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Showing posts with the label ITIL 4 CDS

Misunderstood and Misused - A Rant About Problem Management

By Donna Knapp It’s interesting to see how members of different communities can view a practice so differently. That is currently the case with problem management, the practice of identifying, removing, or mitigating the cause or contributing factors to service disruptions. For the most part, the IT service management (ITSM) community recognizes the value of problem management. They may admittedly struggle to find the time or resources needed to perform the practice. Or they may find it difficult to justify the actions needed to introduce permanent solutions identified as a result of the practice. But they, for the most part, value the practice. Conversely, some members of the DevOps community view problem management, or more specifically, root cause analysis, as a complete waste of time. We’ve found that there are a few common reasons that on the surface make sense, but that have counterpoints worth considering. One reason for the pushback is that the practice of root cause analysis i

What Is A Service Offering?

The ITIL 4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group.   As a service provider, we can’t stop there!   We must know what the contracts of our service offering are and be able to put them into context as required by the customer.     Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include:     Goods, Access to Resources, and Service Actions 1. Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods.   Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you.   You the consumer own these and they are yours to take with you.               Note: Goods may not always be provided for every Service

The Four Ps of Service Design - It’s not all about Technology

In the rapidly evolving landscape of IT service management (ITSM), the principles of service design have expanded beyond just focusing on technology. As we embrace new methodologies and innovations in 2024, the Four Ps of Service Design remains a critical framework to ensure comprehensive and effective service delivery. See also: The New Four P's of Service Management These Four Ps are People, Processes, Products, and Partners. 1. People: At the core of any service design are the people who deliver and consume the services. In today's world, this includes a diverse range of stakeholders from employees and customers to vendors and partners. Effective service design considers user experience (UX) and employee experience (EX) to ensure services are intuitive and meet the needs of all users. The rise of AI and automation has transformed roles, making it essential to invest in continuous learning and development to keep skills relevant. 2. Processes: Streamlined and efficient proc