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Showing posts from February, 2013

The Best of Service Strategy, Part 5

ITIL 2011:  Business Relationship Management Originally Published on August 16, 2011
With the recent publication of the ITIL 2011 edition, several items within the best practice set have undergone a transformation. One of the goals of the 2011 edition is to bring even more consistency and standardization to the best practices by formally recognizing and organizing several ideas and activities that the 2007 edition had not previously structured as full, formal processes.  While always referenced in the 2007 edition (and ISO/IEC 20000), Business Relationship Management is now an official ITIL process The newly structured Business Relationship Management process now formalizes the activities and links between the customer or user and the service provider through a central contact point embodied in the Business Relationship Manager role. The ITIL 2011 edition states that the purposes of Business Relationship Management are twofold: To establish and maintain a business relationship between the…

The Best of Service Strategy, Part 4

Cycles Originally Published December 4, 2012

As we move into the waning of the year in the northern hemisphere and the waxing of the year in the southern hemisphere, it becomes time to reflect on the meaning and understanding of the idea of cycles. The yearly cycle of seasons was long ago recognized by early mankind as playing a significant role in culture and society. Planting, growth, maturity and harvesting each set the day to day activities of peoples around the globe throughout a given year. This is no less true when it comes to the lifecycle of services and the lifecycle of Service Management. Both play a significant part in the culture and functioning of an organization.

A cycle is defined as “any complete round or series of occurrences that repeats or is repeated.” This definition holds true for service management and IT services. When it comes to providing value through IT services and governing, controlling and managing those services, we do not exist in a “once and done” or “…

The Best of Service Strategy, Part 3

The Fundamentals of Portfolio Management Originally Published June 14, 2011
IT must begin to align with drivers of business value other than just managing infrastructure and applications. In order for IT to organize its activities around business objectives, the organization must link to business processes and services, not just observe them. IT leadership must engage in a meaningful dialogue with line-of-business owners and communicate in terms of desired outcomes. We have to become a Business & Service oriented organization.

The transition from managing infrastructure to managing services is a fundamental cultural shift for many organizations. Managing infrastructure requires a focus on component operational availability, while managing services centers on customers and business needs. In order for us to link service assets to business services we must first begin to develop a portfolio of services using the following work methods.

Define: Begin by collecting information from all…

The Best of Service Strategy, Part 2

Service Strategy's Four P's Originally Published on July 10, 2012

Whenever I am introducing ITIL and ITSM to a new group of students I always make sure that the concept of Strategy as a process is always discussed.The reaction that I usually get from most is: “Strategy isn’t something the business does?”
I begin our discussion with a simple definition. Service Strategy comprises the processes of: strategy management for IT services, service portfolio management, financial management for IT services, demand management and business relationship management. In the world of ITSM, Service Strategy is the stage of the lifecycle were we align our IT strategy the with business strategy and define our perspective, position, plans and patterns that we as a service provider will have to execute in order to meet an organizations business outcomes. 
These four elements must be present and help guide us in defining and documenting our overall IT strategy.Let’s take a look at what is contained in…

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