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
Date Published - Last Updated May 11, 2016
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
Date Published - Last Updated February 25, 2016
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
Date Published - Last Updated February 25, 2016
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
Date Published - Last Updated May 11, 2016
Service providers have come to the realization that their departments simply are not sharing information as well as they could. There are just too many silos, which inhibit the free exchange of shared knowledge, ideas, and experience. The result? Poor decision making, agility, and knowledge...
Tag(s): knowledge management, KCS, KM
Date Published - Last Updated February 25, 2016
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
Date Published - Last Updated May 11, 2016
Today’s technical service and support organizations are constantly challenged to do more with less while remaining cost-efficient, maintaining service level agreements, and dealing with an ever-changing business and technological landscape. These changes create disruption and frustration for...
Tag(s): knowledge management, knowledge-management-systems, KM, Knowledge Management Systems, collaboration
Date Published - Last Updated February 25, 2016
Major incidents resulting from change is one of the most effective metrics in your collection because it shows the service level impact of the changes being executed. It isn’t a measure of system failures; it’s a measure of departmental failures. It holds teams accountable for the impact they...
Tag(s): change management, metrics and measurements
Date Published - Last Updated February 25, 2016
Our obsession with the service catalog—just one among many ITSM tools, modules, or capabilities—is over five years old, and it seems every IT organization has either decided or been told that the service catalog is an absolute must-have. However, in my opinion, it’s best to look back before we...
Tag(s): tools, support operations, support center, service level management, service catalog, IT service management
Date Published - Last Updated February 25, 2016
Nationwide Insurance began its ITSM journey in 2002, starting with change and incident management. With full executive support, a dedicated process staff, and shared objectives across all of IT, the program was a huge success, and we realized as much as a 75-percent improvement in availability...
Tag(s): governance, ITSM, problem management, process management, incident management, configuration management, release management, service level management, continual service improvement, case study
Date Published - Last Updated February 25, 2016