How Bupa used a pantomime to explain service management
Bupa's operational services manager, Janet Holling, reveals the successes and failures during a large-scale ITSM deployment.
Bupa's operational services manager, Janet Holling, reveals the successes and failures during a large-scale ITSM deployment.
Before getting anywhere close to discussing the concept of service level agreements (SLAs) in IT service management (ITSM), there is one time-worn debate to straighten out.
Cloud-based software for the IT help desk turns out to be useful in departments outside of IT, too.
The value of implementing an IT service management (ITSM) program is clear. Leveraging good processes in the enterprise IT environment to manage and measure incidents, problems, changes, service levels and risks is an almost ubiquitous objective of internal and external organisations providing IT to the business.
Mapping technologies to key business processes helps IT group prioritize fixes when problems occur.
Social interfaces are changing the very nature of IT service management, with internal toolsets and icon-driven service platforms helping users and IT departments manage the extended enterprise.
"Cloud-based" might be the most overused marketing term of 2012. Vendors of all stripes seem to believe an edict has been handed down to enterprise IT management who now want all cloud all the time.
Monash University has reduced the number of its IT teams from more than 50 to just one after consolidating IT service requests as part of a broader transformation program.
CIOs must start to think about integrating social media into their service desks as the technology becomes ubiquitous in everyday life, according to analyst firm, Ovum.