Blog

Thought Leadership for
IT Service Management Professionals

Is Doing a Service Catalog Worth the Effort? YES!

Posted by Don Casson

The first step to building a customer-centric Service Catalog and maximizing IT value

Historically, IT has had one job: to manage the information technology systems of an organization. Most times, the IT organization of the past set about doing their activities with minimal understanding or direction as to how their efforts supported business goals. But, once the Service Catalog enters the picture, the value of IT can grow exponentially. In fact, the Service Catalog is a key driver behind the transformative change of the forward-thinking IT organizations over the past decade – from delivering discrete technical outcomes to providing end-to-end, complete and beautiful customer services. The services these IT leaders deliver are foundational to the success of the business.

What this means is that your Service Catalog is very important. It is a fundamental element to a value-driven IT enterprise, and the success of your business. And it’s challenging to get it right, but as I discussed in my last post, you must consider the framework for key IT projects as you plan your Service Catalog to lay the groundwork for an effective implementation. This sets you on the path to success.

Now, you’re ready to take the next steps to get your team ready – there are five steps to be more precise.

Read More

Topics: Service Now, ServiceNow, Service Catalog Consultant, ITIL Consulting, IT Service Catalog, IT Service Catalog Workshops, ITSM Strategy, Employee Self-Service Portal, ITIL Strategy, Customer-Centric IT, ServiceNow Partner, Customer-Centric ITSM, Service Portal, Service Catalog Planning



Planning a Service Catalog Project?  Ask These Questions to Succeed

Posted by Don Casson

Framing your IT project with people, process, and technology (culture as well) in mind can help you avoid disaster

It occurred to me not too long ago that one of the most important lessons I learned took place in high school English class. The teacher highlighted the five Ws and one H questions: who, what, where, when, why, and of course, how. These questions are recognized as fundamental for information gathering and problem solving, especially in careers where research is essential, like journalism or police investigations.

Likewise, when planning your Service Catalog project, the right questions when considered against the framework used for key IT projects – people, process, technology…and culture – are critical to the success of your initiative.

Read More

Topics: Service Now, ServiceNow, Service Catalog Consultant, ITIL Consulting, IT Service Catalog, IT Service Catalog Workshops, ITSM Strategy, Employee Self-Service Portal, ITIL Strategy, Customer-Centric IT, ServiceNow Partner, Customer-Centric ITSM, Service Portal, Service Catalog Planning



The Secret to Effective Metrics in Service Asset and Configuration Management

Posted by Don Casson

Align from top to bottom, with customers first: the fifth key to getting it right

Successful Service Asset and Configuration Management (SACM) begins with the customer. As with everything else involved in running a successful enterprise in a data-driven world, having the customer in mind is an important first step. And if you want customers to return, you must achieve efficiency and improve the effectiveness of your technology supporting them.

Read More

Topics: ITIL, IT Asset Management, CMDB Challenges, CMDB Consulting, ITIL Consulting, CMDB, Configuration Management Database, ITIL Process, ITIL Strategy, Configuration Management, Service Asset and Configuration Management, Service Asset, SACM



Follow These Keys for Planning a Simplified Asset and Configuration Management Program

Posted by Don Casson

Start simple, consider your end users, and be flexible in terms of resources and costs

In my last post, I discussed two keys to help you get moving in the right direction for simplifying service asset and configuration management (SACM) – Key 1: Know why it hasn’t worked, and Key 2: Know why you are doing this. Now let’s move beyond the “why” and into the “what” to provide useful tips for the planning and implementation stages.

If you get the process of planning your service asset and configuration management (SACM) program right from the very start, you increase your chances of achieving a successful implementation. There will be roadblocks ahead, but also plenty of good opportunities for lessons learned along your journey. You will have policy, process and technology to design and build, so you should really think things through. And the process may be twice as hard and take twice as long as you may initially think, to get it right. 

Therefore, be sure to start with something important, but manageable – this is the third key to simplified asset and configuration management. Limit the data by beginning with a manageable universe of data points that you can understand and manipulate, with manual intervention when necessary. For asset management, this might be one to three top software licenses, or a class of high value servers. And a focus on one to two high value, tier-1 type services (only ones that really matter) is the best way to structure your configuration management planning efforts.

Next, it’s on to the fourth key: pilot, learn and then apply.

Read More

Topics: ITIL, IT Asset Management, CMDB Challenges, CMDB Consulting, ITIL Consulting, CMDB, Configuration Management Database, ITIL Process, ITIL Strategy, Configuration Management, Service Asset and Configuration Management, Service Asset, SACM



Why Build an Asset and Configuration Management Program?

Posted by Don Casson

Knowing why you care about asset and configuration management is the second key to getting it right.

A key purpose for keeping track of all asset and configuration information is to ensure and maintain delivery of services, which keeps your customers happy. This is the “why” behind your efforts to build an effective configuration and asset management program.

ITIL describes Service Asset and Configuration Management (SACM) like this: “the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets.”

I place emphasis on “deliver services” above because this is the crux of the challenge in effectively and accurately managing your IT assets and configurations.

Read More

Topics: ITIL, IT Asset Management, CMDB Challenges, CMDB Consulting, ITIL Consulting, CMDB, Configuration Management Database, ITIL Process, ITIL Strategy, Configuration Management, Service Asset and Configuration Management, Service Asset



Why Your Asset and Configuration Management Program Is Failing...

Posted by Don Casson

... and three questions to help you avoid getting lost in all the data!

What happens when you build an Asset and Configuration Management program based on ITIL-defined processes? You position yourself to achieve such benefits as cost reduction, improved management of risks and optimized operational efficiencies.

Here’s what happens next: you must figure out on your own how to succeed with these best practices.

In other words, ITIL is good in helping you lay the foundation for an effective configuration and asset management operation, but the part where you must successfully execute it is entirely up to you. Here is where asking the right questions can make a world of difference in the success of your asset and configuration management program.

Read More

Topics: ITIL, IT Asset Management, CMDB Challenges, CMDB Consulting, ITIL Consulting, CMDB, Configuration Management Database, ITIL Process, ITIL Strategy, Configuration Management



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.

Read More

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.

Read More

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



Subscribe

Recent Posts

Posts by Topic

see all