Metrics are a vital part of management. They are not the whole of management – one mistake people make is letting the ‘tail wag the dog’ when metrics drive what they do, rather than using metrics as a tool for making good decisions. Because they are powerful, metrics, if used improperly, can also be dangerous. …
Why do I so seldom hear ‘design’ and ‘metric’ in the same sentence? Read More »
Can you provide and deliver services to your customers without knowing what services you provide? Amazingly in the real world the answer is “yes”. Many service providers cannot actually describe their services in a clear and understandable way to themselves and their customers. Service catalogs mean many different things to many different people. However, …
Can you provide and deliver services to your customers without knowing what services you provide? Amazingly in the real world the answer is “yes”. Many service providers cannot actually describe their services in a clear and understandable way to themselves and their customers. Service catalogs mean many different things to many different people. However, …
Measuring & metrics – all or nothing You can’t manage with metrics – there is much more to management than just numbers. You can’t manage without metrics – if you don’t measure what you are doing, you can’t measure whether you are improving or doing worse. The problem is that the sort of people who …
Measuring & metrics – all or nothing You can’t manage with metrics – there is much more to management than just numbers. You can’t manage without metrics – if you don’t measure what you are doing, you can’t measure whether you are improving or doing worse. The problem is that the sort of people who …
The not-for-profit ASL BiSL Foundation is forming a Leading Coalition for Information Management (IM Coalition) to help put IM on the IT Service Management landscape. The first organizations to join the coalition are itSMF USA, APMG-International, Capgemini Academy Netherlands, Quint Wellington Redwood, Van Haren Publishing and GamingWorks. Why are we doing this? The ASL BiSL …
Putting Information Management on the IT Service Management landscape Read More »
The not-for-profit ASL BiSL Foundation is forming a Leading Coalition for Information Management (IM Coalition) to help put IM on the IT Service Management landscape. The first organizations to join the coalition are itSMF USA, APMG-International, Capgemini Academy Netherlands, Quint Wellington Redwood, Van Haren Publishing and GamingWorks. Why are we doing this? The ASL BiSL …
Putting Information Management on the IT Service Management landscape Read More »
Title/definition ISO/IEC 20000 The basics ISO/IEC 20000-1:2018 is the international standard for service management. It specifies 212 requirements for organizations providing services to establish, implement, maintain and continually improve a service management system. This system is to manage the lifecycle of services, including the planning, design, transition, delivery and improvement of services. These services meet …
ISO/IEC 20000 for IT Service Management – in 3 minutes Read More »
Title/definition ISO/IEC 20000 The basics ISO/IEC 20000-1:2018 is the international standard for service management. It specifies 212 requirements for organizations providing services to establish, implement, maintain and continually improve a service management system. This system is to manage the lifecycle of services, including the planning, design, transition, delivery and improvement of services. These services meet …
ISO/IEC 20000 for IT Service Management – in 3 minutes Read More »
ITIL 2011 Edition,ITIL 2011 Editie, ITIL Edição 2011 If you want to know more about the ‘lifecycle’ approach of ITIL? Or an answer to: “What are the key service management processes and functions of the new ITIL version (2011 Edition)”? What do you prefer: the complete ITIL 2000+ pages manuals OR a quick, portable reference …
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