London School of Economics ITSM Process Transformation
LSE’s core ITSM processes underwent a PinkScan™ – an independent, objective assessment of ITSM process maturity (as compared to ITIL™ best practices) that provides a baseline to enable future improvements.
Financial Management and IT Services
IT Services are usually viewed as critical to the business or organisation. The increases in user numbers, demands for new technologies and complexities of client-server systems have frequently caused IT Services costs to grow faster than other costs…. read more
Capacity Management Process
The inputs There are a number of sources of information that are relevant to the Capacity Management process. Some of these are as follows: The image above shows the inputs to, the sub-processes within and the outputs from… read more
Escalation Management
Escalation management Escalation management is used everywhere in IT Service Management and is also part of ITIL recommendations for organisations. Escalation processes can ensure that unresolved problems don’t hang around and issues are dealt with promptly. Telephone pick-up times In… read more
Service Level Management (SLM)
Why Service Level Management? IT Service Level Management (SLM) is essential in any organization so that the level of IT Service needed to support the business can be determined, and monitoring can be initiated to identify whether the… read more
ITIL Service Strategy
The purpose of the Service Strategy stage of the Service Lifecycle is to define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organisation’s business outcomes. By adopting… read more
Service Operation
Key Components of Service Operation Service Operation encompasses the processes, functions, organisation, and tools necessary to ensure the seamless delivery and support of IT services. These components include: Benefits of Service Operation and Continual Improvement Adopting best practices… read more
Implementing an ITSM Tool
Implementing an ITSM Tool: More Than Just Buying Software Implementing an IT Service Management (ITSM) tool involves more than purchasing software off the shelf or subscribing to a SaaS solution. Before investing in an ITSM tool, it’s essential… read more
What Is IT Service Management?
Most organisations today are completely dependent on IT to enable them to achieve their company vision, business strategy and goals. Organisations use IT to: The quality of an organisation’s IT Services is reflected in its reputation and brand,… read more
ITIL Service Design Principles
ITIL Service Design IT Service Design is a part of the overall business change process. This business change process and the role of IT are illustrated in the figure below One accurate information has been obtained on what… read more