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GR8 Service Management

All Things IT Service Management. We publish all thing IT service management related.

ITSM for the Cloud

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Is ITSM relevant in the modern IT department? I have heard many people say ITIL® is out of date and no longer relevant. We have new frameworks like DevOps, Agile and the like. This not a comparison or a competition with other frameworks. The question we want to explore in this article is; Is ITIL® still relevant for the Future IT department? To answer this question we must have a picture of what the Future IT department will be like. To do that we are going to look back and see the trends that h...
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What is the Real Purpose of Service Level Agreements

What is the Real Purpose of Service Level Agreements
I posed this question the other day to a colleague. With a sort of a blank look I got a response like to have better service levels. I then proceeded to have a discussion about the value of Service Level Agreements . Why do so many Service Level Agreements seem to be so ineffective? We began to chat and the conclusion was that many service level managers do not really understand the value of the service level agreements. They spend so much time running the reports and preparing for the review me...
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© Copyright GR8 Service Management 2015-2018

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David Royston

SLA structure

Structure and readability A service level agreement must not be considered just as a legal document, it’s a tool that must be used... Read More
Friday, 02 October 2015 10:14
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How Important is Business Relationship Management to your IT Department?

How Important is Business Relationship Management to your IT Department?
How Important is Business Relationship Management to your IT Department? As a CIO, CTO or Sr. IT Manager what level of importance do you place on creating, nurturing and improving relationships with your business? Do you have a well defined Business Relationship Management function in your department? What is Business Relationship Management? Business Relationship Management is all about maximising value for the business from Information and technology solutions and ensuring your IT department i...
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Incident, Problem, Change, Release & Deployment Management all in a Day

Incident, Problem, Change, Release & Deployment Management all in a Day
Let me tell you a story that shows how we can use IT Service Management processes: Incident Management, Problem Management, Change Management and Release and Deployment Management in our everyday lives. Incident Management: About 10yrs ago I was in Mumbai India doing some work for a client. As part of the engagement I was provided a car and driver to take me to and from hotel to office and anywhere else I needed to go. One morning my driver picked me up at hotel to take me to office. The trip wa...
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© Copyright GR8 Service Management 2015-2018

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