Archive for September, 2011

Sep
27

An Interview with ITIL 2011 Author Randy Steinberg

Today, we’re really happy to be able to bring you an interview with another service management hero, Randy Steinberg.

Randy is well-respected and widely known in the field of service management.  As well as authoring numerous books related the practical application of service management, he was the lead author on the 2011 Service Operation core volume.

Sep
19

Knowledge Management – a practitioner’s view

Matthew Burrows

Matthew Burrows BSM Impact

Today, we’re really happy to be able to bring you a Knowledge Management interview with respected service management practitioner Matthew Burrows.

We’re going to focus on Knowledge Management and the Service Knowledge Management System (SKMS).  Not many organisations have fully understood or implemented this capability yet, so we’ve worked hard to find someone with implementation experience who can share their story with you.

You can read more information about Matthew here:

http://www.bsmimpact.com/our-story/meet-the-team/consultants/matthew-burrows-fism-fsm-frsa-mic-pmp.aspx

http://www.linkedin.com/profile/view?id=3621524&trk=tab_pro

http://twitter.com/#!/MatthewKBurrows

 

Tell us about your background Matthew, how did you start in service management?

To try to cut a long story very short, when I was delivering some of my first consultancy work it was as a project and programme manager, but in large programmes for managed service and outsourcing organisations and their customers.  I realised that we were delivering a service to these customers, and my role was to work from initial engagement, identify their desired outcomes and create a set of services which would help them achieve these outcomes.  To me, that’s what we call Service Management, but my job was managing this engagement from the beginning all the way through to steady-state delivery.  However, unlike some of my fellow PMs involved in transitioning the services to the steady-state delivery teams who would deliver them for the next 3, 5 or 10 years, where they effectively crept up, chucked it over the wall and ran as quickly as possible in the opposite direction, I worked out it was much better to work with the operations teams, understand what they needed in order to be successful, and work together as a team.

Sep
11

The Sorry State Of The Service Desk

Today’s technical support models of the IT Service Desk must adapt to the latest trends of the end user’s requirements, otherwise they will become outdated and go nowhere. They have to be perfect in service management frameworks, standards and policies to align themselves with customer needs. There are so many other backlogs which need to be attended bt these service desks which are detailed in InformationWeek.

Read the full article here:
The Sorry State Of The Service Desk

Sep
11

Amazon Web Services: 15 Ways It Makes Cloud App Development Easier

Amazing developments has revolutionized computer and Internet industry with the latest cloud computing technology wherein one need not entirely rely on the disc based databases for various Web applications. Instead it is very easy to deploy and operate an in-memory cache in the cloud with the help of this latest technology which is possible by the launch of Amazon ElastiCache by Amazon Web Services. More details are available on e-week.com

Read the full article here:

Amazon Web Services: 15 Ways It Makes Cloud App Development Easier

Sep
10

Open-Source App – Light ITIL and COBIT-like Process – Project …

Many companies do not know what is ITIL or COBIT. These have many advantages. These have no software cost, initial or ongoing license fees. They are built and run entirely on open source components. They are functionality designed towards Governance. They can be easily integrated with other applications and data through web services.They have other features also.

Read the full article here:

Open-Source App – Light ITIL and COBIT-like Process – Project …

Sep
10

Change Management Can Be Key to Winning Business Backing for ITIL …

Many business people do not know how ITIL can be used to improve over all business performance. Most IT organizations should first focus on incident, problem and change management. This will provide a high quality service to IT customers. Change management is one area in which IT organizations can demonstrate the importance of ITIL to business folks. The ITIL will help in issues such as cloud computing and muli-sourcing.

Read the full article here:

Change Management Can Be Key to Winning Business Backing for ITIL …

Sep
09

Consulting-Portal Releases ITOptimizer Version 2.0

Consulting -Portal is an IT Service Management firm. They soon will release a software called IT Optimizer Version 2.0. This software will help organizations to enhance their efficiencies. This is the 5 th release of their Business Process Management software. This soft ware is used by many companies. The software has features such as Process Assessment feature, Process Design feature, Process Governance and Process Education.

Read the full article here:

Consulting-Portal Releases ITOptimizer Version 2.0

Sep
09

Tesco consolidates IT monitoring with CA deal

Tesco will use CA Technologies products to monitor its IT infrastructure. The deal is for $45m. It will improve its insight into Tesco’s IT systems – servers, desktop computers, networks, etc… CA Technologies’ product will help Tesco to make the IT monitoring easier as it is going to replace a number of different platforms.

Read the full article here:

Tesco consolidates IT monitoring with CA deal

Sep
08

Cloud era driving need to rethink entire IT infrastructure

Maritz wanted to kick off VM world 2011. Cloud will make billions of connected users and devices to come into play. Within three years less than 20 percent of devices connecting to the internet will be Windows PCs. According to this we need new technology and approach to IT. Cloud era will make drastic change in IT infrastructure, encompassing, computing, storage and networking, as well as operations.

Read the full article here:

Cloud era driving need to rethink entire IT infrastructure

Sep
08

Google, OpenDNS Spur Global Internet Speedup Group

Google is making arrangement to boost internet speeds all over the world. this is called Global Internet Speedup. This is designed to improve the internet speeds. domain Name system is helpful to locate and address computers, tablets and other computing machines. The Global Internet speedup enables CDNS to make more intelligent data routing decisions.

Read the full article here:

Google, OpenDNS Spur Global Internet Speedup Group