As IT services are becoming commodities, IT must change the way it views its relationship with business units and end users. A critical step in this journey is the creation of a service catalog which defines and manages the relationship between IT and the business it serves. The authors, Bill Fine a ... (read more)

 

ITIL describes a process framework for IT service management, but does not provide the detailed process design needed for organizationally embedding and automating the IT processes described. Jeroen Bronkhorst, Jeroen Wiebolt and Ruud Ligtenberg present a number of principles that serve as the prem ... (read more)

 

It is no longer simply good enough to capture IT key performance indicators to measure service quality. Organizations must be able to showcase the business value of IT; but how? Selecting the most appropriate business metrics is the key. In this article, Linh C. Ho and Bryce Dunn give practical advi ... (read more)

 

Do you know what the single biggest error is that people make when they start out to make a service catalog? Have you ever seen one? Did you know that you should develop a service portfolio before a service catalog? In this article Mark O’Loughlin will provide advice and guidance on these topics and ... (read more)

 

As IT organizations mature, they are realizing that it is no longer adequate to just deliver IT services. They must transform and become a true business partner, effectively supporting business objectives in a cost competitive way. To this aim, ITIL version 3 (V3) has incorporated continual service ... (read more)

 

Recente ontwikkelingen laten een verschuiving van de aandacht zien van de professionalisering van IT-afdelingen naar de toegevoegde waarde van IT voor de business. Daarbij komt steeds meer de focus op het vakgebied van functioneel beheer te liggen. Juist de noodzaak van de toegevoegde waarde leidt e ... (read more)

 

What does it take to create an actionable service catalog and an efficient request fulfillment process? This article by Rodrigo Fernando Flores will outline ten best practices which can help your IT shop provide more responsive service delivery, increase operational efficiency, and improve customer ... (read more)

 

Na de inrichting en professionalisering van het infrastructuuren applicatiebeheer binnen ICT-organisaties ziet men tegenwoordig een grote belangstelling voor de inrichting en professionalisering van het functioneel beheer. De praktijk leert dat het aantal vrijheidsgraden, afhankelijkheden en ook ran ... (read more)

 

To ensure process- based service management works, organizations need to make clear choices in organizational structure. Wim Hoving and Jan van Bon analyze the “process management drama” and describe how you can use the Process Management Matrix as a tool to make the right division of tasks, respon ... (read more)

 

We live in interesting times. The oil price has hit 100 million US dollars a barrel, banks have not worked out the extent of their debts and house prices are crashing. Recessions change the relationship between Boards of Directors and Operations. IT, through governance, will have to demonstrate and ... (read more)