President’s Corner - A Salute to the People Who Make the Difference
By David Cannon, ITSM Practice Principal, HP
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Featured Columns
From the Editor’s Desk….
Susan Trembly, itSMF USA Newsletter Editor
Editor Susan Trembly announces the launch of another new column and a call for articles on Developing IT Service Strategies.
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For Our Members
By Richard Berg, itSMF USA Member Services Chair
This new, standing column will provide valuable information for our members and keep them updated on the work of sub-committees.
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Focus on Three
By David Cannon, itSMF USA President; ITSM Practice Principal, HP
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Organizational Gatekeeping: itSMF USA Governance
By Sallie Kennedy, itSMF USA Governance Chair
Compliance is only one part of the Governance puzzle. Sallie Kennedy discusses five other elements essential to good governance: Strategic Alignment, Value Delivery, Resource Management, Risk Management and Performance Management.
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Introducing the Knowledge Management Committee and the USA Content Collaboration Initiative
By Kirk Holmes, Chairman, Knowledge Management Committee
Kirk Holmes presents a new set of initiatives aimed at sharing knowledge within the ITSM and itSMF community and asks for your response to a poll on Knowledge Management on our website.
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Meet the itSMF USA Board of Directors
Susan Trembly, itSMF USA Newsletter Editor
Learn more about your industry leaders who are working to make itSMF USA an optimal professional resource.
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ITIL®/ITSM Related Articles
IT Operations – Where the Rubber Meets the Road
By Tom Pierce, Director of the Central Region, Third Sky, Inc.
What can IT Services learn from the Automotive Industry about delivering products and services? The author test-drives another industry’s approach to disciplines and practices and finds some helpful strategies.
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Problem Management within Service Operations
By David Whitten, Consultant with Plexent LLP.
All too often, what should be called an ‘incident’ is referred to as a ‘problem.’ In fact, the famous line, “Houston, we’ve got a problem” might have been, “Houston, we have an incident.” This article describes how the response to Apollo 13’s situation was a classic example of Problem Management in action.
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Request Fulfillment - Managing Service Requests According to ITIL® v3
By Rodrigo Fernando Flores, Founder and Chief Technology Officer, newScale, Inc.
With an upsurge of applications, mobility options and the demands of a continually connected workforce, service requests have multiplied and become more diverse. The author outlines strategies for managing the increased complexity of service requests.
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Getting Straight A’s from Your Data Center
By Ananda Arasu, Product Marketing Manager, Tripwire, Inc.
If an auditor walked into your company today to check your compliance with regulations would you pass the test? This article outlines five steps that can help your company make the grade.
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Get ITIL® Certified !!!
By Robyn McGregor, Director, Service & Program Management Services and Jay Stuart, iTSG Service Level Manager, GE Consumer & Industrial
With the introduction of ITIL® v3, there have been changes to the ITIL® Certification process. Two top Service Managers provide valuable information on those changes, whether you’re already certified or considering it for the first time. [More]
Request Management, Clear and Crisply Defined in ITIL® v3
By Silvia A. Siqueira, Senior Solution Architect, HP
The request fulfillment process can help IT reduce costs, provide an enhanced user experience, and ease the Service Desk workload. Working from the ITIL® v3 framework, this article will walk you through the complex task of creating and implementing a request fulfillment process.
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Service Portfolio and CMDB: Separate, but Equal
By Molly Holladay, Director of IT Service Management Solutions, Lontra
With the release of ITIL® v 3, it’s clear that the Service Level Management process is now a core competency within the framework. What does that mean for your Service Catalog? The author tackles the question of how CMDB and the Service Portfolio can and should work together.
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Automating ITIL® Processes in the Data Center and across the Enterprise to Deliver Business Services
By Helen Tang, Director, BTO Product Marketing, HP Software
“Manage IT as a service” has become the new IT Mantra. But how can we deliver higher levels of service while controlling operational costs? According to this author, new approaches to business service automation can help. She describes three steps towards effective business service automation.
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Defining Operational Procedures
By Brad Winfield, Maryville Technologies
At times, IT operations focus on specific technology domains, losing sight of the fact that technology exists solely to make services work. This article discusses the importance of defining operational procedures.
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Inherited Software
By Hank Marquis, Director of IT Service Management Consulting, Enterprise Management Consulting
Your Support Director informs you the existing ITSM software is not up to the job and the CFO tells you with 3 years left on the books, you won’t be getting a new tool anytime soon. This article offers some recommendations for getting the most out of the current tool while planning for the future.
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Event Management – A Step Backwards
By Bryce Dunn, Senior Product Manager for Business Service Management and Service Level Management Solutions, Compuware
Arguably, the most significant step forward in ITIL® v3 was a greater focus on business priorities. New processes around service strategy and the Service Knowledge Management System (SKMS) help align IT functions with business criteria. But as this author explains, Event Management is an exception.
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SUPPORT TEAM STRUCTURE: Support Capability Tiers
By Norm Williamson, Senior Consultant, Plexent
These days the type, cause and complexity of Service Desk requests vary widely. The author describes how using a tiered support-capability model can help you achieve cost-efficient use of your staff, while offering excellent customer service.
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LIG News
Lehigh-Delaware Valley LIG Meeting: David Cannon, ITIL® v3 and itSMF USA 2008
By Cheryl Winters, Sr. Consultant, Veris Associates, Inc.
David Cannon provided an insider’s look at the new version of ITIL® and shared his three goals of brand-awareness, commitment to excellence and exceptional membership services for 2008.
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Dallas-Fort Worth LIG News
By Steve Moore, President, Dallas-Fort Worth LIG
Speakers highlighted ITIL® v3 operations and Managing Organizational Change(MOC) at their January event. Up next: Don’t miss the “Vendor Shootout” with BMC, CA, HP and Axios, being held in March.
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LIG News – National Capital
By Kirk Holmes, National Capital Area LIG President, Member, itSMF USA Board of Directors, Knowledge Management Chair
Amidst the many promises of our Presidential primaries, the National Capitol LIG held its first meeting of 2008 in Washington D.C. focusing on “Successful Government Experiences in Implementing IT.” Speakers included the CTO of the U.S. Securities and Exchange commission and the Deputy CTO of the U.S. Department of Transportation.
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