Service Level Management
Introduction Service Level Management is one of Service Design processes. The fact should be enough to say that it’s one of most important processes, and indeed it’s. According to us it’s of crucial importance for two business aspects namely customer satisfaction and financial effectiveness of the...
Preparing to Implementation of Knowledge Management in IT Operations
Introduction In this article we would like to cover key success and risk factors that should be considered while preparing to implementation of Knowledge Management (KM) in IT Operations. At EvergoPartners we think that there are three areas that should be thoroughly analyzed and planned before...
Significance of CMS/CMDB’s for IT Operations
Introduction Let’s start again with some theory by referring to ITIL first. The Configuration Management System (CMS) and Configuration Management Databases (CMDBs) are the definitions used in the ITIL Service Asset and Configuration Management. The ITIL defines the Configuration Management System (CMS) as a set of tools and data...
Implementing IT Service Catalogue
Introduction ITIL defines Service Catalogue as a database or structured document with information about all live services, including those available for deployment. The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services....
Role of CIO in business transformation
CIO’s role has become one of the most important catalysts of change within every company. With great responsibility for collaboration with all organizational units within the company CIO’s have a lot to focus on. In this article, we look at some key factors that enable...
How to implement ITSM Platform successfully
Implementing ITSM platform successfully should lead to clear understanding of all processes among all stakeholders. There are many benefits of success but the question is: how do you get there? How to deliver value to...
The Concise Explanation of ITIL
ITIL is an IT Service Management Framework that is known for its comprehensive volumes. The books associated with the framework comprise thousands of pages of text. Just understanding the basics can take whole books. This guide is a concise and simplified overview of the framework. What...
Adressing people issues for successful service and process transformation
ITIL transformations are necessary to close the gap to your competitors as well as to position your organization ahead of the pack. Successful transformations require strong leadership focus on behavioral aspects of the change. Focus on the “people issues” ensures the most successfulorganizational changes. Fostering collaboration and building capabilities among...
Proactive operations – how to shift from reactive to proactive operations
Introduction One of the biggest challenges at most IT organizations is to transform itself from reactive to proactive operations model. ITIL framework provides the maturity levels for all processes or functions which in large part help to decipher whether you run the reactive or proactive IT...
How to use “simple” maturity model to evaluate your organization’s maturity
Introduction ITIL or Information Technology Infrastructure Library is the most widely accepted industry standard. ITIL provides the most comprehensive set of Best Practices for IT Service Management. Some of the core best practices focus on Service Strategy, Design, Transition, Support and Continual Improvement. It is critical...