ITIL

3 years, 4 months ago

Business Service vs. Product Thinking

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By Myles Suer, #CIOChat Facilitator, CIO.com Contributor, and Dell Boomi Head of Global Enterprise Marketing

Many years ago, I was asked to review an early draft of ITIL Version 3.0. I remember even taking the draft service strategy book on vacation with me. My wife asked me at one point why I was getting so excited about a ‘tech manual’ while she said that she was reading something truly exciting, a romance novel. In the end, I made many comments and suggestions as a business strategist. Most did not get accepted.

6 years, 2 months ago

Enterprise Service Management Drives Engagement

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Enterprises deliver services poorly, especially to themselves. From onboarding employees to approving contracts, when you need someone else’s help, the results are often dismal. “Send an email to our shared Inbox so we can ignore it” is too often the default. This won’t work in the Age of the Customer. Your employees are full participants in […]

9 years, 27 days ago

Our First IT Core Service Catalogue

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I am very proud to announce that we have published the first version of our IT Core Service Catalogue for our university. We started this process in November 2012 and I described the approach in a post called : Introducing IT Service Management Using a Core Service Catalogue.  This post described our approach to building […]

The post Our First IT Core Service Catalogue appeared first on Enterprise Architecture in Higher Education.

9 years, 6 months ago

Process or Tool, which should come first?

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Just like the mystery of which came first, the Chicken or the Egg, those of us fortunate individuals that have worked in the Information Technology field for many years have also been dealing with a difficult question, “Which should come first, Process or Tool?  One of the changes in the IT Service Management arena that complicates this question even more is the recent onslaught of very mature and high functioning […]

10 years, 4 months ago

What are Your Services?

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We discussed Who is Your Customer?  in my previous post, now it is time to start to think about what services we deliver to our community.  After running an exercise on identifying our customers and the categories they fit in, we started to work on the services we deliver to our University community. The IT […]

The post What are Your Services? appeared first on Enterprise Architecture in Higher Education.

10 years, 10 months ago

Introducing IT Service Management Using a Core Service Catalogue

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We have kicked off a project to build a Core Services Catalogue last week.  This is part of our journey to introduce IT Service Management (ITSM) to our AUS IT  and Academic Computing teams.   I am looking forward to see what our IT teams come up with as a list of services. We will be able […]

The post Introducing IT Service Management Using a Core Service Catalogue appeared first on Enterprise Architecture in Higher Education.

10 years, 10 months ago

Helping Your Helpdesk

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Over the past couple of weeks, our American University of Sharjah IT teams have been working on creating a simple Service Coverage Matrix. We found that we had a knowledge gap with the distributed IT support structure at AUS.  Not everyone knew who was the primary and the secondary service support analysts for all the technology […]

The post Helping Your Helpdesk appeared first on Enterprise Architecture in Higher Education.