Continuous Delivery. If you notice closely, the word that I am using with ITIL is continual and the one… Continue Reading
In a market research commissioned by HP to feel the pulse of IT professionals regarding the challenges faced with using and implementing CMDB and the level of implementation has thrown some interesting numbers. Around 100 IT executives were interviewed with… Continue Reading
Business models are fast changing. They no longer employ a single IT service provider for all their IT needs. Instead, IT responsibilities are shared between multiple suppliers, for example networks outsourced to Supplier A, infrastructure and datacenters to Supplier B… Continue Reading
Change management is a crucial governance ITIL process that sits as the gatekeeper for all changes going into services. This process needs careful consideration in terms of the process definition and implementation. These stages of architecting the process are taken… Continue Reading