Category Archive: ITSM

Seven Tips for Leading a Successful IT Service Management Transformation


Leading a successful change in the organization needs a new mindset first rather than new processes, tools and people.
What are the various tactics which can be used to lead and manage a successful transformation?

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Resolution vs. Restoration in Incident Management


Find out the basic difference between Resolution and Restoration with a real life IT scenario!

Repair, Resolution, Recovery and Restoration – A recipe of confusion in Incident Management?


Related terms can be tricky especially when people use them interchangeably. Four such terms commonly used in Incident Management context have a very different significance yet we get confused often. Here is all of them explained in detail.

How critical the “Critical Success Factors” are in CSI?


While the utmost focus given in measuring the right KPIs to make and sustain the improvements, most of the times measurements and metrics are not in the best interest of business or customers.
The simple fix to this mismatched expectation is understanding the Critical Success Factors and linking KPIs to CSFs.

Knowledge Management – What is in it for me?


The key question “What is in it for me?” must be answered to all stakeholders in order to gain their trust and confidence for Knowledge Management. It is essential to help the stakeholders understand the continual value that can be achieved with a holistic knowledge management system.

Find out what are the 3 key benefits of Knowledge Management.

Implementing DevOps – What Did I Miss?


Believe it or not, DevOps is a lot more than new tools, technology and skills. While implementing DevOps, one has to be cautious that it integrates very well within the culture of the organization.

Likewise, there are few more things which can be easily slipped in this movement. Have a look at few of them!

Knowledge Beyond the Knowledge Management – The Top 5 Challenges


The aim of Knowledge Management is to ensure the right knowledge, in the right place, at the right time so that it can be used effectively while making a decision. While organizations are on their way to convert their KM strategies to ground realities, what are the challenges they experience?

Here is a list of top five such challenges organizations face across the globe.

[Infographics] Evolution of ITIL – A Brief History


ITIL – a set of guidance developed by OGC, UK has an interesting history or even sometimes mystery! How it got started and what milestones were achieved in the journey of 24 years ITIL history is worth having a look by this cool infographics.

ITIL Qualification Scheme Explained


ITIL Certification Path explained by simple visuals along with the credit system and exam format.

Basics of RACI in 5 minutes!


RACI is a great tool to identify roles within an organization. This can be successfully used when there is role confusion within the company which may lead to unproductive work culture. Here is a simple explanation of RACI.

ITIL Explained By a Simple Analogy of Restaurant [video]


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 for Non-IT: 4 Key Business Lines Where ITIL is Emerging


ITIL is emerging to the ‘Non-IT’ areas because of its robustness and proven value creation. What are the lines of business which can leverage this powerful ITSM framework?