Great Expectations: What to Look for from Outsourced Service Providers Today

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...
Date Published - Last Updated February 25, 2016

Running the Support Center as a Business Within the Business

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...
Date Published - Last Updated February 25, 2016

Who Stole the Infrastructure?

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...
Date Published - Last Updated May 11, 2016

The ITSM Journey and the Realities of ITIL Adoption

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...
Date Published - Last Updated May 11, 2016

ITIL Benefits to the Business

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...
Date Published - Last Updated May 11, 2016

IT Frameworks, Standards, and Models

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...
Date Published - Last Updated May 11, 2016

Preparing for the Future of Service Management: Key Considerations When Shopping for an ITSM/ESM Platform

 

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...

Date Published - Last Updated January 6, 2023

How and Why to Adopt Role-Based Provisioning

 

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...

Date Published - Last Updated January 6, 2023

BYOD on Campus: Tips for Security, Success, and Sanity

While BYOD and broader consumerization trends may be turning the corporate IT world upside down, such factors have long been a reality in the campus IT environment. But that doesn’t mean that university IT departments are immune to the changing expectations of today’s empowered device owners.
Date Published - Last Updated February 25, 2016

Change and Release Management: Should They Be the Same Process?

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...
Date Published - Last Updated February 25, 2016