Posts tagged "ITIL"

Request & Asset Management

In each company I have witnessed various methods of handling software requests and trouble is that there is such a reluctance to change. I am currently working in a role where the Service Delivery Manager because he only knows Excel he requires that we use it to to manage our assets! Aggh! No unique ids, duplicate entries and a time bomb … Continue reading


ITIL – Event Notification

Most CIs (Configuration Item) are designed to communicate certain information about themselves in one of two ways: A device is interrogated by a management tool, which collects certain targeted data. This is often referred to as polling. The CI generates a notification when certain conditions are met. The ability to produce these notifications has to be designed and built into the CI, for example a … Continue reading


ITIL – Service Operation – Incident Management

An incident is an unplanned interruption to an IT service, or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident. The purpose of Incident Management is to restore normal service as quickly as possible, and to minimize the adverse impact on business operations. Incidents are … Continue reading


ITIL – Service Strategy – Demand Management

Demand management is a critical aspect of service management. Poorly managed demand is a source of risk for service providers because of uncertainty in demand. Excess capacity generates cost without creating value that provides a basis for cost recovery. The purpose of Demand Management is to understand and influence customer demand for services and the provision of capacity to meet these demands. At … Continue reading


ITIL – Service Strategy – Service Portfolio Management (SPM)

SPM involves proactive management of the investment across the service lifecycle, including those services in the concept, design and transition pipeline, as well as live services defined in the various service catalogues and retired services. SPM is an ongoing process, which includes the following: Define: inventory services, ensure business cases and validate portfolio data Analyze: maximize portfolio value, align and prioritize and balance supply and … Continue reading


ITIL – Service Strategy – Financial Management

Financial Management covers the function and processes responsible for managing an IT service provider’s budgeting, accounting and charging requirements. It provides the business and IT with the quantification, in financial terms, of the value of IT services, the value of the assets underlying the provisioning of those services, and the qualification of operational forecasting. IT   Management responsibilities and activities do not exist solely … Continue reading


ITIL – Service Strategy – Organization Design & Development

Organization Design and Development is about achieving an ongoing shape and structure to the service provider’s organization that enables the service strategy. Considerations include: Organizational Development Stages: delivering services through network, direction, delegation, coordination or collaboration depending on the  evolutionary state of the organization Sourcing Strategy: making informed decisions on service sourcing in terms of internal services, shared services, full service outsourcing, prime consortium or … Continue reading


ITIL – Financial Management – Service Oriented Accounting

Using financial management to understand services in terms of consumption and provisioning, and achieve translation between corporate financial systems and service management. Service Provisioning Models: categorization and analysis of the various models that may be selected by customers and used by service providers to source and deliver services, and the financial management impacts of on-shore, off-shore or near-shore variants: Managed Service: where a business unit … Continue reading


MOF: Identifying Risks

Microsoft has a good article on identifying risks and is worth reading, click here to read the source material for this article. Risk identification is the first step in the proactive risk management process, it provides the opportunities, indicators, and information that allows an organization to raise major risks before they adversely affect operations and hence the business. This step … Continue reading


ITIL Service Design

Service Design is a stage within the overall service lifecycle and an important element within the business change process. The role of Service Design within the business change process can be defined as the design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements. The main goals and … Continue reading