ITSM

Ineffable DevOps

We’re delighted to announce that popular presenter Mark Smalley will be leading our upcoming DevOps webinar on 23rd September. As a taster, here he explains why DevOps really is ineffable. It’s a frustrating but intriguing paradox that I’ve been struggling with since I got involved in the DevOps space: what are we actually talking about? Is …

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Sort it out in 2022!

I have shamelessly become a little obsessed with Stacey Solomon’s ‘Sort it Out’ programme on BBC iPlayer. For those of you who have missed it, Stacey and her team visit houses that can only be described as complete clutter chaos! They then have 7 days to take every item out of the house, lay it …

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SLA to XLA: focus on quality of experience

Many IT teams are working ‘flat out’ just to keep the infrastructure running and, even with a state-of-the-art ITSM implementation, still can’t get beyond the basic processes of incident, request, problem, and change management. A lack of ownership, discipline, understanding, or ‘care’ means IT service can still seem pretty poor for the customers. Research shows …

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Successful SIAM in an agile world

Service Integration and Management (SIAM) is an approach to managing multiple service suppliers and integrating them to provide a single business-facing IT organisation. SIAM frameworks have been implemented in many organisations, often as part a of multi-supplier outsourcing initiative. SIAM tends to involve two main activities: governance of the end-to-end service and operational support of multi-supplier …

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Service Continuity Management (ITSCM): the road to success

Recoverability of an organisation was once considered a luxury. After all, why would a company spend any time let alone any money in ensuring IT services are available in the event of a crisis? Thankfully this viewpoint has become far less common that it used to be. Yet still companies struggle to adequately prepare and …

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