For this issue, HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This unique collection of essays offers a rare glimpse inside technical service and support organizations, spanning healthcare,...
Tag(s): business of support, desktop support, customer service, practices and processes, service management, trends, IT service management, outsourcing, byod
Today, outsourced service providers live in a world where customers call the shots. As a customer, you’ve come to expect more than a standard set of services. Instead of one model in one color, you want outsourced services that can be customized to your needs, uniquely branded and themed for...
Tag(s): practices and processes, outsourcing, process management, business of support, sourcing
At some point or another, we’ve all fantasized about starting a business and, of course, being a great success. Is managing a service desk really all that different? I’m always telling my students and clients that they need to run support as a business within the business. This is one of the...
Tag(s): business of support, process, service strategy
Nobody seems to consider it important anymore, but not so very long ago, in its halcyon days, infrastructure management was the phrase on everybody’s lips, as the key component in what is still called ITIL. And what does ITIL stand for? The Information Technology Infrastructure Library. So where...
Tag(s): process, framework and methodologies, practices and processes
ITIL v3 was officially launched in June 2007, after a three-year development period. Much has happened in the world over the past three years, which has slowed every business down considerably, yet research shows that in ITSM, things are still moving along. Overall, 68 percent of ITIL (v2 and...
Tag(s): process, framework and methodologies
In 2010, HDI and Global Knowledge cosponsored a research project to understand more about the state of ITIL implementation, the benefits companies have actually achieved, and the key success factors. While there are many ITIL benefit surveys out there, what sets this survey apart is that it...
Tag(s): framework and methodologies, process, research
Frameworks existed long before there was technology. So why is it that so many organizations have only recently now begun to evaluate and adopt IT frameworks? The easy answer is structure. In order to manage a complex system or value network, organizations need to adopt a structured environment...
Tag(s): process, framework and methodologies
Recent HDI surveys show that close to a quarter of organizations that have purchased a service management solution are in the process of replacing existing systems. The replacements are intended improve user/customer experience, support changes to service delivery models and...
Tag(s): webinars, supportworld, technology, ITSM, service management, IT service management, enterprise service management
Implementing role-based provisioning can help large organizations address common pain points and better secure private data, but implementation requires careful planning and takes time to get right. Join industry leader Phyllis Drucker to learn about the benefits you can realize...
Tag(s): webinars, supportworld, people, asset management, capacity management, configuration management
Whenever there’s a one-to-one relationship between release and change management (i.e., one release for each change), it makes sense to combine the change and release workflows. As a combined process, change and release are easier to manage, and there’s less chance of slippage between the two...
Tag(s): change management, ITIL, release management