This document describes Partners in IT's approach to IT service management transformation using the GovernIT framework and ServiceNow.com tool. It involves assessing an organization's current ITSM processes, implementing standardized best practice processes using GovernIT documentation mapped to ServiceNow.com configurations, and providing ongoing support services to optimize performance. The partnership between Partners in IT and ServiceNow.com leverages their complementary methodologies and components to deliver successful ITSM transformations.
How to build the business case for Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=321
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
In our webinar following the publication of the AXELOS white paper "An example ITIL-based model for effective Service Integration and Management (SIAM)", the author, SIAM consultant Kevin Holland, described examples of proven concepts and techniques to effectively manage a complex multi-supplier environment.
Kevin also discussed what SIAM is in detail, and how it could be applied in your own organization, as well as providing advice on what works and the pitfalls to avoid.
You can watch the full webinar recording at: www.axelos.com/events-calendar/itil-and-siam-an-example-itil-based-model
In this slide deck, Kevin Holland introduces SIAM (Service Integration and Management), covering its key features and benefits, and how it complements ITIL.
If you do nothing else in your SIAM programme...make sure you do these thingsScopism
Presented by Steve Morgan from Syniad IT at Service North: SIAM Edition, a conference held in Leeds UK on March 30th 2017.
Based upon Steve’s practical experience of implementing complex SIAM operating models, Steve will share his insight and knowledge of the common stumbling blocks in SIAM operating models. Delegates will learn how to overcome these issues to make their SIAM programmes successful.
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
How to build the business case for Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=321
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
In our webinar following the publication of the AXELOS white paper "An example ITIL-based model for effective Service Integration and Management (SIAM)", the author, SIAM consultant Kevin Holland, described examples of proven concepts and techniques to effectively manage a complex multi-supplier environment.
Kevin also discussed what SIAM is in detail, and how it could be applied in your own organization, as well as providing advice on what works and the pitfalls to avoid.
You can watch the full webinar recording at: www.axelos.com/events-calendar/itil-and-siam-an-example-itil-based-model
In this slide deck, Kevin Holland introduces SIAM (Service Integration and Management), covering its key features and benefits, and how it complements ITIL.
If you do nothing else in your SIAM programme...make sure you do these thingsScopism
Presented by Steve Morgan from Syniad IT at Service North: SIAM Edition, a conference held in Leeds UK on March 30th 2017.
Based upon Steve’s practical experience of implementing complex SIAM operating models, Steve will share his insight and knowledge of the common stumbling blocks in SIAM operating models. Delegates will learn how to overcome these issues to make their SIAM programmes successful.
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=308
Former HDI/SDI Head of Consulting, Barclay Rae speaks about the key factors organizations should consider when planning an ITSM tool upgrade. This video is essential viewing for an organization that is considering or will have to go through an upgrade with their current ITSM tool. Upgrade for some is a necessary evil but in reality it presents some serious opportunity for rapid change.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here
https://flevy.com/browse/business-document/itil-process-assessment--service-strategy-xls-3666
DOCUMENT DESCRIPTION
This Excel spreadsheet system with approx. 300 Questions allows you to conduct a Assessment of ITIL v3 Service Strategy processes:
1 Strategy Management for IT Services
2 Service Portfolio Management
3 Financial Management for IT Services
4 Demand Management
5 Business Relationship Management
Assessment highlights areas that require particular attention and gives you idea on process maturity. It can also be used as a benchmarking mechanism and a boost in creating continual improvement culture for your ITSM / ITIL processes.
The assessment is based on Process maturity framework (PMF), (as recommended in ITIL Service Design book). Maturity rating levels are:
Level 1: Initial
Level 2: Repeatable
Level 3: Defined
(Level 3 +: Deployed )
Level 4: Managed
Level 5: Optimizing
The use of the PMF in the assessment of service management processes relies on an appreciation of the IT organization growth model. At the process level, assessment covered following groups of questions regarding process attributes to establish process maturity:
1. Process performance (outcomes achieved)
2. Performance Management ( activities performed)
3. Work product management ( inputs/outputs)
4. Process Definition ( roles documentation)
5. Process deployment( accepted, performed)
6. Process Measurement
7. Process control
8. Process innovation
9. Process optimisation
Implementing SIAM framework or providing it? Want to manage ITIL processes in multi-customer/vendor environments? Want to easily connect your ITSM tool and processes? Learn more about the World's First SaaS Solution for Service Integration.
P.S. we can set-up end-to-end ITSM tool integration in one day. And vendor-to-vendor integrations are build-in as well...
Integrating Service Catalog with the Business - Rapid and Relevant SLAsAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=298
Business and customer buy-in is essential for a successful Service Catalog so it is therefore important to ensure it is integrated with the business for maximum ROI. This video discusses how to get the most out of having a service catalog.
This presentation focuses on the Service Design Phase. There are seven processes in this phase: Service Catalog and Service Level Management, and Availability, Capacity, Continuity, and Security Management. For each process we will discuss the objectives, benefits, and, at a high level, the activities undertaken. Finally we will look at the inputs to Service Design and the outputs that can be expected from this phase.
Learning Objectives
The participants will be able to:
• Identify the key differences and similarities between ITILV2 & ITILV3
• Not only get a better understanding of the processes in the Service Design Phase of ITILV3 but also the underlying activities
• Define the inputs and outputs for this phase and how they relate to the full service life cycle
• Identify key action points after the presentation for their respective organizations
The Tipu approach to ITSM improvement, what ITIL calls CSI.
Tipu says we are doing CSI wrong.
An ITIL process is not a unit of work.
And we need to relax our CSI approach and accept a little risk. CSI can't be done as a formal project(s).
Find out more at http://www.basicsm.com/tipu
How to optimize IT for future business needsAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=281
Sharon Taylor, the Chief Architect of ITIL® V3 discusses how strategically focused IT service management can be used to drive value for the business. The focus is changing from IT powering the business to IT driving the business forward.
This video focuses on how IT and the business can move together as one. You will learn how ITSM can address the delivery of value-driven services through operational efficiency, service optimization and transformation with market time agility.
Philip Hearsum - Introducing ITIL 4 - AID2019ALVAO
Philip Hearsum je přesvědčeným zastáncem ITSM obecně a ITILu obzvlášť. Už v době, kdy působil na rozličných pozicích v komerční a státní správě, se aktivně podílel na přípravě ITILu 2011. Od roku 2013 pracuje pro AXELOS, kde má na starosti celý ITIL.
Patří tak k hlavním architektům připravované verze ITIL 4.
In these slides accompanying an AXELOS webinar in March 2015, Sharon Mossman of Newcastle University discusses their journey through ITIL adoption.
You can read the full case study at: www.axelos.com/case-studies-and-white-papers/newcastle-university-it-service
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=308
Former HDI/SDI Head of Consulting, Barclay Rae speaks about the key factors organizations should consider when planning an ITSM tool upgrade. This video is essential viewing for an organization that is considering or will have to go through an upgrade with their current ITSM tool. Upgrade for some is a necessary evil but in reality it presents some serious opportunity for rapid change.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here
https://flevy.com/browse/business-document/itil-process-assessment--service-strategy-xls-3666
DOCUMENT DESCRIPTION
This Excel spreadsheet system with approx. 300 Questions allows you to conduct a Assessment of ITIL v3 Service Strategy processes:
1 Strategy Management for IT Services
2 Service Portfolio Management
3 Financial Management for IT Services
4 Demand Management
5 Business Relationship Management
Assessment highlights areas that require particular attention and gives you idea on process maturity. It can also be used as a benchmarking mechanism and a boost in creating continual improvement culture for your ITSM / ITIL processes.
The assessment is based on Process maturity framework (PMF), (as recommended in ITIL Service Design book). Maturity rating levels are:
Level 1: Initial
Level 2: Repeatable
Level 3: Defined
(Level 3 +: Deployed )
Level 4: Managed
Level 5: Optimizing
The use of the PMF in the assessment of service management processes relies on an appreciation of the IT organization growth model. At the process level, assessment covered following groups of questions regarding process attributes to establish process maturity:
1. Process performance (outcomes achieved)
2. Performance Management ( activities performed)
3. Work product management ( inputs/outputs)
4. Process Definition ( roles documentation)
5. Process deployment( accepted, performed)
6. Process Measurement
7. Process control
8. Process innovation
9. Process optimisation
Implementing SIAM framework or providing it? Want to manage ITIL processes in multi-customer/vendor environments? Want to easily connect your ITSM tool and processes? Learn more about the World's First SaaS Solution for Service Integration.
P.S. we can set-up end-to-end ITSM tool integration in one day. And vendor-to-vendor integrations are build-in as well...
Integrating Service Catalog with the Business - Rapid and Relevant SLAsAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=298
Business and customer buy-in is essential for a successful Service Catalog so it is therefore important to ensure it is integrated with the business for maximum ROI. This video discusses how to get the most out of having a service catalog.
This presentation focuses on the Service Design Phase. There are seven processes in this phase: Service Catalog and Service Level Management, and Availability, Capacity, Continuity, and Security Management. For each process we will discuss the objectives, benefits, and, at a high level, the activities undertaken. Finally we will look at the inputs to Service Design and the outputs that can be expected from this phase.
Learning Objectives
The participants will be able to:
• Identify the key differences and similarities between ITILV2 & ITILV3
• Not only get a better understanding of the processes in the Service Design Phase of ITILV3 but also the underlying activities
• Define the inputs and outputs for this phase and how they relate to the full service life cycle
• Identify key action points after the presentation for their respective organizations
The Tipu approach to ITSM improvement, what ITIL calls CSI.
Tipu says we are doing CSI wrong.
An ITIL process is not a unit of work.
And we need to relax our CSI approach and accept a little risk. CSI can't be done as a formal project(s).
Find out more at http://www.basicsm.com/tipu
How to optimize IT for future business needsAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=281
Sharon Taylor, the Chief Architect of ITIL® V3 discusses how strategically focused IT service management can be used to drive value for the business. The focus is changing from IT powering the business to IT driving the business forward.
This video focuses on how IT and the business can move together as one. You will learn how ITSM can address the delivery of value-driven services through operational efficiency, service optimization and transformation with market time agility.
Philip Hearsum - Introducing ITIL 4 - AID2019ALVAO
Philip Hearsum je přesvědčeným zastáncem ITSM obecně a ITILu obzvlášť. Už v době, kdy působil na rozličných pozicích v komerční a státní správě, se aktivně podílel na přípravě ITILu 2011. Od roku 2013 pracuje pro AXELOS, kde má na starosti celý ITIL.
Patří tak k hlavním architektům připravované verze ITIL 4.
In these slides accompanying an AXELOS webinar in March 2015, Sharon Mossman of Newcastle University discusses their journey through ITIL adoption.
You can read the full case study at: www.axelos.com/case-studies-and-white-papers/newcastle-university-it-service
The Fundamentals Of BPM Innovation In TelecommunicationsNathaniel Palmer
Review the fundamentals of embracing BPM in the telecommunications industry. This session will identify goals, obstacles, strategies, and the rewards of embracing BPM. Examples from KT Freetel Co. Ltd., Korea’s
second largest mobile communications company are highlighted throughout the presentation.
The Fundamentals Of BPM Innovation In Telecommunications
Govern IT
1. IT Service Management Transformation ServicesUtilising the GovernIT frameworkand Service-now.com
2. Agenda Introduction to the TransformIT Methodology Overview of the ‘GovernIT’ Framework GovernIT and Service-now.com Benefits of GovernIT Benefits of the Partners in IT/Service-Now.com Partnership
3. Summary Work with the IT organisations within large businesses to deliver cost savings and service improvements via a combination of technologies, ITIL based processes and organisational change. Project Services, Managed Support Services, Technology Sales 35 Staff Bracknell, Berkshire
4. Partners in IT Approach Creating Certainty Maximise Value Deliver Outcomes
19. BI, Fully Integrated End to End SO, Centralised CMDB Partner Best Practice Service Organisation SLM, Service Impact Management, KPI Reporting Trust BSM/ Service Management Problem Configuration & User Experience Customer Relationship Style Respect Application Operation/ Service Delivery Incident, Change & Event Mgt ++ Commodity Cost/User/Application IT/Service Operations Event/Procedural Business/Innovation Service/Process Application/Complex Operational Development Stage
32. ITSM Processes Best practice ITSM process documentation 4 Levels of process detail Top level view, process flows, procedure flows & work instructions Hotspot clicking and navigation aids for accessing levels of detail Pan and zoom for process and procedure viewing
33. ITSM Processes Based on a decade of ITSM experience 80% of company IT processes are very similar Avoids reinventing the wheel Quickly achieve fully documented processes to Admin portal for making changes or loading customer written processes
34. Links to Documentation Role definitions Process overviews Process ‘manual’ print facility Policy (or other ITSM related) documents Glossary Release notes Help facility
35. Service-now.com Tool Configuration Best practice starting point process configuration set for the tool ITIL recommended process enforcement Prebuilt ITIL aligned business logic and Roles Best practice built into forms and field values Documented configuration A wealth of implementation collateral, Workshop documents,Project plans etc.
36. Service-Now.com Integration Access via GovernIT Application & Module Links to GovernIT specific processes from relevant Forms Process information & work instructions viewable as you work in the tool Tool ConfigSupports and Enforces the Processes
37. Benefits of Gartner: “Service-now.com lacks an implementation services methodology for complex process guidance” Gives Service-now.com what Gartner says is missing! ONE ITSM tool and documentation portal repository Ideal training platform Focal point for audit Fast-track process led implementation approach Tool config aligned to process support & enforcement Context specific access to process documentation from within the tool
49. Review Introduction to the TransformIT Methodology Overview of the ‘GovernIT’ Framework GovernIT and Service-Now.com Benefits of GovernIT Benefits of the Partners in IT / Service-Now.com Partnership