Learn How To Optimize Your Service Management Processes
Learn how to optimize your Service Management Processes Today with www.remedy.com
From their Service Process Management micro-site we learn, "Remedy's Service Process Management (SPM) solution provides a single, consolidated platform for automating and managing Service Management business processes, and is the foundation of Remedy's IT Service Management and Customer Service and Support Suite of applications.
With its request-centric, forms-driven, workflow-based architecture, AR System®'s environment is optimized for efficiencies in Service Management business process delivery.
AR System simplifies process automation through its simple point-n-click, drag-n-drop user interface and includes pre-built service management-related modules for notifications, escalations, approvals, and more.
It also provides business activity monitoring functionality to proactively monitor and measure business process performance. AR System is compatible with your existing infrastructure and includes a broad suite of intuitive integration capabilities for process-to-process integration, including support for Web Services and service-oriented architectures."
** Read The Full Article **
Did you enjoy this article? Why not add your name to our FREE mailing list and receive regular automatic updates via email. Let us search the web - so you don't have to!
From their Service Process Management micro-site we learn, "Remedy's Service Process Management (SPM) solution provides a single, consolidated platform for automating and managing Service Management business processes, and is the foundation of Remedy's IT Service Management and Customer Service and Support Suite of applications.
With its request-centric, forms-driven, workflow-based architecture, AR System®'s environment is optimized for efficiencies in Service Management business process delivery.
AR System simplifies process automation through its simple point-n-click, drag-n-drop user interface and includes pre-built service management-related modules for notifications, escalations, approvals, and more.
It also provides business activity monitoring functionality to proactively monitor and measure business process performance. AR System is compatible with your existing infrastructure and includes a broad suite of intuitive integration capabilities for process-to-process integration, including support for Web Services and service-oriented architectures."
** Read The Full Article **
Did you enjoy this article? Why not add your name to our FREE mailing list and receive regular automatic updates via email. Let us search the web - so you don't have to!
Ready to start ITIL - but don't know where to start?
Thinking of giving ITIL a shot?
Heed this advice from IT managers and consultants experienced with the framework.
>>Read the Article<<
Heed this advice from IT managers and consultants experienced with the framework.
>>Read the Article<<
*NEW* Red Hot Links Are Here!
*NEW*
Red Hot Links have arrived at www.dritil.com . All the best links from Vendors including FREE information packs and papers on Service Management and ITIL.
Just scroll to the top of the screen and click on a Red Hot Link.
Red Hot Links have arrived at www.dritil.com . All the best links from Vendors including FREE information packs and papers on Service Management and ITIL.
Just scroll to the top of the screen and click on a Red Hot Link.
ITIL Refresh - Read the 20 Page Consultation Document Here
The OGC's Consultation paper on the future of ITIL is now available.
From their website, the OGC explains:-
"The following list contains the top suggestions for scope that the participants feel will improve ITIL best practices and make them continue to be relevant to the ITSM community.
ITIL should:
1. provide consistent structure and navigation throughout the entire library.
2. preserve the key concepts of Service Support and Service Delivery. The basic concepts are still relevant but could be improved by expanding on them.
3. include best practices that extend deeper into service management concepts. This will reflect ITIL’s relevance to business in a more tangible way and can be built into business processes and cycles.
4. provide guidance on the softer issues of organisational structures, cultural issues and an
understanding of the interfaces to other best practices that help support effective ITIL practices in the workplace
5. provide a knowledge management strategy to support the service management needs of
business and IT environments today and tomorrow.
Relatively stable core material would form the base framework. It would be complemented by focussed and topical material in the form of case studies, templates, subject matter expert white papers, implementation packages and business cases, keeping ITIL practices current over time by sharing the wealth of community experience.
6. demonstrate and articulate value, benefits and ROI to establish the value proposition for ITIL.
7. reflect the reality of today’s business, operational, procurement and technical environments including the use of ITIL in multi-sourced environments.
Based on the overall consensus of views, the assembly of the next version of ITIL would include a few key changes:
■ Restructuring of the layout and navigation to be consistent across all books in the library.
■ Addition of new topics not currently covered in the guidance.
■ A combination of new volumes as well as the absorption of existing guidance into new and other existing books.
■ The elimination of some existing books.
■ The addition of value added product to support the core library.
■ Updates to the qualifications scheme and syllabus."
** Link to the OGC Website for further information **
From their website, the OGC explains:-
"The following list contains the top suggestions for scope that the participants feel will improve ITIL best practices and make them continue to be relevant to the ITSM community.
ITIL should:
1. provide consistent structure and navigation throughout the entire library.
2. preserve the key concepts of Service Support and Service Delivery. The basic concepts are still relevant but could be improved by expanding on them.
3. include best practices that extend deeper into service management concepts. This will reflect ITIL’s relevance to business in a more tangible way and can be built into business processes and cycles.
4. provide guidance on the softer issues of organisational structures, cultural issues and an
understanding of the interfaces to other best practices that help support effective ITIL practices in the workplace
5. provide a knowledge management strategy to support the service management needs of
business and IT environments today and tomorrow.
Relatively stable core material would form the base framework. It would be complemented by focussed and topical material in the form of case studies, templates, subject matter expert white papers, implementation packages and business cases, keeping ITIL practices current over time by sharing the wealth of community experience.
6. demonstrate and articulate value, benefits and ROI to establish the value proposition for ITIL.
7. reflect the reality of today’s business, operational, procurement and technical environments including the use of ITIL in multi-sourced environments.
Based on the overall consensus of views, the assembly of the next version of ITIL would include a few key changes:
■ Restructuring of the layout and navigation to be consistent across all books in the library.
■ Addition of new topics not currently covered in the guidance.
■ A combination of new volumes as well as the absorption of existing guidance into new and other existing books.
■ The elimination of some existing books.
■ The addition of value added product to support the core library.
■ Updates to the qualifications scheme and syllabus."
** Link to the OGC Website for further information **
Five FANTASTIC New Articles Today!
Today www.dritil.com features five fantastic new posts covering:- a new ITIL compliance measurement tool, the US adoption of ITIL, Service Metric alignment, the key to leveraging an ITIL implementation - plus two great new hotlinks point to lots of FREE ITIL articles.
At Dr. ITIL we believe in in promoting ITIL worldwide as the foundation for your organisations Service Management Strategy - but we also recognise the lack of freely available supporting information over and above the core texts that are available (and by the way - highly recommended).
So, in February this year, we set about to change all that.
Dr. ITIL now has over 550 daily FREE subscribers each receiving a free regular email informing them of updates to this site. All articles are then just a click away!
If you would like to join our FREE mailing list - please enter your email address in the box on this home page - you will be in good company.
Please remember:-
1. Dr. ITIL is FREE and always will be.
2. We search the Web - so you don't have to.
3. We are dedicated to the successful promotion of ITIL. [Please see appropriate copyright and trademark information at the bottom of this page].
4. Dr. ITIL is believed to be the largest collection of hot links, articles and ITIL related material in the world today...and it's growing every day! Search the Archives for hundreds of links...
FREE regular email - just enter your email address today!
At Dr. ITIL we believe in in promoting ITIL worldwide as the foundation for your organisations Service Management Strategy - but we also recognise the lack of freely available supporting information over and above the core texts that are available (and by the way - highly recommended).
So, in February this year, we set about to change all that.
Dr. ITIL now has over 550 daily FREE subscribers each receiving a free regular email informing them of updates to this site. All articles are then just a click away!
If you would like to join our FREE mailing list - please enter your email address in the box on this home page - you will be in good company.
Please remember:-
1. Dr. ITIL is FREE and always will be.
2. We search the Web - so you don't have to.
3. We are dedicated to the successful promotion of ITIL. [Please see appropriate copyright and trademark information at the bottom of this page].
4. Dr. ITIL is believed to be the largest collection of hot links, articles and ITIL related material in the world today...and it's growing every day! Search the Archives for hundreds of links...
FREE regular email - just enter your email address today!
Want a Cost Effective Way to Measure your ITIL Compliance?
Did you know an average ITIL assessment can generate between 4,500 and 10,000 pieces of information? MeasureITIL have developed a highly intuitive software package that will enable the rapid and in-depth tracking of ITIL compliance across all processes. From their website we learn:-
"How do you manage, let alone make sense of that volume of metrics?
Well measureITIL® is purpose built for the job. Developed under licence from OGC®, it contains the full set of ITIL® compliance assessments.
This web-based software captures, collates, analyses and reports all ITIL® self-assessment data.
It also retains compliance assessment history, tracks compliance progress and keeps tabs on all the ITIL related work being undertaken. It will report the real world picture by providing respondents with a percentage range of compliance so status and progress can be reported more accurately.
The greatest benefits of measureITIL® flow to the following three roles:-
ITIL® ManagerConnects all stakeholders allowing tracking and monitoring implementation progress
ITIL® ConsultantEliminates unproductive time spent collecting and collating data and developing reports
ITIL® AuditorCollects all necessary data for independent Verification and Validation activities"
To learn more about this brilliant product click through to:-
** Learn More - Click Here**
"How do you manage, let alone make sense of that volume of metrics?
Well measureITIL® is purpose built for the job. Developed under licence from OGC®, it contains the full set of ITIL® compliance assessments.
This web-based software captures, collates, analyses and reports all ITIL® self-assessment data.
It also retains compliance assessment history, tracks compliance progress and keeps tabs on all the ITIL related work being undertaken. It will report the real world picture by providing respondents with a percentage range of compliance so status and progress can be reported more accurately.
The greatest benefits of measureITIL® flow to the following three roles:-
ITIL® ManagerConnects all stakeholders allowing tracking and monitoring implementation progress
ITIL® ConsultantEliminates unproductive time spent collecting and collating data and developing reports
ITIL® AuditorCollects all necessary data for independent Verification and Validation activities"
To learn more about this brilliant product click through to:-
** Learn More - Click Here**
Federated CMDB Proposed as Answer to ITIL Driver
"In a poll of 200 US IT executives, just over half have been found to be working to improve IT service management through adoption of ITIL as a process maturity model", reports Computer Business Review Online.
*Read the Full Article Now*
*Read the Full Article Now*
Service Metrics: How to Leverage Data to Keep Service Goals Aligned to Business Goals
The excellent site www.nextslm.org hosted by Malcolm Fry is always informative, insightful and pushes the boundaries of where the traditional ITIL Consultants go. In a new article Malcolm examines metrics and goal alignment. From his site we will learn:-
"Let’s look at how we can best leverage data to provide both IT Managers and business managers with useful tools that help them keep IT services closely aligned with business goals.
The benefits of ITIL are often obvious to those who have received ITIL education, read the ITIL books or attended and ITIL conference or training. The first two books in this series focused on advanced ITIL concepts that help ITIL experts build commitment from non-ITIL experts within an organization, by selling what’s important to various constituents, and by better communication the goals outlined in ITIL Service Delivery and Service Support.
In this, the third book in the series, we’re going to continue developing advanced ITIL concepts by focusing on the monitoring and measuring best practices describe in the ITIL Service Support book including:
· Incident Management
· Problem Management
· Change Management
· Release Management
· Configuration Management
Each section of the ITIL Service Support book details a list of metrics that should be considered for those managing that functional area. In total, the book lists about 80 suggested measurements to use for monitoring and measuring performance across these processes.
In this book, we’ll review each ITIL metric individually by quoting the ITIL definition, describing it in clear and concise terms, and making recommendations on how to best leverage the data for both IT managers and business managers. By focusing on these key metrics, you can help illustrate the value of ITIL best practices to those who have responsibility for related functional areas within IT.
We’ll also add to ITIL recommended metrics and introduce Business Alignment Indicators. These key metrics expand the ITIL best practices to highlight information that helps align IT goals and objectives with business priorities."
**Link through to the article**
"Let’s look at how we can best leverage data to provide both IT Managers and business managers with useful tools that help them keep IT services closely aligned with business goals.
The benefits of ITIL are often obvious to those who have received ITIL education, read the ITIL books or attended and ITIL conference or training. The first two books in this series focused on advanced ITIL concepts that help ITIL experts build commitment from non-ITIL experts within an organization, by selling what’s important to various constituents, and by better communication the goals outlined in ITIL Service Delivery and Service Support.
In this, the third book in the series, we’re going to continue developing advanced ITIL concepts by focusing on the monitoring and measuring best practices describe in the ITIL Service Support book including:
· Incident Management
· Problem Management
· Change Management
· Release Management
· Configuration Management
Each section of the ITIL Service Support book details a list of metrics that should be considered for those managing that functional area. In total, the book lists about 80 suggested measurements to use for monitoring and measuring performance across these processes.
In this book, we’ll review each ITIL metric individually by quoting the ITIL definition, describing it in clear and concise terms, and making recommendations on how to best leverage the data for both IT managers and business managers. By focusing on these key metrics, you can help illustrate the value of ITIL best practices to those who have responsibility for related functional areas within IT.
We’ll also add to ITIL recommended metrics and introduce Business Alignment Indicators. These key metrics expand the ITIL best practices to highlight information that helps align IT goals and objectives with business priorities."
**Link through to the article**
Problem Management: The Key To Leveraging an ITIL Implementation...
Those wonderful people at Chorus Systems have recently posted a newITIL white paper highlighting some ways to overcome ITIL implementation challenges. Read on...
From the Chorus Systems Hot Link on BiZReport:-
"Abstract: Does your company face challenges when implementing ITIL best practices?
Learn how a successful Problem Management implementation will result in a reduction in incident rates, thereby freeing up resources which are currently allocated to reactive and exhaustive daily support activities. These resources can be successfully redirected towards the planning, design and implementation of other ITIL processes.
One of the key drivers that makes ITIL an attractive blueprint is the overlap when compared to IT Governance initiatives such as COSO, COBIT, and Sarbanes-Oxley.
This white paper will review ITIL processes, describe the overall challenges associated with implementing ITIL,and reveal how implementing effective Problem Management will alleviate the burden on other ITIL processes, and ultimately free up the necessary resources for an overall ITIL implementation."
*Link to White Paper*
[Note: Access to this white paper will require a brief 'sign-up' which should take less than 2 minutes to complete].
From the Chorus Systems Hot Link on BiZReport:-
"Abstract: Does your company face challenges when implementing ITIL best practices?
Learn how a successful Problem Management implementation will result in a reduction in incident rates, thereby freeing up resources which are currently allocated to reactive and exhaustive daily support activities. These resources can be successfully redirected towards the planning, design and implementation of other ITIL processes.
One of the key drivers that makes ITIL an attractive blueprint is the overlap when compared to IT Governance initiatives such as COSO, COBIT, and Sarbanes-Oxley.
This white paper will review ITIL processes, describe the overall challenges associated with implementing ITIL,and reveal how implementing effective Problem Management will alleviate the burden on other ITIL processes, and ultimately free up the necessary resources for an overall ITIL implementation."
*Link to White Paper*
[Note: Access to this white paper will require a brief 'sign-up' which should take less than 2 minutes to complete].
Two Hot Links to FREE ITIL white papers today...
Dr. ITIL specialises in searching the Web for FREE information and white papers for its readers. Today we reveal a real gem. For a wealth of great ITIL free white papers - click on the links below.
There are papers on ITIL implementation, Cost justifying ITIL, ITIL and Sarbanes Oxley and many more...
*Link to white papers*
**Second Hot Link to FREE White Papers**
[Note: Each White Paper may require a brief 'sign-up' process to access. Each should take less than 3 minutes to access].
There are papers on ITIL implementation, Cost justifying ITIL, ITIL and Sarbanes Oxley and many more...
*Link to white papers*
**Second Hot Link to FREE White Papers**
[Note: Each White Paper may require a brief 'sign-up' process to access. Each should take less than 3 minutes to access].
Need an extra 30-60 minutes a day to focus on your IT Service Management Programme?
Learn how to claw back 30-60 minutes each day to focus in on delivering your IT Service Management strategy.
If email overload is something which impacts you every day - Dr. ITIL links to Mark Hurst's excellent website www.goodexperience.com to learn how we can tackle the problem.
From his site we learn:-
"Widely credited for popularizing “customer experience” online, Mark Hurst has worked since the birth of the Web to make Internet technology easier to use. In 2002, Hurst was named “one of the 1,000 most creative individuals in the U.S.” in Richard Saul Wurman’s book 1,000. InfoWorld magazine named Hurst Netrepreneur of the Year in 1999.
Hurst is also known for founding Creative Good, the world’s first user experience consulting firm, which he runs with Phil Terry in New York City. http://www.creativegood.com
Mark Hurst is the founder and host of the Gel conference (Good Experience Live), which was first held on May 2, 2003 in New York City. Gel 2004 will be held on April 30, 2004 in New York City.
http://www.goodexperience.com/gel
Hurst’s Good Experience newsletter has tens of thousands of subscribers worldwide.
(Sign up for free by e-mailing update@goodexperience.com.) The Good Experience newsletter and Gel conference are owned by Hurst’s media company, Good Experience, Inc.
Visit http://www.goodexperience.com and click on the "Managing Incoming Email" white paper.
If email overload is something which impacts you every day - Dr. ITIL links to Mark Hurst's excellent website www.goodexperience.com to learn how we can tackle the problem.
From his site we learn:-
"Widely credited for popularizing “customer experience” online, Mark Hurst has worked since the birth of the Web to make Internet technology easier to use. In 2002, Hurst was named “one of the 1,000 most creative individuals in the U.S.” in Richard Saul Wurman’s book 1,000. InfoWorld magazine named Hurst Netrepreneur of the Year in 1999.
Hurst is also known for founding Creative Good, the world’s first user experience consulting firm, which he runs with Phil Terry in New York City. http://www.creativegood.com
Mark Hurst is the founder and host of the Gel conference (Good Experience Live), which was first held on May 2, 2003 in New York City. Gel 2004 will be held on April 30, 2004 in New York City.
http://www.goodexperience.com/gel
Hurst’s Good Experience newsletter has tens of thousands of subscribers worldwide.
(Sign up for free by e-mailing update@goodexperience.com.) The Good Experience newsletter and Gel conference are owned by Hurst’s media company, Good Experience, Inc.
Visit http://www.goodexperience.com and click on the "Managing Incoming Email" white paper.
5th Annual itSMF USA Conference & Expo 2005
The itSMF USA, in their commitment to assisting business and technical managers to achieve IT service management excellence, is pleased to announce their 5th Annual itSMF USA Conference & Expo 2005.
Produced by Jupitermedia, the itSMF USA Conference & Expo 2005 is the only vendor-neutral conference specifically designed to educate management level attendees on how standardized processes and best practices can be systematically applied across the entire range of IT service support and service delivery functions. These include assisting end-users, root cause resolution, managing hardware and software infrastructure, managing changes (planned and unplanned), and effectively managing IT costs.
Join the Conference in September in Chicago.
For further details, please visit:- http://www.jupiterevents.com/itsmf/fall05/
Produced by Jupitermedia, the itSMF USA Conference & Expo 2005 is the only vendor-neutral conference specifically designed to educate management level attendees on how standardized processes and best practices can be systematically applied across the entire range of IT service support and service delivery functions. These include assisting end-users, root cause resolution, managing hardware and software infrastructure, managing changes (planned and unplanned), and effectively managing IT costs.
Join the Conference in September in Chicago.
For further details, please visit:- http://www.jupiterevents.com/itsmf/fall05/
FREE ITIL and BS15000 Pocket Guides Today!
Today at Dr. ITIL we are highlighting all the special FREE stuff that's available for you to download immediately.
Today's posts include the hot links to:- the ITIL Pocket Guide, a 42 Page Service Management Guide, all the ITIL "Essential Links" as well as the BS15000 (soon to become ISO 20000) Pocket Guide.
Just scroll down the page and take a look...
But why not start now... download the FREE BS15000 Pocket Guide...
Click here to *DOWNLOAD*
Looking for some more FREE articles, guides and advice? Why not search the Dr. ITIL Archives - they are packed with hundreds of links to tons of FREE ITIL material.
Today's posts include the hot links to:- the ITIL Pocket Guide, a 42 Page Service Management Guide, all the ITIL "Essential Links" as well as the BS15000 (soon to become ISO 20000) Pocket Guide.
Just scroll down the page and take a look...
But why not start now... download the FREE BS15000 Pocket Guide...
Click here to *DOWNLOAD*
Looking for some more FREE articles, guides and advice? Why not search the Dr. ITIL Archives - they are packed with hundreds of links to tons of FREE ITIL material.
ITIL - The "Essential" Links
I've received several requests for links to sites that contain good overviews or introductions to the world of Service Management and ITIL.
Well here they are along with a small comment on each...enjoy!
Where it all started... the office of government commerce (OGC):-
http://www.ogc.gov.uk/index.asp?id=1000367
Fast introduction and good supporting materials:-
http://www.itil.org.uk/
Good breakdown of the twelve core disciplines at this supplier site:-
http://www.axiossystems.com/itil/info/itil2.php
Interesting community site - good for sharing ideas with like minded individuals:-
http://www.itilcommunity.com/
New development site, building up to a solid description of all things ITIL:-
http://www.itlibrary.org/
Did you enjoy this article? Why not search the Dr. ITIL Archives for more buried treasure?
Well here they are along with a small comment on each...enjoy!
Where it all started... the office of government commerce (OGC):-
http://www.ogc.gov.uk/index.asp?id=1000367
Fast introduction and good supporting materials:-
http://www.itil.org.uk/
Good breakdown of the twelve core disciplines at this supplier site:-
http://www.axiossystems.com/itil/info/itil2.php
Interesting community site - good for sharing ideas with like minded individuals:-
http://www.itilcommunity.com/
New development site, building up to a solid description of all things ITIL:-
http://www.itlibrary.org/
Did you enjoy this article? Why not search the Dr. ITIL Archives for more buried treasure?
Implementing ITIL: Some Common Errors. From IT Management.
*From the Dr. ITIL Archives - Originally Posted March 2005*
Implementing ITIL: Some Common Errors, By Beverly Wileman-Pratt, from IT Management, Q4 2004.
Corporations undertaking ambitious efforts to implement ITIL in order to gain IT Service Management benefits typically are looking at multi-year projects where the benefits appear to be on the far-off, long-term horizon.
But in his presentation at this week's ITSMF USA 2004 conference in Long Beach, Calif., keynote speaker Randy Steinberg said if they approach ITIL projects the right way, organizations should be able to implement all 10 ITIL processes concurrently and see results within a year.
Steinberg, a senior consultant with technology integration services provider Covestic, said the "primary mission" of ITSM is to "protect corporate investments in IT solutions and infrastructure by ensuring that they will be deployable and operable on a day-to-day basis."
In his keynote address, Steinberg outlined nine common implementation errors that can slow down or derail ITIL projects:
1. Running the implementation as an IT project instead of an organization change project. Most IT organizations have evolved into stovepipes, he said, each following their own Change and Problem Management processes and each seeing their world based on their individual experience.
2. Improper balance between strategic efforts and short-term wins. As you plan your ITSM strategy, make sure you balance short-term wins while you are building your process foundation.
3. Sole focus on one or several ITIL processes instead of all service support and delivery processes. You need an overall view of where you want to be, Steinberg said, while planning and implementing processes and activities to ensure successful operations and relationships.
4. Over-designing the ITIL process solutions. Spending too much time detailing the solution could make the relationship of a process obsolete as you mature in your implementation.
5. Scoping the implementation to one processing location. Build a "Local Center" coalition team and include representatives from your different sites at the manager, supervisor and ITSM staff levels.
6. Lack of implementation governance. Review new ideas, determine if they are useful, research and add them in and then let everyone know about it, Steinberg advised.
7. Too much emphasis on process maturity as a goal or end state. Continually measure your progress and monitor your performance throughout the implementation, Steinberg told attendees.
8. Treating the implementation as a one-time project. Implementing IT Service Management is a continuous improvement program -- you begin, you measure, you refine and you continuously improve.
9. Staffing the implementation effort with people in the wrong positions. Ensure you choose staffers whose skill and passion match their roles.
Steinberg, who spoke to more than 1,000 attendees, concluded by recommending a combination of both strategic and tactical approaches to achieve real business benefits.
Did you enjoy this article? Why not visit the Dr. ITIL Archives for FREE access to hundreds of ITIL links to FREE papers, articles and guides. We believe it's the worlds largest collection of ITIL links.
Implementing ITIL: Some Common Errors, By Beverly Wileman-Pratt, from IT Management, Q4 2004.
Corporations undertaking ambitious efforts to implement ITIL in order to gain IT Service Management benefits typically are looking at multi-year projects where the benefits appear to be on the far-off, long-term horizon.
But in his presentation at this week's ITSMF USA 2004 conference in Long Beach, Calif., keynote speaker Randy Steinberg said if they approach ITIL projects the right way, organizations should be able to implement all 10 ITIL processes concurrently and see results within a year.
Steinberg, a senior consultant with technology integration services provider Covestic, said the "primary mission" of ITSM is to "protect corporate investments in IT solutions and infrastructure by ensuring that they will be deployable and operable on a day-to-day basis."
In his keynote address, Steinberg outlined nine common implementation errors that can slow down or derail ITIL projects:
1. Running the implementation as an IT project instead of an organization change project. Most IT organizations have evolved into stovepipes, he said, each following their own Change and Problem Management processes and each seeing their world based on their individual experience.
2. Improper balance between strategic efforts and short-term wins. As you plan your ITSM strategy, make sure you balance short-term wins while you are building your process foundation.
3. Sole focus on one or several ITIL processes instead of all service support and delivery processes. You need an overall view of where you want to be, Steinberg said, while planning and implementing processes and activities to ensure successful operations and relationships.
4. Over-designing the ITIL process solutions. Spending too much time detailing the solution could make the relationship of a process obsolete as you mature in your implementation.
5. Scoping the implementation to one processing location. Build a "Local Center" coalition team and include representatives from your different sites at the manager, supervisor and ITSM staff levels.
6. Lack of implementation governance. Review new ideas, determine if they are useful, research and add them in and then let everyone know about it, Steinberg advised.
7. Too much emphasis on process maturity as a goal or end state. Continually measure your progress and monitor your performance throughout the implementation, Steinberg told attendees.
8. Treating the implementation as a one-time project. Implementing IT Service Management is a continuous improvement program -- you begin, you measure, you refine and you continuously improve.
9. Staffing the implementation effort with people in the wrong positions. Ensure you choose staffers whose skill and passion match their roles.
Steinberg, who spoke to more than 1,000 attendees, concluded by recommending a combination of both strategic and tactical approaches to achieve real business benefits.
Did you enjoy this article? Why not visit the Dr. ITIL Archives for FREE access to hundreds of ITIL links to FREE papers, articles and guides. We believe it's the worlds largest collection of ITIL links.
IBM Tivoli Rolls Out IT Service Management On Demand
IBM today announced the roll out of IT Service Management On Demand, a set of software and services to help customers automate and standardize the way they design and integrate information technology processes - from releasing a security patch to changing or adding a server - across separate departments within their enterprise.
Developed over the past year at IBM's development labs in the United States, Canada and Europe, the company said the solutions span IT process management for change, configuration, release and information lifecycle management. Built on IBM's Tivoli, Rational, WebSphere and DB2 middleware and extending the company's innovation in self-managing autonomic technology, the solutions include "tool mentors” that help implement actions prescribed by the IT Infrastructure Library (ITIL), a widely used industry guide of best practices, IBM said.
IBM added that customers will no longer have to manually design IT processes individually within their own silos of operation, and then hand-code their integration across different departments. Instead, they can design IT processes once and automate their integration across all areas of operation, saving time and money.
*Read the Full Article*
Developed over the past year at IBM's development labs in the United States, Canada and Europe, the company said the solutions span IT process management for change, configuration, release and information lifecycle management. Built on IBM's Tivoli, Rational, WebSphere and DB2 middleware and extending the company's innovation in self-managing autonomic technology, the solutions include "tool mentors” that help implement actions prescribed by the IT Infrastructure Library (ITIL), a widely used industry guide of best practices, IBM said.
IBM added that customers will no longer have to manually design IT processes individually within their own silos of operation, and then hand-code their integration across different departments. Instead, they can design IT processes once and automate their integration across all areas of operation, saving time and money.
*Read the Full Article*
Want to learn more about BS15000? Read On...
Interested in learning how your organisation can become BS15000 certified ?
This site is intended to assist various types of organisations to participate in the BS15000 Certification Scheme by informing and advising on the following areas:
What Is BS15000?
What is the Certification Scheme?
Registered Certification Bodies (RCBs)
Certified Organisations...
Achieving BS15000 Certification - Consultancy & FAQs
>>>Visit BS15000 Certification Page<<<
This site is intended to assist various types of organisations to participate in the BS15000 Certification Scheme by informing and advising on the following areas:
What Is BS15000?
What is the Certification Scheme?
Registered Certification Bodies (RCBs)
Certified Organisations...
Achieving BS15000 Certification - Consultancy & FAQs
>>>Visit BS15000 Certification Page<<<
More Companies Are Using ITIL to Reduce Risk
Most IT directors do not know the full business risks associated with delivering IT services, according to a survey of 178 UK companies, writes Helen Beckett for www.computerweekly.com
"The research found high levels of ignorance and low levels of confidence among IT managers in a critical part of their job. Some 60% said they were unsure how accidents or failures resulting from changes such as IT upgrades or office moves would affect the business.
An increasing number of organisations are using the ITIL (IT Infrastructure Library) best-practice methodology to reduce IT risk and run their departments more efficiently. Companies using ITIL include Procter & Gamble, Boeing and Barclays.
In a report published earlier this year, Forrester said ITIL, originally developed by the government 20 years ago, could help to reduce the number of problems IT directors encounter when changing IT systems."
*Read the Full Article Here*
"The research found high levels of ignorance and low levels of confidence among IT managers in a critical part of their job. Some 60% said they were unsure how accidents or failures resulting from changes such as IT upgrades or office moves would affect the business.
An increasing number of organisations are using the ITIL (IT Infrastructure Library) best-practice methodology to reduce IT risk and run their departments more efficiently. Companies using ITIL include Procter & Gamble, Boeing and Barclays.
In a report published earlier this year, Forrester said ITIL, originally developed by the government 20 years ago, could help to reduce the number of problems IT directors encounter when changing IT systems."
*Read the Full Article Here*
The Future Of ITIL Outlined
The Future of ITIL is outlined for www.dritil.com readers. The Office of Government Commerce is to update its highly-influential best practice guidance on IT service management, ITIL, to reflect outsourcing's impact on organisations' IT functions, reports eGOV Monitor.
Details of plans for ITIL's next stage of evolution were disclosed on 9 May as the OGC released findings of a far-ranging survey on suggested improvements.
Click here to read the full article
What else should ITIL V3 Include? Have your say...post a Comment. It can be anonymous if you prefer!
Details of plans for ITIL's next stage of evolution were disclosed on 9 May as the OGC released findings of a far-ranging survey on suggested improvements.
Click here to read the full article
What else should ITIL V3 Include? Have your say...post a Comment. It can be anonymous if you prefer!
Change Management 101: A Primer in Four Methods
At last - An informative paper about Change Management which provides both beginnners and experts with four structured methods for managing change.
This paper will also be valuable for more experienced change managers who wish to reflect on their approach to change.
Fred Nickols' wonderful paper defines change, looks at the Change Process as “Unfreezing, Changing and Refreezing”, The Change Process as Problem Solving and Problem Finding and offers four strategies for managing change.
This paper is not in any way ITIL specific - but don't let that put you off. Nickols draws from such a wealth of managerial and consultancy experience in industry, that it will help ITIL process beginners and experts alike to re-think how they currently manage change in their organizations.
At the foot of the paper are more links to Nickols' many published previous works.
>>Read Full Article<<
This paper will also be valuable for more experienced change managers who wish to reflect on their approach to change.
Fred Nickols' wonderful paper defines change, looks at the Change Process as “Unfreezing, Changing and Refreezing”, The Change Process as Problem Solving and Problem Finding and offers four strategies for managing change.
This paper is not in any way ITIL specific - but don't let that put you off. Nickols draws from such a wealth of managerial and consultancy experience in industry, that it will help ITIL process beginners and experts alike to re-think how they currently manage change in their organizations.
At the foot of the paper are more links to Nickols' many published previous works.
>>Read Full Article<<
Learn How To Cost Justify Your ITIL Implementation.
Advertisement Post - By BirchWood Solutions.
We know the theory: ITIL is a good thing.
It is so obvious to ourselves that implementing an ITIL Framework across an organisation would bring so many benefits - we can even list the areas of benefit:
Reduction of IT Costs
Clear Communication via an SLA
Reduced End-User Downtime
Time to Market Opportunities
Yes, it's all perfectly clear to us.
Unfortunately making changes to the way organisations work costs money - and now we are going to have to approach the Finance Director and provide a financial Business Case, and convince him that we can provide a Return in his Investment.
Now suddenly you are facing a whole new set of questions being asked, and the answer you have to give is a number......... and what is worse, it starts with a £ sign:
What is the Value of an SLA?
How much productivity is lost because of downtime - what is the value of this?
Due to improved availability, how much more work can Accounts Clerks process?
If a new service is brought into production a month earlier, how would it impact on our Bottom Line?
Birchwood Solutions specialise in providing Cost Justification Studies resulting in an understandable, quantified Business Case.
Studies of this nature can be provided either through 'Fast Track' Workshops or the more traditional consultative approaches.
Click to www.birchwood-solutions.com for more details
If you would like to advertise your companies products or services on Dr. ITIL please send an email outlining your advertisement to ads@dritil.com
We know the theory: ITIL is a good thing.
It is so obvious to ourselves that implementing an ITIL Framework across an organisation would bring so many benefits - we can even list the areas of benefit:
Reduction of IT Costs
Clear Communication via an SLA
Reduced End-User Downtime
Time to Market Opportunities
Yes, it's all perfectly clear to us.
Unfortunately making changes to the way organisations work costs money - and now we are going to have to approach the Finance Director and provide a financial Business Case, and convince him that we can provide a Return in his Investment.
Now suddenly you are facing a whole new set of questions being asked, and the answer you have to give is a number......... and what is worse, it starts with a £ sign:
What is the Value of an SLA?
How much productivity is lost because of downtime - what is the value of this?
Due to improved availability, how much more work can Accounts Clerks process?
If a new service is brought into production a month earlier, how would it impact on our Bottom Line?
Birchwood Solutions specialise in providing Cost Justification Studies resulting in an understandable, quantified Business Case.
Studies of this nature can be provided either through 'Fast Track' Workshops or the more traditional consultative approaches.
Click to www.birchwood-solutions.com for more details
If you would like to advertise your companies products or services on Dr. ITIL please send an email outlining your advertisement to ads@dritil.com
Dr. ITIL Receives Positive Reviews at Amazon.com
Steve Cooke of Wychwood Consulting (www.wychwoodconsulting.co.uk) is one of several people who have taken a moment to write a review of Dr. ITIL on Amazon.com
Steve writes, "Anyone involved in the IT Service Management arena will be aware of ITIL as the UK government's collection of best practice. It can often be difficult to find papers and information on implementation experience, latest trends and practical guides."
He continues, "This is where I think DRITIL scores highly. The author does the hard work for you and provides a focal point for news and articles of interest. Best of all the site is regularly updated (it seems at least daily) so it represents a vibrant and up to date source of valuable information.
This site hasn't been around long but is already high on my list of "must view" sites for Service Management information.
I hope it continues to develop in strength and builds a greater level of content to help implementors, consultants and executives alike."
If you would like to post a review of www.dritil.com on Amazon.com please click the link below...
<<>>
Steve writes, "Anyone involved in the IT Service Management arena will be aware of ITIL as the UK government's collection of best practice. It can often be difficult to find papers and information on implementation experience, latest trends and practical guides."
He continues, "This is where I think DRITIL scores highly. The author does the hard work for you and provides a focal point for news and articles of interest. Best of all the site is regularly updated (it seems at least daily) so it represents a vibrant and up to date source of valuable information.
This site hasn't been around long but is already high on my list of "must view" sites for Service Management information.
I hope it continues to develop in strength and builds a greater level of content to help implementors, consultants and executives alike."
If you would like to post a review of www.dritil.com on Amazon.com please click the link below...
<<>>
ITIL PITFALLS - WHY DO IMPLEMENTATIONS FAIL?
According to Malcolm Fry (executive advisor to BMC: www.bmc.com) there are 10 key reasons why ITIL implementation fails. Take a look at the ten listed below and see if any look familiar.
TOP TEN REASONS WHY ITIL IMPLEMENTATINS FAIL:-
1. Lack of management commitment
2. Spending too much time on complicated process diagrams
3. Not creating work instructions
4. Not assigning process owners
5. Concentrating too much on performance
6. Being too ambitious
7. Failing to maintain momentum
8. Allowing departmental demarcation
9. Ignoring solutions other than ITIL
10. Not reviewing the entire ITIL framework
Fry concludes: "Memorizing the ITIL books does not mean that you can effectively implement the ITIL processes. You can only successfully implement ITIL best practices by understanding how they apply, based on your individual organization's IT strengths and abilities."
Read the full article to learn more...
Do you agree? Have you experienced other reasons?
Have your say by posting an anonymous comment below...
TOP TEN REASONS WHY ITIL IMPLEMENTATINS FAIL:-
1. Lack of management commitment
2. Spending too much time on complicated process diagrams
3. Not creating work instructions
4. Not assigning process owners
5. Concentrating too much on performance
6. Being too ambitious
7. Failing to maintain momentum
8. Allowing departmental demarcation
9. Ignoring solutions other than ITIL
10. Not reviewing the entire ITIL framework
Fry concludes: "Memorizing the ITIL books does not mean that you can effectively implement the ITIL processes. You can only successfully implement ITIL best practices by understanding how they apply, based on your individual organization's IT strengths and abilities."
Read the full article to learn more...
Do you agree? Have you experienced other reasons?
Have your say by posting an anonymous comment below...
Creating the Service Mindset
Do you have what it takes to create the Service Mindset?
Here are the five keys to success...
Read the Full Article
Here are the five keys to success...
Read the Full Article
"ITIL and IT Value - What's the story?" - FREE WebCast
Free Access to a www.bettermanagement.com Webcast on ITIL and ITIL value.
From the BetterManagement website:-
"Information Technology Information Library (ITIL) is a set of best practices used to deliver high quality IT services. The best practices described in ITIL represent the consensus derived from over a decade of work by thousands of IT and data processing professionals’ world-wide, including hundreds of years of collective experience. Because of its depth and breadth, the ITIL has become the defacto world standard for IT best practices.
Join our panelists:
Morton Cohen, Procter and Gamble
Ken Wendle, HP OpenView
Hall Dally, Fujitsu
Kevin Behr, IP Process Institute
as they discuss ITILs contribution to the IT organization.
Discussion will touch on how ITIL provides a unified, descriptive set of processes that illuminate the critical inputs and outputs that drive world class efficiency and effectiveness. The panelists will also discuss how ITIL delivers a quality-based approach to IT management, and defines IT quality as the effective and efficient alignment with business goals.
This includes discussion on how ITIL provides a structured approach to the design of critical IT processes, and the interfaces necessary to support their ongoing management. The panelists will explore ITIL best practices and their results, including established metrics that make it very plausible for organizations to put together a business case that cost justifies the implementation of ITIL best practices."
>>Access WebCast now<<
From the BetterManagement website:-
"Information Technology Information Library (ITIL) is a set of best practices used to deliver high quality IT services. The best practices described in ITIL represent the consensus derived from over a decade of work by thousands of IT and data processing professionals’ world-wide, including hundreds of years of collective experience. Because of its depth and breadth, the ITIL has become the defacto world standard for IT best practices.
Join our panelists:
Morton Cohen, Procter and Gamble
Ken Wendle, HP OpenView
Hall Dally, Fujitsu
Kevin Behr, IP Process Institute
as they discuss ITILs contribution to the IT organization.
Discussion will touch on how ITIL provides a unified, descriptive set of processes that illuminate the critical inputs and outputs that drive world class efficiency and effectiveness. The panelists will also discuss how ITIL delivers a quality-based approach to IT management, and defines IT quality as the effective and efficient alignment with business goals.
This includes discussion on how ITIL provides a structured approach to the design of critical IT processes, and the interfaces necessary to support their ongoing management. The panelists will explore ITIL best practices and their results, including established metrics that make it very plausible for organizations to put together a business case that cost justifies the implementation of ITIL best practices."
>>Access WebCast now<<
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