I was recently asked this question... "Say an RFC is submitted between Mon - Fri and the CAB is on a Tuesday the following week. We are finding the following issues. 1. The approvals within the ServiceNow workflow have not been approved by individuals within the RFC workflow, for example, the architecture or security team. 2. Due to a delay in approvals not being actioned by individuals by the time of the weekly CAB the change implementation dates need to be postponed and rescheduled until all approvals have been completed and change Comms sent out. How can the above 2 issues be addressed?" Addressing the issues related to the approval delays in the change management process could involve several strategies: Improving Approval Turnaround Time Automated Reminders and Escalations Automated Reminders : Configure ServiceNow to send automated reminders to approvers at set intervals. These reminders should escalate in urgency the closer it gets to the CAB meeting. Es

By Donna Knapp For years, people , process , and technology (PPT) was a widely recognized framework for balancing and integrating the components needed to achieve optimal performance and outcomes. In the ITIL v3 Service Design publication, this framework was expanded to the four Ps: people , processes , products , and partners . ITIL 4 has further expanded and evolved this framework to the four dimensions of service management. These four dimensions are collectively critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services. The four dimensions of service management are: Organizations and people Information and technology Partners and suppliers Value streams and processes. These four dimensions represent perspectives which are relevant to the whole service value system (SVS), including the entirety of the service value chain and all ITIL practices. Each ITIL practice is a set of organizational resources base

Originally posted on DevClass , June 22,2021 written by Joseph Martins and sponsored by Axelos Experience is everything when it comes to delivering IT-enabled products and services. But it’s no longer about how many deadlines your team smashed, how often you’d exceeded service-level agreements (SLAs), or how many lines of code you’ve spat out. Rather it’s about how the services and products you deliver impact the rest of the organisation’s ability to do their jobs, increase productivity, deliver customer satisfaction and co-create value. “Experience” may be seen as subjective, even ephemeral, compared to the traditional IT metrics, deadlines and SLAs. But if you want proof of its importance, consider how ITIL® 4, the latest revision of the best practice framework for service management from AXELOS, focuses on improving user experience of digital services and how this enhances productivity right across the organisation. Ian Aitchison , VP Product Management at Nexthink, the leader in di

Originally posted on devclass.com, June 22, 2021 and written by Joseph Martins. Sponsored Experience is everything when it comes to delivering IT-enabled products and services. But it’s no longer about how many deadlines your team smashed, how often you’d exceeded service-level agreements (SLAs), or how many lines of code you’ve spat out. Rather it’s about how the services and products you deliver impact the rest of the organisation’s ability to do their jobs, increase productivity, deliver customer satisfaction and co-create value. “Experience” may be seen as subjective, even ephemeral, compared to the traditional IT metrics, deadlines and SLAs. But if you want proof of its importance, consider how ITIL® 4, the latest revision of the best practice framework for service management from AXELOS, focuses on improving user experience of digital services and how this enhances productivity right across the organisation. Ian Aitchison, VP Product Management at Nexthink, the leader in digital