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Showing posts from August, 2014

SACM (Configuration Management)

Service Asset & Configuration Management (SACM) is genuinely the one process that touches all of the other ITIL processes. SACM delivers accurate and up-to-date data and information to every other process across the lifecycle.What is really cool about SACM is that in many cases it depends on those other processes through their defined, documented and agreed to activities, to help insure that the data and information about those assets is up to date , accurate and properly recorded through the Configuration Management System (CMS),No organization can be truly efficient and effective without having a configuration management process to insure we understand how and where that infrastructure, application, tools, documentation and sometimes even people are being utilized in delivering business outcomes and creating value.
Service Asset & Configuration management ensures that CIs (configuration items) are properly identified; baselined and that changes made to them are properly contr…

ITSM - The A B C’s of Financial Management

At the core of IT Service Management is the ability of the service provider to align capabilities to meet business requirements.  Not only is it expected that the service provider does this but today’s market requires that we provision faster than ever before for the least amount of cost. This requires a shift from looking at costing models that focus primarily on components such as HW, SW, or other infrastructure costs to a model that looks at what is it costing us to provision the end-to-end service.  When we think of Financial Management most will immediately think of number crunching, bean counters, and all those mathematical formulas that go along with that.  It is all of that.  We need to be able to create business cases and to justify the cost of new or changed services in our environment. Financial Management for IT services will certainly include calculations for Return on Investment and Internal Rate of Return as well as assistance in assessing the overall Value on Investme…

CPDE (Design considerations)

So who should consider becoming a Certified Process Design Engineer?Well anyone can consider it.Is your organization engaged in some type of certification, working to reach some optimized level of maturity, trying to improve the processes you already have or create a process to meet some new customer requirement? All of these scenarios would employ the skills of a CPDE. To start with, no matter which framework or standard you are utilizing processes must be:
Defined Documented Managed via performance metrics Continually improved Undertaking this effort is not as simple as it may appear and having a staff member with the necessary skills and capabilities (CPDE) ensures that clear and measurable improvement targets along with a process design approach can and will be carried out.You first must understand the factors that are triggering a process improvement initiative.They may include: Changing customer requirements Processes that are to complex or have become bottlenecks Inadequate measures or…

The Certified Process Design Engineer (CPDE)

There are many frameworks and standards that define best practices for achieving quality IT service management (ITSM) - ITIL, ISO/IEC 20000, COBIT, CMMI, DevOps, Knowledge-Centered Support, etc. While each describes processes and controls (what to do), none provide clear, step-by-step methods and techniques for actually designing, reengineering and improving processes (how to do it).
IT organizations must not only do the right things, they must do the right things right.The CPDE takes a practical step by step approach to developing and implementing ITSM processes across the entire lifecycle of IT services.It ensures integration with project and program management and the application and software development processes as well.Allowing for strategic, tactical and operational alignment across the entire organization.The CPDE is well suited to utilize these different best practices and additionally play a significant role in the DevOps movement that is taking hold in IT organizations acros…

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