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Service Management

This category contains 12 posts

Three essential ingredients to cook a delicious process culture

We keep hearing the terms “process culture”, “maturity” while discussing any improvement framework discussions – let it be Lean, Six Sigma, ITIL, CMMI, Agile, BPM etc. I had the privilege to work/consult many organisations with varying “maturity” levels. In my observation, very few organisations have managed embed the process culture in their DNA. There are … Continue reading

Gemba – the art of walking around!

Have you ever wondered why change programs (the likes of Lean Six Sigma, BPM, Enterprise Architecture, ITIL, COBIT, ERP etc) are roaring success in some organisations and utter failures in others? There are many reports analysing the failures. The analyses often point to the lack of leadership commitment and budget constraints as some of the … Continue reading

Selecting ITSM tool is a game of chance!

Certain words carry negative connotation in business world – chance, game, chaos, random, uncertainty…. to name a few. These terms are perfectly normal in the scientific world and in fact they lay foundations of modern science. So, when I came across a paper “Don’t Make ITSM Tool Selection a Game of chance” (Ferris 2013) I … Continue reading

Fast tracking 800+ criteria ITSM tool selection

Over the years, the scope of IT Service Management framework has broadened. IT SM tools also reflect these changes covering the life cycle processes and each vendor adding their own flavor. Comparing the tools can be a daunting process. Earlier I have written an article to use a “short cut” approach. (https://psymphony.wordpress.com/2013/06/13/how-to-choose-a-perfect-service-deskitsm-tool-in-5-days/) However, for many … Continue reading

Top 3 Project and Portfolio Management (PPM) tools – “Do it yourself” approach!

Are you wondering why there is a need for another “top-X” blog? There are couple of web sites that list the top-10 Portfolio and Project Management tools. The Gartner Magic quadrant also includes comparison of PPM vendors which should give a good indication of the market. However, there are limitations of the top-10 web sites … Continue reading

How to choose a perfect Service Desk/ITSM tool in 5 days?

Yes, you read the title correctly. The selection window is only 5 days, not 5 months. Before I begin let me clarify. This article is targeted at the person – YOU – who have been called by your boss on a Monday morning at 8:30 Am. Boss tells you that a Service Desk/ITSM tool has … Continue reading

Top Ten BPM tools you cannot ignore!

Purpose: This report gives ranks the Business Process Management (BPM) tools based on a selection criteria. The report is generated using the tool Kloudax Comparison Assistant (KCA). (http://kloudax.net.au/software/). KCA compares documents and websites based on keywords grouped into multiple selection criteria. BPM tool comparison report is based purely based on the information available in vendor … Continue reading

Cloud computing for business: where do we begin?

Microsoft’s latest announcement on Office suite has confirmed that cloud computing is here to stay. (Wainewright 2012). While at personal level people are feeling the impact on cloud computing by using applications like Dropbox or googleDocs, at business level still many CxOs are sitting on the fence. Their concern is due to the risks associated … Continue reading

Cloud impacts: Changing face of procurement

In my past blogs I have expressed that Cloud computing is not a technology paradigm – but a delivery model. I also subscribe to the view that the impact of cloud computing is not just limited to IT departments. In this article I want to explore the impact on the procurement function. The trigger for … Continue reading

Project Management in 3 envelopes

I presented to the students of UniSA on project management, yesterday (2nd November 2011). The students were from library, gaming, programming, business analysis, computer science who are executing a project. I divided my talk into two topics. First I talked about “Project Management in 3 envelopes”. Then I covered how a project fits into IT … Continue reading