Posts

The Top Benefits of ITIL

Stronger alignment between IT and the business: Historically IT has not been a participant in helping to create business strategies, it was normally in the role of supporting them. Recently, with the speed of innovation impacting businesses position in the market place, IT has been playing a greater role in helping to develop that business strategy.  The ITIL framework enables IT to act as a service provider and become a core and more strategic part of the business.   Pre-defined processes and best practices from the ITIL framework enable businesses to react quickly to today's rapidly changing technology landscape, focus on innovation and ultimately keep customers satisfied. Improved service delivery and customer satisfaction: Event, incident and problem management processes included within the ITIL framework enable businesses to review performance, perform root cause analysis, resolve issues and through problem management, prevent future incidents from occurring and allows us an end…

The ITIL Practitioner – Relevant and Required Today

What are the challenges that every CIO, CEO or service provider faces?  EVERY Service provider today must move BIGGER, BETTER, MORE… FASTER than ever before and do it at the LOWEST COST possible!  We used to speak about the rate of change and yes that is still increasing.  The rate of change is only one of many aspects that present challenges that must be considered, others include:
Dynamic Business Requirements - We do not even get started with the deployment and the requirements are changing.  This can no longer be an excuse for over runs.  The service provider must expect this and have the people, process and technology in place to respond quickly to these expected changes.
Transformational Change – Atransformational change is designed to be organization-wide and is enacted over a period. Transformational change and this culture shift will result from a change in the underlying strategy and processes. This includes strategic transformations for DevOps initiatives, Agile or the embrac…

DevOps Leader

"Culture eats strategy for breakfast."Peter Drucker
“Every company wants to behave like a software company.”  Sanjay Mirchandani
As the business environment continues to evolve and change, an adoption of a digital-first mindset is taking place in boardrooms across the globe. Today’s organizations face a never-ending torrent of change from the dynamics of global economics and competition, to the ever more rapid advancements in technology. These can be perceived as both an opportunity and a threat.The ability to adapt and innovate rapidly in this environment has become a core organizational competency. Adoption of DevOps can bring about those needed changes that allows an organization to remain competitive in today’s market space.  A successful DevOps transformation begins with a value stream map which can allow us to see a time diagnostic of our delivery lifecycle.  This flow based representation gives us an end to end view of how the work is currently being done.  From this we …

Digital Transformation - What Is It?

Customers are empowered and connected. To stay relevant many organizations are asking “how can we evolve with the digital era?”  To lead the change, we must understand it.  
It is likely that in the next one to five years your organization will focus on digital transformation in three or more of these areas:
Artificial Intelligence / Machine Learning
Defined as the study of "intelligent agents" on any device that perceives or learns its environment and takes actions toward success at a specified goal.
The Internet of Things (IoT)
The IoT refers to the connection of devices (other than typical computers and smartphones) to the Internet. Today things like cars, kitchen appliances, and even heart monitors can all be connected through the IoT. Who would have known that we might need to add items such as drones to an asset registery and learn how to manage them? And as the IoT grows in the next few years, more devices are and will continue to join that list. 
Natural Language Process…

Why I Love Teaching ITIL Foundation

I have been instructing ITIL classes now for almost ten years and wow have things changed in our industry over those ten years.  Many new tools, concepts and practices have been introduced along the way.  Yet somehow, I still get excited about teaching ITIL Foundation even after presenting it a few hundred times.  The material has changed somewhat, my presentation techniques have gotten better and my jokes and stories still seem to be timeless, kind of like me (Lol).
I guess part of what is amazing to me, is the fact that there are still many people out there in the world of ITSM that have not been formally introduced to ITIL best practices but yet participate in them.  So I take very seriously the responsibility to not only educate the learners, but hopefully to inspire and excite them to really want to utilize these practices in their everyday activities;  to see the value in these practices and not view them as just something else they must do. Given the number of times that I hav…

ITIL – Back to Basics for Agile and DevOps

ITIL advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT Service Management (ITSM) ­­­as a tool to facilitate business change, transformation and growth. Some are believing that ITIL has run its course.  In truth I believe the opposite is true.   In the past, and still today, many organizations believe that Best Practice and ITSM processes are focused on the Service Operation Lifecycle.   Implementation, process design, and ITSM tools have had a very heavy focus on processes like Incident, Problem, Change and Configuration Management. Few have yet to recognize or have not seen the value in the guidance for Service Strategy and Service Design processes and roles.   How did these get overlooked? In the last three or so years I have seen a bit more buzz about “Business Relationship Management”.   Less so for “Demand” and “Strategy Management” for IT Services. Few are inte…

ITIL Practitioner - Components of a Service

At the core of ITSM is the idea of delivering services to customers, how these services will be engaged to deliver some form of value to the customer and the customer’s organization, and the value captured by the service provider.  For this to be accomplished we must first understand the key elements of an IT service and how, as a service provider, we deliver the correct set of services effectively and efficiently. 
 “A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks”.  This allows the customer to create the desired business outcome without having to invest in specialized tools or skills.  By linking activities performed by the service provider to the desired business outcomes the provider can be seen as contributing value, not just as a cost to the business.
The value of a service is derived from what it enables someone to accomplish or what outcomes it enables them to realize.  Th…

Search This Blog