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Thought Leadership for
IT Service Management Professionals

Phil Hellerman

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7 Steps to Creating Quality Key Performance Indicators (KPIs) - Part 4

Posted by Phil Hellerman

Key Performance Indicators (KPIs) are the telemetry that underpins consistent, high quality service delivery. There are 7 steps to creating good KPIs. In today's final post in this series, Steps #6 and #7.

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Topics: Service Catalog, ITIL Consulting, IT Service Catalog, IT KPI, ITSM Strategy, Employee Self-Service Portal, IT KPIs, Key Performance Indicators, ITIL Strategy



7 Steps to Creating Quality Key Performance Indicators (KPIs) - Part 3

Posted by Phil Hellerman

Key Performance Indicators (KPIs) are the telemetry that underpins consistent, high quality service delivery. There are 7 steps to creating good KPIs. In today's post, Steps #4 and #5.

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Topics: Service Catalog, ITIL Consulting, IT Service Catalog, IT KPI, ITSM Strategy, Employee Self-Service Portal, IT KPIs, Key Performance Indicators, ITIL Strategy



7 Steps to Creating Quality Key Performance Indicators (KPIs) - Part 2

Posted by Phil Hellerman

Success with an IT Service Catalog truly translates into a higher objective – delivering services correctly and consistently to happy customers.  A beautiful Service Catalog or employee self-service portal front door leading to poor, inconsistent services will be a failure, and will make customers even angrier than before given you have raised their expectations – then not delivered. 

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Topics: Service Catalog, IT Service Catalog, IT KPI, Employee Self-Service Portal, IT KPIs, Key Performance Indicators



7 Steps to Creating Quality IT Key Performance Indicators (KPIs)

Posted by Phil Hellerman

Success with an IT Service Catalog truly translates into a higher objective – delivering services correctly and consistently to happy customers.  A beautiful Service Catalog or employee self-service portal front door leading to poor, inconsistent services will be a failure, and will make customers even angrier than before given you have raised their expectations – then not delivered. 

Read More

Topics: Service Catalog, IT Service Catalog, IT KPI, Employee Self-Service Portal, IT KPIs, Key Performance Indicators



Service Catalog vs. Request Portal: 6 Characteristics that Set Them Apart

Posted by Phil Hellerman

Many IT organizations believe their Request Portal is a Service Catalog. While similar, the Service Catalog and Request Portal have completely different functions. The Service Catalog is a strategic vehicle designed as an aggregation of IT components and innovative capabilities giving the business customer the power to solve problems. The Request Portal is a singular, simplified, tactical and transactional tool supporting immediate business needs.

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Topics: Service Catalog, IT Service Catalog, IT Service Management, Request Portal, ITSM Strategy, IT Strategy



IT Cost Transparency: Why the Service Portfolio is a Pre-Requisite for the Service Catalog

Posted by Phil Hellerman

The Service Portfolio is a critical element when IT Organizations have a strategic plan to deliver services identified in the Service Catalog. IT Organizations who truly desire a robust actionable Service Catalog must first define the Services in the Service Portfolio.

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