Skip to main content

Posts

Showing posts with the label Processes

The Four Dimensions of ITIL® 4 and the Changing World of Work

Originally posted on owlpoint.com , June 15, 2020, and written by Mark Blanke , CEO of Owlpoint, and Chairman of The CIO Initiative The Four Dimensions of ITIL 4 and the Changing World of Work Recently Twitter CEO Jack Dorsey announced his employees could continue working from home “forever.” Knowing some people like an office environment, Dorsey is keeping the door open for those who want to return to the workplace. But ultimately, he is leaving it up to each employee to decide what they want to do. Dorsey’s statement follows reports that Fortune 100 corporations, including JPMorgan, Facebook, Capital One, Amazon, Microsoft, Zillow, and others, are extending work-from-home policies. Post-COVID-19, having employees in an office environment can be a sticky proposition. What if someone falls ill and infects others? What if a valued employee simply doesn’t want to come in – ever? What if half of your office space is continually empty? This leads to another question – why rent expen

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, re-engineering and improving processes (how to do it). IT organizations must not only do the right things, but they must also do the right things right. 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. 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 organizati

ITSM, ITIL and DevOps – an education process

Originally posted on The AXELOS Blog - by @itsm_Donna In IT service management (ITSM) education is critical: it helps organizations get a shared understanding of terms and concepts and a proven body of knowledge such as ITIL® . The IT industry is rife with buzzwords carrying varied interpretations, so education helps get everyone on the same page. But while ITSM professionals may well understand the “what?” and “why? – for example why to minimize risk or restore services ASAP – today it’s the how that needs to evolve and change. And while there is always value in education, achieving certification creates a different level of engagement: people get involved and – critically – seek to understand. Getting certified allows you to represent your competence and understanding of the concepts you’ve learned. After that, you need to get out there and apply them to benefit your organization and add to your credibility and your baseline of experience. Today’s hiring managers are looking for th