Service Management Optimization
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Service Management Optimization
Service Management Optimization
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IBM and ServiceNow form global strategic #partnership

IBM and ServiceNow form global strategic #partnership | Service Management Optimization | Scoop.it
IBM and ServiceNow are teaming to bring intelligent automation solutions to customers across the globe
Norval Oswald's insight:
Wonder what this partnership will bring - looking froward to some strong business automation results. 
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Automating for productivity: Your Service Management mandate

Automating for productivity: Your Service Management mandate | Service Management Optimization | Scoop.it
IT Service Management Visiting numerous analysts globally in the first half of this year, it’s clear to me that we are indeed in a time…
The post Automating for productivity: Your Service Management mandate appeared first on Highlight.
Norval Oswald's insight:
I agree that automating Service Management is critical, just not too sure about the CA part as there are many other excellent tools out there like ServiceNow... 
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Why effectively driving change requires multiple approaches

Why effectively driving change requires multiple approaches | Service Management Optimization | Scoop.it
Why effectively driving change requires multiple approaches - As they say in the classics, “no matter how much you prepare, incidents happen! Be Prepared!
Norval Oswald's insight:
Agile and SCRUM based projects need sound change management too - even if they need change to be quicker then traditional changes.
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A practical guide to rapid IT Service Management as a foundation for...

“A new wave of ITSM technologies and methods allow for a more rapid ITSM adoption -- and that means better rapid support of agile business processes.”
Norval Oswald's insight:
Good article discussing the new wave of ITSM technologies and methods allow for a more rapid ITSM adoption -- and that means better rapid support of agile business processes.
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Accenture launches Cloud Platform for service management - Computer Business Review

Accenture launches Cloud Platform for service management - Computer Business Review | Service Management Optimization | Scoop.it
Billing analytics, control framework and orchestration across private and public clouds
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The platform simplifies oversight by providing central monitoring of service usage and delivery across multiple services and private and public clouds

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Is ITSM SaaS overrated?

Is ITSM SaaS overrated? | Service Management Optimization | Scoop.it
“Is ITSM SaaS overrated?The IT Skeptic – pseudonym of IT consultant and commentator Rob England – asks if SaaS-based IT Service Management is overrated. CA Technologies Rob Stroud gives his rebuttal. Part one of a two-part series.”
Norval Oswald's insight:
Rob England and Rob Stroud continue their debate over whether ITSM SaaS is overrated.
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Enterprise Service Management – Architecting a ser... - HP ...

Enterprise Service Management – Architecting a ser... - HP ... | Service Management Optimization | Scoop.it
“In my last blog I touched upon the five stages for building a robust Enterprise Service Management platform (ESM) - foundation, standardization, ...”
Norval Oswald's insight:
Nice article about ESM blue print
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Seven Steps to an Effective IT Service Management Strategy - eWeek

Seven Steps to an Effective IT Service Management Strategy - eWeek | Service Management Optimization | Scoop.it
“eWeek Seven Steps to an Effective IT Service Management Strategy eWeek A successful IT service management (ITSM) strategy is a lot like a game of connect the dots.”
Norval Oswald's insight:
Successful companies will be able to have all their ITSM tools integrated and communicate with/into a single database ... To enable IT to be agile and reactive to business needs
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Help Desk, Service Management (ITSM) Software - CA Technologies

Help Desk, Service Management (ITSM) Software - CA Technologies | Service Management Optimization | Scoop.it
“CA Cloud Service Management, CA's free help desk, SaaS ITSM software solution. Click now to download, deploy, and set your service desk on fire! (Configure, don't code. Could cloud service management really be this easy?”
Norval Oswald's insight:
CA getting into the Saas ITSM /cloud based service / help desk area too - you can try it for free
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Customer Service #FAIL - 53% of People Say Communication Biggest Issue|Tolero Solutions

Customer Service #FAIL - 53% of People Say Communication Biggest Issue|Tolero Solutions | Service Management Optimization | Scoop.it
“The reason for bad customer service can vary. 53% of people said unclear communication. For success - that’s not a number to ignore. How do you fix it? (Customer Service #FAIL - 53% of People Say Communication Biggest Issue!”
Norval Oswald's insight:
Not sure if the stats used are correct but his three customer service points are good...
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Leading ServiceNow partner acquires European presence - ZDNet

Leading ServiceNow partner acquires European presence - ZDNet | Service Management Optimization | Scoop.it
“Leading ServiceNow partner acquires European presence ZDNet Together, the two solution providers employ approximately 300 service experts who have skills in the ServiceNow approach to IT service management (ITSM).”
Norval Oswald's insight:
Chicago-based Fruition Partners has acquired Partners in IT in the United Kingdom.
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ITSM Review Crowns Cherwell Service Management® Software “Best for On ... - Virtual-Strategy Magazine (press release)

ITSM Review Crowns Cherwell Service Management® Software “Best for On ... - Virtual-Strategy Magazine (press release) | Service Management Optimization | Scoop.it
“ITSM Review Crowns Cherwell Service Management® Software “Best for On ...”
Norval Oswald's insight:
Interesting - this is a core subset of the ITSM services needed to be viewed as the most successful IT
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KPMG Announces Opening of Global ServiceNow Enterprise Service ... - GlobeNewswire (press release)

“KPMG Announces Opening of Global ServiceNow Enterprise Service ...”
Norval Oswald's insight:
Through the center, KPMG's clients across the globe will be able to directly tap into KPMG's deep ServiceNow specialization and business service transformation expertise and work side-by-side to turn insights and innovative ideas into high-value business solutions leveraging the ServiceNow platform.
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SLAs are for suckers: Why ITSM orgs should be allowed to be more human

SLAs are for suckers: Why ITSM orgs should be allowed to be more human | Service Management Optimization | Scoop.it
Each year, IT Service Management organizations use a laundry list of Service Level Agreements to measure their effectiveness and to inform their ability to meet… The post SLAs are for suckers: Why ITSM orgs should be allowed to be more human...
Norval Oswald's insight:
Some interesting research into SLAs and help desks - many SLAs not as critical as previous thinking to customer satisfaction
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Three Managed Security Solutions Essential to Combat a Security Breach - OnRamp

Three Managed Security Solutions Essential to Combat a Security Breach - OnRamp | Service Management Optimization | Scoop.it
There are three key managed security solutions essential to combat a breach—here’s what they are. Visit us at Interop Las Vegas to learn more.

Via Tom Pick
Norval Oswald's insight:
Businesses are no longer measured by how secure their operations are, but instead by how they deal with a breach when it occurs. Businesses without effective managed security solutions in place are not only doing themselves a disservice—they are unnecessarily putting their clients and clients’ data at risk. Here are three key managed services you should be looking at:
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Tom Pick's curator insight, May 4, 2016 10:41 AM
A recent Ponemon Research study reported that 90% of 593 companies surveyed had experienced a security breach at least once during the last 12 months, with more than half (60%) indicating a breach had occurred more than once.
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IT Governance launches new IT Service Management Health Check and ... - EIN News (press release)

“IT Governance launches new IT Service Management Health Check and ISO20000 FastTrack™ consultancy service. Press release distribution provided by EIN News”
Norval Oswald's insight:
The IT Service Management Health Check is a two-day on-site consultancy and assessment service that evaluates the effectiveness of an organisation’s IT service management plans, arrangements, programme and policies in line with the international ISO/IEC 20000.
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Notes from the IT service management highway code - Information Age

Notes from the IT service management highway code - Information Age | Service Management Optimization | Scoop.it
“Before embarking on a new IT service management (ITSM) project, seek to benefit from the successes of, and avoid the pitfalls experienced by, those who have gone down the road before you”
Norval Oswald's insight:
ITSM process and/or technology projects are really people project. This is a nice article to ensure you gain the benefits from previous projects
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Step 4: Effectively Managing change

Step 4: Effectively Managing change | Service Management Optimization | Scoop.it
“Step 4 to change how you think about service management: Effectively Managing Change with @Chris_Pope_NOW http://t.co/aZB8n2dSCt”
Norval Oswald's insight:
Also a big fan of discovery tools that are configured right ...
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IT Service Management Software ServiceNow Acquires Israel's Neebula for $100M - NoCamels - Israeli Innovation News

“The Times of Israel IT Service Management Software ServiceNow Acquires Israel's Neebula for $100M NoCamels - Israeli Innovation News IT Service Management Software ServiceNow Acquires Israel's Neebula for $100M.”
Norval Oswald's insight:
Good news - hopefully we will see their technology in the next release
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ITIL Service Portfolio Management – Services, where do they come from?

ITIL Service Portfolio Management – Services, where do they come from? | Service Management Optimization | Scoop.it
“Understand sources of services, roles of Service Portfolio Management and Change Management, role of the processes in service lifecycle (From the Archives: ITIL Service Portfolio Management – Services, where do they come from?”
Norval Oswald's insight:
Nice article on Service Portfolio Management
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The Case for a Discovery Tool for IT Service Management - Cloud Sherpas

The Case for a Discovery Tool for IT Service Management - Cloud Sherpas | Service Management Optimization | Scoop.it
“Download this white paper to learn how the Discovery application helps IT overcome common asset tracking issues&key capabilities that should be included.”
Norval Oswald's insight:
Download this white paper to learn what the Discovery application does, how it helps IT overcome common asset tracking issues and key capabilities that should be included for maximum results.
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Amazon.com: Foundations of IT Service Management with ITIL 2011 eBook: Brady Orand, Julie Villarreal: Kindle Store

“Foundations of IT Service Management with ITIL 2011 - Kindle edition by Brady Orand, Julie Villarreal. Download it once and read it on your Kindle device, PC, phones or tablets.”
Norval Oswald's insight:
This book, "Foundations of IT Service Management with ITIL® 2011", provides the reader with foundations-level knowledge of the concepts of the IT Infrastructure Library® for both ITIL® v3 and ITIL® 2011
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Putting the Service Back into Service Management (Know Your Customer)

Putting the Service Back into Service Management (Know Your Customer) | Service Management Optimization | Scoop.it
“[Blog] This first of a three-part series covers "putting the service back in IT service management." This entry encourages you to KNOW YOUR CUSTOMER! (Putting SERVICE back in your service desk.”
Norval Oswald's insight:
Are you trying to sell ice cubes in Alaska? Learn about you customers needs and attempt to satisfy them
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IT Governance publishes the first book to cover ITIL® and COBIT® ITSM - EIN News (press release)

“IT Governance publishes the first book to cover ITIL® and COBIT® ITSM EIN News (press release) IT Governance publishes the first book to cover ITIL® and COBIT® ITSM.”
Norval Oswald's insight:
Interesting - will have to check that out ...
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Could SaaS ease your Service Management woes?: #TechViews

Could SaaS ease your Service Management woes?: #TechViews | Service Management Optimization | Scoop.it
“#TechViews Twitter Chat on “Could SaaS Ease Your Service Management Woes?”: 1 PM ET – Tuesday, June 24, 2014, hosted by @TrendsinTech. IT leaders have… (IT pros: Want better service mgmt.? You might need #SaaS.”
Norval Oswald's insight:
SaaS promises to ease the complexity of coding for IT service management professionals and enable them to focus more on customizing services for end users.
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