Service Matters! ITSM & IT Management

-          Subbarao Chaganty, Senior Consultant, Infosys

Paying my sincere respects to William Shakespeare for his most famous phrase “To be or not to be”  from Hamlet, I took the liberty of reconstructing this phrase to lead us to an important topic.

I’ve come across quality and process improvement methodologies like Six Sigma, CMMI and so on, where you would have to dig deeper to better understand the philosophy and the methodology of the framework. However when we come to Lean it’s as self explanatory as it can get for a powerful methodology that it represents. Kudos also to Toyota for developing and promoting this philosophy  in their manufacturing plants to become one of the most popular auto-makers in the world and on top of that keeping it as simple as possible.

Continue reading "To Lean or not to Lean" »

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Posted by Subbarao Chaganty

Lean has been a successful process improvement methodology adopted across the manufacturing domain that identifies avenues for reducing expenditure through the elimination of waste. I was involved in a transformational initiative at a financial services firm that enabled us to leverage the Lean waste reduction principles in the day-to-day IT Service Management operations.

Event Management received its deserved recognition in ITIL V3 and has branched out as a well defined support area within the “Service Operations” phase of the lifecycle. A few of the critical areas of Event Management that we dealt with were Event Notification, Event Detection, Event Filtering, Event Co-relation and  Event Response.

Continue reading "Application of Lean Principles in IT Service Management" »

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Posted by Ravindran A Varier 

As Bruno rightly suggests in his latest blog, companies are nowadays having this big question in their minds – ‘What next?’

This question is prevalent even in the minds of those companies and Organizations who have taken pains to undergo ITIL v3 readiness, ITIL benchmarking and assessment in their respective Organization. And one possible answer that seems to be emerging is – A continued audit of their ITSM process.

Continue reading "ITIL Audit - Benchmarking Vs Climbing the Bench" »

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Continue reading "Get to the center of the Business- IT Universe!" »

Posted by Ramshankar Ramdattan at 02:55 AM | Permalink | Comments (0) | TrackBacks (0)

Infrastructure management is a reasonably well established discipline, demonstrated by the fact that we now have version 3 of the pretty much unchallenged IT Infrastructure Library (ITIL) best practice framework.  Many companies have implemented the key support processes that enable them to manage the production environment in a structured and predictable way. In most cases there will be room for building on this foundation or intermediate IT Service Management (ITSM) platform. The thing that many IT managers and CIOs will have in their mind, however, is the diminishing return of further investment in this area.

So, what next?  Increasingly I see organizations, especially those with mature production ITSM processes, showing an interest in their pre-production operations covering development, test and assurance functions.

Continue reading "The next big ITSM evolution - A pre-production environments service" »

Posted by Bruno Calver at 02:46 PM | Permalink | Comments (0) | TrackBacks (0)