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.
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 […]
By The Open Group For many years now, IT departments have been accused of being out of alignment with the needs of the business. According to Craig Alexander, a strategic consultant for Hewlett Packard Enterprise in EMEA, IT4IT™ has a … Continue reading →
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 […]
Link: http://sergethorn.blogspot.com/2014/08/business-services-what-are-they-really.html 00
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 […]
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 […]
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.
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 […]
I saw a tweet today, and while I don’t remember it exactly, it went something like this: “You must be successful with SOA to be successful with the cloud.” My first thought was to write up a blog about the differences between infrastructure as a service (IaaS), platform as a service (PaaS), and software as […]
As more enterprises engage in public, private and hybrid cloud computing services, they face new sets of security and compliance challenges. As a result of the rapid transition and growing capabilities of the cloud, enterprises must evolve their securi…