Under My Thumb: Managing Your Private Cloud

[Editor’s Note: This is the fourth article in a six-part series that looks at the primary considerations as well as the process of self-discovery that is required in the definition, development and implementation of private cloud computing. The articles were prepared by cloud experts at Logicalis, an international provider of integrated information and communications technology…

Under My Thumb: Managing Your Private Cloud

Self-provisioning – compelling and scary Many of what are considered the attributes of cloud technology are both compelling and scary. Self-service provisioning, for example, is compelling because it enables IT and designated users to spin up capacity as needed. It is the cloud feature most directly linked to providing the Holy Grail of business agility….

The Cosmology of the Expanding ITIL Universe

by Wayne Kiphart of Logicalis Industry standards transformed the hardware and software markets and unleashed tremendous innovation. Today, the evolution and increasing acceptance of ITIL best practices promises to transform IT service management (ITSM) and facilitate the controlled expansion of IT environments to include business services operation centers, and public and private clouds. This column…

How to Invest in Advanced Analytics

Like just about everything in the so-called “IT Service Management Industry,” the term analytics will provoke many different definitions depending upon whom you ask. For some, it will fall purely into that rarefied realm of IT data warehousing which is, nonetheless, on the rise. For others, it may refer to a predictive self-learning algorithm that…

How to Invest in Advanced Analytics

Know why you’re doing it. Analytics are admittedly confusing. For instance, anomaly detection is central to security and performance management, but can also be leveraged by more advanced functions in configuration and change management, or compliance audits among other areas. While you may well seek to optimize anomaly-capable analytics be wary of trying to stretch…

Better Outcomes: Integrating Defect and Problem Management

While a primary objective of ITIL’s Problem Management process is to prevent problems and resulting incidents from happening, most organizations commonly start implementing Problem Management with a reactive approach. This is commonly referred to as “reactive” Problem Management (PM) because, as its name implies, a service disruption has already occurred. On the other hand, “proactive”…

Incidents and Problems: What’s the Difference?

When Mary Delhaye reported yet another issue with the application she owned, she was lucky enough to walk across the office and talk to the service management team directly. At the headquarters of the French financial services company where she works, the developers, service team and business owners are all in close proximity — although…

How To Maximize Your IT Service Management Investment

Throughout my 29 years of IT service management experience I never once doubted the value of having well defined and well implemented IT service management processes. Over time, it became part of my belief system. I had faith that IT service management (ITSM) provided real value to an organization even though that faith was sometimes…

How IT Service Management Can Reduce IT Costs

IT organizations are under continuous pressure to operate efficiently and effectively and to do so with transparency and an explicit value proposition. This is increasingly difficult when every budget line item is closely scrutinized. According to Gartner, 2010 will be about balancing the focus on cost, risk, and growth. For more than 50% of CIOs,…

Better Business Service Management in 5 Steps

If you manage the delivery of any service from uber-modern SaaS and RIA‘s to human-based service desk and moves/adds/changes to good ol’ e-services such as e-mail, there are just five questions you should ask if you want to deliver the highest quality of experience (QoE): Do you have an agreed plan of action to meet…