The following is an excerpt from a longer article, entitled ‘Does the ITIL Framework Need a Facelift?’ by Malcolm Fry. Malcolm believes the framework is an excellent tool, and his comments are not meant to be a criticism but an encouragement to improve. Relevance The eternal problem for the ITIL framework has always been to remain relevant mainly because […]
Does the ITIL® Framework Need a Facelift? Read More »
No matter the size or maturity of your service desk, every service desk manager questions how to implement continual service improvement (CSI) and make it meaningful. Implementing CSI successfully can be hard enough; implementing it according to Pink Elephant-certification, best-practice standards is a demanding and often overwhelming process. Thankfully, Dave Jones’—of Pink Elephant—recently discussed CSI in
7 Steps to Continual Service Improvement (CSI) Success Read More »
Innovation is a slippery thing. Take some of the well-known quotes about innovation. When asked about the idea behind the Model T car, Henry Ford is quoted as saying, “If I had asked people what they wanted, they would have said faster horses”. Ralph Waldo Emerson is also attributed with the aphorism, “Build a better
Are you tired of creating endless reports that are barely even glanced at by your boss? Phil Gerbyshak recently joined us for a webinar and gave us some great advice on how to focus your metrics into something useful and meaningful to the business and to make sure your time and efforts are not wasted.
Delivering Business Value Metrics Read More »
IT service support management (ITSSM) tools extend the capabilities of IT service desk tools by providing modules that automate configuration and release governance processes, and provide a business view of IT services. These capabilities enable the IT support organisation to manage incidents, problems, changes and service requests throughout their life cycles at a more efficient
2014 Gartner Magic Quadrant Read More »
EXECUTIVE SUMMARY IT service management (ITSM) software-as-a-service (SaaS) solutions have been widely adopted by IT infrastructure and operations (I&O) organisations around the globe to help deliver technology services more efficiently and effectively. This updated market overview offers: 1) details on the ITSM SaaS market players; 2) guidance on both the key ITSM functional and SaaS-specific
Forrester Overview SaaS IT Service Management Tools Read More »
[av_video src=’http://www.youtube.com/watch?v=vBguassbAzo’ format=’16-9′ width=’16’ height=’9′ av_uid=’av-8lyfp’] A humorous jargon-free business explanation of ITIL cycles. ITIL® Explained Simply & Visually describes the five cycles in version 3 of the IT Infrastructure Library by comparing them to a restaurant chain. ITIL is the globally recognized collection of best practices for delivering great IT services. CompuCom has been
ITIL a simple explanation Read More »
These days, you cannot do much without running across some discussion of metrics and measures. It’s not that I think that there’s anything wrong with it, but I do think that it’s a potential point of failure if not done at the right time and properly. In any area where we are concerned about quality,
The Common Sense About Metrics Read More »
Presentation Will Highlight Advantages of Public/ Private Cloud and On-Premise Solutions with Industry Guest Speaker Candice Peacock Milpitas, Calif. | March 25, 2014 — FrontRange, the Hybrid IT software company, today announced it will be participating as both an exhibitor and sponsor in HDI’s 2014 Conference & Expo. FrontRange will be exhibiting at Booth #502
FrontRange to Exhibit Hybrid Service and Client Management Offerings at HDI Conference Read More »
