ITSM

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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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Bringing service, quality and information security management standards together

With an increasing number of organisations embracing standards across ITSM and security management, how can we adopt an integrated approach to implementation? Lynda Cooper offers some guidance. Firstly, some brief definitions. ISO/IEC 20000-1 is a standard which focuses on the delivery of services to meet service requirements using a service management system (SMS). ISO 9001 …

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Building a CMDB: some secrets shared

I have worked with many organisations who set out on the journey of building the perfect Configuration Management Database (CMDB): a single entity that contains everything they could ever want to know about their business, services, IT equipment, statuses, finances, projects. It can seem like a daunting experience and whilst the ambition can seem admirable, …

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Strategy and Planning: reflections of a Community of Practice Chair

2021 is already shaping up to be an exciting year for itSMF UK. Writing this at the time of the pandemic and lockdowns might sound odd so stick with me on this. Aside from the packed calendar of webinars, masterclasses, members meetups and forums – more of which here – we’ve just introduced the Communities …

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Digital and IT Strategy: the next step for ITIL 4 leaders

ITIL 4: Digital and IT Strategy, or DITS for short, is the last book to be released in a series of five books, each with a different set of global authors. There is an associated 3-day DITS course, which includes in-class practical assessments and an exam. This blog provides an overview of frequently asked questions on the DITS book, including why it’s an essential read for digital leaders, and a summary of some of my favourite topics.

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