Service Matters! ITSM & IT Management

It gives me great pleasure to introduce Ashish Birla who has joined us as a Lead Consultant in Infrastructure and Service Management transformation practice. He brings with him more than 13 years of rich and extensive experience in the field of IT Infrastructure and Service Management transformation, with many Fortune 500 clients in US and India. And now without further ado, his blog - SaaS, is it a transitional term?

Ever wondered if SaaS (Software as a Service), is a transitional term. You will be pardoned for raising an eyebrow, since it’s a “term” which has entered in the IT arena very recently, and I am talking about it becoming obsolete already.

Well, let’s talk about other “Services”. What terminology are you likely to use, “Transportation” or “Transportation as a Service”; “Hospitality” or “Hospitality as a Service”; “Consulting” or “Consulting as a Service”? As soon as you as you answer this question, you probably have understood why “SaaS” is a transitional term.

Continue reading "SaaS - Is it a transitional term?" »

Posted by Adarsh Kumar at 05:42 AM | Permalink | Comments (3) | TrackBacks (0)

Author: Satsang Randhelia 

Recently I bought a Trek 4500 MTB. As I saw it being put together I couldn’t help but draw a parallel with how we assist our clients implement service management tools. The mechanic started with fitting the basic parts like tyres, pedals, and handle bar etc on the frame, he then adjusted the brake wires, derailleur and the saddle post for my safe and comfortable riding. (Likewise we put together the available modules of the ITSM tool and use their features to support the client’s business requirements. We call it tool configuration). Since I planned to ride mostly on the road, the mechanic suggested replacing the default thick tyres with thinner slick tyres. (Likewise we suggest code modifications in existing modules of the ITSM tools. We call it tool customization)

Continue reading "Configuration and Customization: Enemies or Brothers in Arms?" »

Posted by Guest Author at 12:31 PM | Permalink | Comments (3) | TrackBacks (0)

So you wish to implement an ITSM tool? You are faced with the configure-or-customize decision. You've heard a lot of customization horror stories and are leaning in the other direction. Hang on! Before you throw out the baby with the bath water here is some food for thought by our new blogger, Satsang Randhelia.
 
Satsang has rich and diverse experience in the IT industry spanning across ITSM Consulting, Tools Implementation and Application Development. He has worked directly with the top management of international clients to understand their IT service related business problems. He has made recommendations on process design, governance and tools implementation resulting in IT service quality improvements and IT cost reductions.
 
Satsang is a certified ITIL Practitioner and now specializes in Service Transition, Service Integration and Multisouring. A marathon runner and an avid sportsperson, Satsang kicks off his blogging journey with a hotly debated topic in the ITSM Tools implementation world...

Posted by Bruno Calver at 08:53 AM | Permalink | Comments (1) | TrackBacks (0)