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Showing posts with the label Request Fulfillment

Why RCV?

I was recently asked the following: “I want to take the “Release, Control and Validation” (RCV) class.  As a Release Manager, I know it will help but I need to justify this for my manager.  What is the value of taking this class?” Every organization can be effective with release and deployments.  What is needed today is for us not only to get the job done but to do it efficiently.  Efficiency infers that we deliver value, but that we design and deliver services, BETTER, MORE, FASTER THAN EVER BEFORE and at the same time we are being COST effective. The role of Release Manager, although it is central to the release and deployment process, is much broader in scope than many organizations or managers realize.  This role in Best Practice is separate from Change Manager and from the actual Validation and Testing Manager or even the Change Evaluation role.   Frequently these roles will be assigned to one or more persons.  It does not mean that you have to open several new req's

Service Offerings and Agreements - Service Catalogs

What is the difference between a Business Service Catalog and a Request Fulfillment Catalog?  One clear way to distinguish the type of service catalog that is required is to ask yourself, who is your audience?  I have found that when a lot of IT organizations say that they have a Service Catalog many are talking about a service catalog for end users.  Another very important service catalog is one that is mapped to your business customer needs.  In this blog I will briefly discuss some characteristics of service catalogs for these very distinct audiences and for the purpose of clarity I will refer to them as Request Fulfillment and Business Service Catalog. Request Fulfillment Service Catalog Service providers today are striving to automate the first line support for user request fulfillment by providing self-help and also more importantly self-serve end user request fulfillment catalogs.  This self-serve catalog is the most common and allows users to fulfill requests directly fro

Service Operation and the Service Lifecycle – Yesterday and Today

ITSM Best Practice will align five main process with the lifecycle of “Service Operation”. Incident Management Problem Management Event Management Request Fulfillment Access Management  It was not too long ago that the idea of some of these processes were new to service providers. Most will find them to be common in today’s market place.  An organization may not literally follow the best practices for the service operation processes but most likely have some close facsimile when executing Incident, Problem, Request Fulfilment, and Event management processes for provisioning IT services and support.  In order to ensure identity management and authorization for access, some form of “Access Management” will also be needed to support an overall security policy in Service Operation.  I would like to focus on some thoughts for “Event Management” and early engagement of operational staff in the service lifecycle. As organizations mature they begin to realize the value