It’s not a news flash anymore that the corporate market is characterised by consumerization and exponential growth of data volumes, business applications and devices as new technologies become more commonly adopted.
Mobile and other versatile ways of working are also reflecting to the requirements of Enterprise Service Management – keywords are reliability, flexibility and automation.
Digitalization is the key element when building reliable, flexible and automated Enterprise Service Management with superior end-user experience.
Objective of digitalization is that manual tasks are automated and along the way, processes are streamlined and efficiency and cost savings are gained. We already have robots doing dull or dangerous tasks and we are also able to utilize expensive human resource in the most valuable parts of the business processes.
Continue reading Delivering business support services in digital era – My users are driving Teslas – All I need to deliver is the electricity?
Take a heap of child-like wonder
That opens up our eyes
To the unexpected gifts in life—
Each day a sweet surprise.
Mix in fond appreciation
For the people whom we know;
Like festive Christmas candles,
Each one has a special glow.
Add some giggles and some laughter,
A dash of Christmas food,
(Amazing how a piece of pie
Improves our attitude!)
Stir it all with human kindness;
Wrap it up in love and peace,
Decorate with optimism, and
Our joy will never cease.
If we use this healthy recipe,
We know we will remember
To be in the Christmas spirit,
Even when it’s not December.
Poem by Joanna Fuchs
We had a pleasure hosting pre-dinner drinks session for Back2ITSM Christmas Meet up on Monday night 7th December at Heron Tower, London. Evening was full of laughter, fun and Christmas Spirit. We even had the Santa Claus himself visiting us and sharing some “Suomi” chocolate.
We want to thank all our guests for the wonderful evening and wish everyone Merry Christmas and Happy Holiday Season!
ITSM15 program in London this year is probably better than ever! Lots of interesting topics, presentations, presenters and as always, some partying and networking, too. We are super-excited to meet up with you!
We have scheduled the World’s first SaaS solution for Service Integration live demonstrations!
Welcome to our stand E2 on MON 11:00, 13:30, 16:00 and TUE 11:30, 13:30 to see the Demos!
You really need to see this if any of the following complies:
– you have outsourced your it services
– you are running multi-vendor or customer environment
– you have your own ITSM tool (BMC, ServiceNow, HP, CA, Cherwell, Topdesk, Jira etc.)
– you want to integrate your ITSM tool & processes with your service vendors (MSP’s)
– you are looking for better control, transparency and flexibility on your outsourced services
– you want to enable SIAM model
We look forward to meet you there!
You can also leave your contact information thru our website for a demo.
Toby Moore is a young and vibrant ITSM professional with a surprisingly wide range of experiences. Toby is now the newly appointed Community Manager for AXELOS, running and developing all the community initiatives for ITIL, PPM and RESILA professionals around the world. Before that Toby was the Event Manager for SITS, the largest European event for ITSM, and a Service Desk Manager for global private education provider. Toby is also a popular industry speaker and writer, with his work featuring in ServiceTalk, SupportWorld, and ServiceDesk360.
CSI (Continual Service Improvement) is fast becoming one of the most important ITIL® process in today’s IT department.
Learning to analyse your strengths and weaknesses in your services; then quickly identifying what other processes you need to call on to help make improvements is the key to quicker, easier and simpler change. In this article I will explain to you my 5 favourite tips for bringing about better improvements in your IT services.
1. Set your objectives and make them stick
Most of us will be guilty of setting ourselves goals, which we never reach. Most of the time this comes down to either creating too many goals, setting our sights too high, or perhaps taking too much of a ‘scatter gun’ approach to choosing which objectives work on. Continue reading 5 ways to simplify your approach to CSI
In his blog post about customer centricity Ivor Macfarlane attempts to pinpoint the common problems why service integrations fail. The problem is, as with any business transaction – how do we give customers the solution that they need?
The solution is seemingly quite simple – the customers need to be involved and listened to when their project is tailored. This is of course easier said than done and Ivor points out numerous pitfalls explaining why so many integration projects fail. Continue reading Focus on what matters
Last Thursday October 1st we had an excellent SIAM networking event and the office opening at the Heron Tower in London. Thank you to our guest speaker James Finister and all our guests for spending a wonderful night with us!
If you were not able to attend please give Christopher Newcombe a call (+44 7534 273 760) or send him email (email@example.com) to have a cup of coffee at our office.
We are also on Twitter and LinkedIn so please stay tuned!
In 23 years working for the UK government, Ivor Macfarlane moved from forestry to ITSM via prisons, warehousing and training. In 1999 he became an ITSM consultant and trainer. He was an author for ITIL (versions 1, 2 & 3), ISO20000 and ITSM library and an ITIL examiner since 1991. An active contributor to social media and blogs, he is well known at ITSM events and has presented around the world (40 countries so far and on every continent except Antarctica).
Who is your customer?
We are told to become ‘customer centric’ – to see the services we provide from the customer’s perspective. I’ve been hearing – and saying – this for so many years now you might think we are all now 100 % customer-centric. But that turns out to be a lot harder than just wanting to be – especially for dyed-in-the-wool IT folks.
The term is usually spelt wrongly – as “customer’s perspective” instead of ‘customers’ perspectives”. In a company’s financial support service, the sales team enter new orders, financial support create reports, budget holders check progress and so on and we have admin staff overseeing it, archiving records and backing up data. Which is the customer to centre this service around? Beware of ‘Loudest Stakeholder Syndrome’ where the service gets centred on whoever shouts loudest if it isn’t perfect for them? Realise that if the front line sales team can’t enter orders then sales drop; if the CFO can’t see their dashboard it instantly annoys them and you will know about it. Deciding logically which matters most isn’t so hard, actually focusing the service on them might be harder, and possibly career limiting. Continue reading The customer centric conundrum
Let’s face it, getting everything right the first time is not easy, especially when dealing with complex settings like multi-vendor SIAM rollouts.
Who hasn’t been there – the production rollout deadline is closing in and the amount of known issues and things not considered in the planning phase are piling up. Time to make that unpleasant choice: roll out and live with the consequences or postpone and hope to fix at least some of them. Because once it’s out there, it cannot be touched. Neither sounds very tempting, does it?
What if there was an alternative?
Continue reading Agile Service Integrations – For Real?
Service Flow has brought a concept of conversation to ITSM integrations.
Conversation is an overview of a single tickets lifecycle between all connected endpoints. This view helps the administrators to rapidly see how, when and by whom the ticket has been updated.
Usually when integration is built, it is mainly developed to relay messages. That means that mappings and translations can only be done with the information that the updated message includes at the time. With conversation attribute we at Service Flow bring “a memory” to your integration.
Continue reading Inside Service Flow SaaS – Conversation attribute – What is it?