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IT Service Management Professionals

IT Service Catalog vs. Request Portal: What Sets them Apart? (Part 4)

Posted by Don Casson

(This is the last in a series - click here for Part 1, Part 2 and Part 3).

Services defined in the Service Catalog are considered Configuration Items (CI). Subsequently, any changes that are made to a service CI require a change record and review via the organizations standard change processes.

Requests are not defined as Configuration Items and are not controlled by Change Management. Modifications to any request need not be reviewed as a part of the change process.

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Topics: Service Catalog, Service Management, IT Service Catalog, IT Service Management, IT Cost Transparency, Request Portal, ITSM Strategy, IT Strategy, IT Alignment



IT Service Catalog vs. Request Portal: What Sets them Apart? (Part 3)

Posted by Don Casson

(This is the third part in a series - click here for Part 1 and Part 2).

The ITIL framework clearly differentiates the stages in which the Service Portfolio, Service Catalog and Request Portal operate.

The Service Portfolio is aligned with Service Strategy. The Service Catalog aligns with the Service Design stage. And Request Fulfillment aligns with Service Ops.

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Topics: Service Catalog, Service Management, IT Service Catalog, IT Service Management, IT Cost Transparency, Request Portal, ITSM Strategy, IT Strategy, IT Alignment



IT Service Catalog vs. Request Portal: What Sets Them Apart? (Part 2)

Posted by Don Casson

(This is the second part in a series - click here for Part 1).

The Service Portfolio is the source of the components for the service defined in the Service Catalog. As example, I like to say that the Service Portfolio is like a box of Legos. It contains all the components IT has under management. These components can be put together (i.e., aggregated) to form a service.

Requests are typically simple, single actions in nature and are not generally combined together.

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Topics: Service Catalog, Service Management, IT Service Catalog, IT Service Management, IT Cost Transparency, Request Portal, ITSM Strategy, IT Strategy, IT Alignment



IT Service Catalog vs. Request Portal: What Sets them Apart?

Posted by Don Casson

The Service Catalog is not a Request Portal. The terms are often used interchangeably due to lack of knowledge, which can cause confusion for IT and IT's customers.

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Topics: Service Catalog, Service Management, IT Service Catalog, IT Service Management, IT Cost Transparency, Request Portal, ITSM Strategy, IT Strategy, IT Alignment



The Future of IT Service Brokerage is Here

Posted by Stephanie Nicoll

This is part two of a two-part series. Read part one here.

Achieving IT Cost Visibility

Cost visibility is the single starting point and the most important determining success factor for IT organizations operating in the new world of technology business management. Cost visibility means understanding all cost components that go in to delivering a solution or service – hardware, software, network costs, infrastructure, facilities, and the personnel that manage, deliver, and support these solutions. Additionally, cost composition will vary based on how and where technology is delivered, and how and to what extent it is consumed.

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Topics: ITSM, IT as a Service, TBM, Technology Business Management, IT Cost Transparency, Apptio, Shadow IT



IT as a Service: The Future of IT Service Brokerage is Here

Posted by Stephanie Nicoll

Enterprise IT organizations can no longer think of themselves as technology managers and consultants

The information technology profession is going through a fundamental change in purpose. Until recently, IT groups acted as technology gatekeepers, evaluating and selecting products and services for use in the enterprise, with some input from customers. This IT paradigm is shifting, and customers are beginning to make technology decisions on their own.

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Topics: IT as a Service, TBM, Technology Business Management, IT Cost Transparency, Apptio



IT Cost Transparency: The Top 3 Advantages (of the Top 10!)

Posted by Jason Whitesides

Top 3 of this Top 10: The Advantages of IT Cost Transparency

I recently saw this article, 10 Advantages of IT Cost Transparency

Here are my top 3 of the top 10!

The first that struck a chord was to "replace Assumptions with Facts." I have been in many meetings where important decisions are made based on assumptions. Sometimes these assumptions are good, and other times they can drive an organization to make sweeping changes simply based on one or two of the most recent data points. Having systems available to provide IT with key data, where questions can be answered, where research can occur quickly and where cost is demystified allows people to make much better decisions. The truth is those decisions are being made right now – they are being made anyway – think about how much better your organization could be if the decisions were based in facts.


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Topics: TBM, Technology Business Management, Cost Transparency, IT Cost Transparency, IT Spending, IT Data, IT Spend, IT Costs



Technology Business Management - The First Two Steps

Posted by Jason Whitesides

"It's becoming critical, Captain! We can't handle it!" is a line uttered by the fictional "Scotty," Chief Engineer of the Star Trek series. The relationship between the Captain and the Chief Engineer, while often parodied, illustrates a point. Against all odds, and physics itself, the Captain expected that Engineering could allow them to escape or overcome the challenge. Likewise, IT leaders are often approached with similar requests to save the day, or to do the same thing or more with fewer resources. Unable to boil down the complexities of running IT into terms and understanding for business leaders who don't understand all the details, IT leaders may not be able to escape certain destruction.

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Topics: TBM, Technology Business Management, Cost Transparency, IT Cost Transparency, IT Spending, TBM Council, IT Spend



IT Cost Transparency - Who Cares About It? YOU Should!

Posted by Jason Whitesides

"Is everything that IT is doing free?" This may sound like a stupid question; however, unless we do a better job of communicating the costs, compliance issues and details of what we are doing, IT is often treated like an unlimited resource. In today's world of BYOD, shadow IT and a technology spend that is growing outside of IT to levels where it is either competing with or surpassing the spend on technology inside IT, it is apparent that something has gone wrong.

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Topics: Service Catalog, Service Portfolio, Service Catalog Consulting, TBM, Technology Business Management, Cost Transparency, IT Cost Transparency



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