Millennials are significantly increasing their workplace presence, bringing new expectations for tech. Yet many organizations remain woefully unprepared.
Lori Eddlemon's insight:
We often think about cost and maintenance before the user experience. I think we'll continue to see more focus and prioritization on engagement with employees. Interesting note regarding the Forrester Research and the highest state of creativity and productivity in a cognitive state they call "flow."
ITIL (formerly known as the Information Technology Infrastructure Library) has been the best management practices framework of choice for world-class IT operations at major organizations.The five-stage framework — Service Strategy, Design, Transition, Operation, and Continual Service Improvement — allows for structured processes that support Enterprise Architecture, Service Delivery, and Security initiatives. Structured and controlled planning and change …
Lori Eddlemon's insight:
A nice summary. We often see an agile approach provide for improved time to value and ROI for ITSM projects.
Best practices for a successful SRM projectSession Number:236Track:The New IT Service ManagementDate / Time:Thursday, October 16, 10:00 am - 11:00 amRoom:SH-IIISession Type:Partner breakoutSession Level:IntermediateProduct Category:BMC Remedy IT Service Management, BMC Remedy OnDemandContent Type:TechnicalSpeaker(s):Paul Buffington Senior Consultant Effect-Tech Session Description:
You’re faced with the challenging task of deploying a service request catalog with numerous request offerings. How do you structure and execute on this project to ensure success? The Effect-Tech team would like to share with you valuable insights from our years of deploying SRM and our best practices methodology. We’ll consider the process, technology, and people involved with getting an SRM project off the start line and moving toward a successful go-live date. During this tutorial, we’ll consider the process and methodology for approaching an SRM project and share insights from our “SRM Requirements Blue-Print Methodology.” We’ll also examine various technical considerations that are key to success, including design and development considerations. We’ll include a case study in which a customer deployed a large SRM catalog and applied this methodology to ensure success.
It’s not often that I get to write about breaking news in the IT service management (ITSM) world but this definitely is it (I think the last time was this).
Well I say “breaking news,” many of us were talking about the rumor of Capita winning the “ITIL auction” on Wednesday evening while together at the Service Desk and IT Support Show. The odd thing is that it was probably the only time we were talking about ITIL, the ITSM best practice framework, outside of the sessions over the two days (other than some vendors who were still spouting that their tools are “ITIL-compliant”). But that is a topic for a later date.
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