Podcast Episode 8: ITSM Outside IT

ITSM Review Podcast Episode 8: ITSM Outside IT – Enterprise Service Management

In this episode Barclay Rae, Shane Carlson from Fruition Partners and Martin Thompson discuss using ITSM principles and technology outside the IT department – known as Enterprise Service Management.

Topics include:

  • Shane reports that 3/10 new Fruition projects are outside the IT department
  • HR is a leading area for ITSM improvement
  • The IT department needs to be credible before embarking on other areas of the business (Why should I get your help with my critical business processes when it takes you 4 hours to reset a password).

Links mentioned in the podcast and further reading:

ITSM Reader Analytics

ITAM Tools Day

Oracle Seminar

Outside IT Review by Barclay Rae

 

The ITSM Review are holding a series of seminars this year headed by ITSM superstar Barclay Rae. We will be starting in March with Transforming User Experience – Enterprise Service Management & Self Service. For more information click here

 

This podcast was recorded at the end of October 2014.

Image Credit

A Great Free ITSM & ITAM Process Tool (via #Back2ITSM)

Cognizant Process Model
Cognizant Process Model

This is a very cool online tool for anyone in ITAM or ITSM.

COGNIZANT PROCESS MODEL

This great resource was kindly shared by Shane Carlson of Cognizant.

Shane is a founding member of theĀ #Back2ITSM community, whereby ITSM professionals are encouraged to share their expertise for the benefit of others (and therefore develop the industry).

The process model includes the following models:

  • Request Management
  • Incident Management
  • Event Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Release Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Continuity Operations
  • Financial Management for IT Services
  • Asset Management
  • Service Catalog
  • Knowledge Management
  • Information Security Management
  • Security Operations
  • Access Management
  • Portfolio Management
  • Program and Project Management

Each module includes guidance on the following areas:

  • Process Diagram
  • Benefits
  • Controls
  • Goal
  • Metrics
  • Policies
  • Process Team
  • Resources
  • Roles
  • Scope
  • Specification

According to the blurb….

“PathFinder is specifically designed to those:

  • Tasked with designing an IT Process.
  • Seeking validation that a process has been validated in the industry.
  • Looking to increase effectiveness of their current process design.
  • Seeking assistance with the cultural adoption of their IT process.
  • Faced with meeting compliance regulations.”

VIEW THE COGNIZANT PROCESS MODEL

Thanks to Shane for sharing this great free resource.

Yes, free. No registration, no 30 day trial, no salesman will call. Enjoy! If you find it useful please share the link and don’t forget to mention #Back2ITSM.