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Service management discussion and questions
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Shared IT and Estates Service Management Tool 1 P. Graham Hi We do something similar at Aberdeenshire Council with ICT and HR using the same product.  We use Cherwell. If you want to speak to someone let me know and I can put you in touch with a colleague of mine. 
by H. Birnie
03 March 2015
ITSM Big 4 - what's on your agenda? 7 M. Lillycrop Thanks for the update Dan and for that link. It would be great if you were able to get along to the Knowledge Exchange on the 24th of March. sounds as if you will have a lot to contribute.Best regardsJohn
by John Sowerby
12 February 2015
Calculating the Service Design Figure 5 M. Lillycrop Stuart and Richard's answers are great but I think they are not addressing the specific question. Understanding how to calculate the availability achieved is important and Stuart's whitepaper remains an excellent resource. And Richard takes into account the more realistic view of the perceived impact to the end user and potential business impact of the related downtime. All very useful and worth understanding.Karen's response is valuable and detailed. I think the availability of the active:active component in Karen's example would actually be 99.9975% - a typo, I think. Maybe someone can check my working on that ?But I think the question was to do with calculating the availability the system was designed to achieve.There's an interesting article here that clearly explains why the serial component availability in an end to end service must be multiplied together to understand the overall availability. you mention the challenge of taking into account resilience or failover as designed for a specific component. In this case you would calculate the designed availability for the resilient component before plugging it into the rest of your calculation. Say the resilient component is composed of two components with 95% availability each. In this case the designed availability of that resilient component is the non availability figures multiplied together. So 5% of 5%, giving a result of 0.25% and so a designed availability of 99.75%. You would then plug this into your end to end calculation of availability.
by John Sowerby
16 January 2015
Service Management Implementation Programme 1 A. Roberts Hi Andy. It might be worth you having a look through the whitepapers section. There are a few on implementation approaches, and a good series from National Australia Group, a global banking group, on their journey through SM implementation.I think this is a good "basics" question, we should be able to generate more interest.I don't know if large scale implementations are easy just to provide a blueprint from, as they are likely to have been a large program, implemented over a number of years. It would be good to hear from some large players, if it is difficult to share details, why that is ?
by John Sowerby
22 December 2014
Process Management Tools 5 T. Wright Took a look at the IBM tool mentioned here. Looks like it may be along the lines you were looking for, Theresa. Will you let us know if you have taken a look at it and, better still, what your experience is if you decide to give it a try ?
by John Sowerby
18 December 2014
Help required - Tips for Problem Mgt process 2 J. Suter Good advice from Barry. Definitely get that owner identified, as at senior level as possible, and ensure the importance of Problem Managemnt to the organization is communicated widely from senior managers in all departments. This is where the analysis of repeat incidents will be useful, to start to build the case and to set meaningful targets.Carry out some basic training in methods and techniques to give people confidence and to provide a foundation in consistency of approach. You will likely also find that you need to review your current incident classification and probably tighten up the closure codes and standard format closure comments in order to improve the effectiveness of the analysis process.
by John Sowerby
13 December 2014
Standard Service Management comms protocol? 4 S. Crowe The simple answer to your question is NO, there is not a standard communication protocol for passing incidents and events between ITSM tools.Some combinations of tools are fairly easy to hook together, and others are more difficult. You need to speak to the vendors of the specific tools you are using to ask them for advice.
by S. Rance
05 December 2014
Drivers of change in ITSM 3 M. Lillycrop As agile development and continuous integration become more the norm than the exception there will be greater focus on the need for ITSM processes to become more agile and more automated, leading to greater levels of automation in CCRM but also in incident and problem management using enhanced knowledge for the automated release processes and the development process and associated wikis. Service desk will do more proactive determination of customer response and reaction, and become more of a knowledge and wisdom center, interrogating vast, complex and diverse data sets to determine real-time customer experience and trigger automated response to that.
by John Sowerby
04 December 2014
ITSM Tools Forum 0 C. Dudley Are  you coming to this FREE member event in London?Just log on to your account and register, or call us in the office 0n 0118 918 6500 for more details. 
by C. Dudley
28 November 2014
ITSM14 Presentations 5 K. Hurley Hi AllThe keynote presentations from #ITSM14 are now available for download at regardsMark
by M. Lillycrop
21 November 2014
SFIA - too daunting? 11 J. Suter Absolutely agree, Matthew. Our experience is that once we have made the investment in SFIA-based role profiles, underpinned by aligned development guides this gives managers and employees the framework to have a constructive and actionable personal development discussion. You are correct, HR like this as it makes a desired HR process possible and worthwhile.
by John Sowerby
20 November 2014
Managing complexity with Governance 4 J. Suter Any chance we could get to see the slide?
by John Sowerby
17 November 2014
Twitterchat - 16th July - Service Improvement 1 J. Suter Thanks Jane.I’m looking forward to listening just as much as (if not more than) tweeting on Wednesday – particularly around understanding what benefits other organisations are currently experiencing from CSI. And if you had a magic wand what would you change to make CSI more effective? Do feel free to post your responses here and we can incorporate.For those of you that prefer interacting in a non-tweet way, we’re currently planning the next CSI Special Interest Group Event, looking at CSI & Innovation. What does it mean, how can we contribute, alongside other topics. Watch this space (and this website!) for further details once the venue has been confirmed.Finally – if there are any CSI topics you’d like to add to the twitter chat, or in to the special interest group then do let me know!
by C. Bartlett
09 July 2014
Sales Executive Vacancies at Marval Software Ltd 0 P. Patel Sales Executives – New Sales ·         Salary:     £ Competitive + Commission + Car Allowance ·         Location: Kettering, Northamptonshire  Looking for your next challenge? Due to continued expansion, Marval Software Limited, a leading, privately -owned software house is currently looking to appoint TWO New Sales Executives, looking to work with some of the best in the business.To succeed, you must be driven and enthusiastic with professional manners and slick presentation ability, in addition to being a true team player. The main focus will be attaining new sales within the ITSM Industry.  With an average order value of £50k, a technological understanding is requisite to give the client complete satisfaction throughout the sales process. Reporting to the CEO and Technical Director, this role will cover meeting clients, understanding their needs and using the correct sales technique to carry out the sale from start to finish. You must be experienced and knowledgeable in the ITSM, IT Software and related services sector and have working knowledge of related technologies, although ongoing training will be provided within the role to support you.   The position will be a UK national field sales role and overnight stays will be required.   Up to the challenge? Then get in touch today! To apply: Send your current CV and covering letter with your salary expectations to   Closing date: 25th July 2014.  
by P. Patel
07 July 2014
SW events 2 P. Horton Hi Pippa,The other thing to bear in mind is that the SIGs also have a number of closed meetings where they work on particular projects, prepare for public events etc. They are always on the look out for enthusiastic new members, so if there is anything that interests you in particular the office can put you in touch with that SIG chair.kind regardsRosemary
by R. Gurney
04 July 2014
Is Problem a Problem? 12 J. Suter The Problem Management Twitterchat has now been Storified. Link below:
by J. Suter
19 June 2014
Service Talk archive 2 Soliloquy Ltd The white papers that have previously been written and were on the old site are available under Reference. ThanksRichard
by R. Horton
30 May 2014
Can you quanitfy the value of your organisation's investment in ITSM? 1 J. Windebank To answer question 1: How business objectives are supported, i.e. the contribution that the investment will make in achieving the outcomes defined in the business objectives. This is the same approach that ISO/IEC 20000 demands when asking for Service Management Objectives to be linked to Business Objectives.
by M. Burrows2
19 May 2014
Welcome! 0 M. Lillycrop HiThis is the new ITSMF UK discussion forum, where members can exchange views on any topic.If you have any queries about the forum, please contact
by M. Lillycrop
26 March 2014

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