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Keep the momentum! A simple and effective approach to define and drive your roadmap forwards | ITIL®-Blog zu ITIL, ISO 20000 & COBIT

Keep the momentum! A simple and effective approach to define and drive your roadmap forwards | ITIL®-Blog zu ITIL, ISO 20000 & COBIT | ITSM | Scoop.it
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How to implement effective SLAs

How to implement effective SLAs | ITSM | Scoop.it
Before getting anywhere close to discussing the concept of service level agreements (SLAs) in IT service management (ITSM), there is one time-worn debate to straighten out.
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La regola e' sempre una sola, semplice e chiara. Servizi + Allineamento al Business = Valore. La definizione di SLA concreti e coerenti non si sottrae a questa formula. Ma serve la cultura necessaria ad implementarla

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Keep the momentum! A simple and effective approach to define and drive your roadmap forwards | ITIL®-Blog zu ITIL, ISO 20000 & COBIT

Keep the momentum! A simple and effective approach to define and drive your roadmap forwards | ITIL®-Blog zu ITIL, ISO 20000 & COBIT | ITSM | Scoop.it
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Quick Guide to Knowledge Management Tool Selection

Quick Guide to Knowledge Management Tool Selection | ITSM | Scoop.it
Knowledge Management can be many things – from simple useable checklists to complex context-sensitive and case-based toolsets. Some of the most effective
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Theory-based ITIL initiatives fail to deliver | ITWeb

Theory-based ITIL initiatives fail to deliver | ITWeb | ITSM | Scoop.it
Enterprises should consider post-training coaching and mentoring by an ITIL professional, says Edward Carbutt, executive director at Marval SA. Many
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Service Desk Objectives in ITIL Foundation

Mission of Service Desk is to be a central point of contact between the User and IT Service Provider. Service Desk shouldn't be considered as an ITIL process. In ITIL Foundation Service Desk is considered as function not a process.
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What Is Operational Excellence? | flevy.com/blog

What Is Operational Excellence? | flevy.com/blog | ITSM | Scoop.it

A very useful article on how to stay focused on company business strategy.

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KPIs: 5 Steps To Meaningful And Relevant Metrics

KPIs: 5 Steps To Meaningful And Relevant Metrics | ITSM | Scoop.it
Here I want to outline the 5 most essential steps to follow when setting out to measure your Key Performance Indicators (KPIs). These are taken from my new book 25 Need-to-Know Key Performance
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ITSM incident and problem: two names for three things | The IT Skeptic

ITSM incident and problem: two names for three things | The IT Skeptic | ITSM | Scoop.it
Debate around the definitions of Incident and Problem never seems to end. Here's my take on the fundamental issue that fuels the endless arguments: we have two entities trying to do three jobs. When a service breaks, we have to deal with three things in support:
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Knowledge Management 2013 Group Test – The Results

Knowledge Management 2013 Group Test – The Results | ITSM | Scoop.it
'Knowledge Management’ (in the ITSM context) doesn’t really have a specific product sector. This tends to be an application of one or more product areas to
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ITIL Checklist and Process Template

ITIL Checklist and Process Template | ITSM | Scoop.it
A reader had suggested last week that we put up an ITIL Checklist and Process Template. Information Technology Infrastructure Library is a set of
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Principles for Billing for Services

Principles for Billing for Services | ITSM | Scoop.it
Criteria for How to Bill for Services When billing for services, a principle should be adopted that is simple, unambiguous, complete, fair, sustainable and strategic.
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ITSM Goodness Webinar Series - Engage and Listen to Customers - Part 1 of 8 | BrightTALK

ITSM Goodness Webinar Series - Engage and Listen to Customers - Part 1 of 8 | BrightTALK | ITSM | Scoop.it
Many IT people agree that engaging with customers is a good idea and a great goal, but are often disheartened and negative about how to do this - particularly when it is not clear who the best contacts are and also because these people may not be...
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