our resources your tools for success

Papers

Welcome to Our Resources section. Here you will find a range of material at your disposal to help you with your Business and Service Management improvements.

IT SERVICE MANAGEMENT MONOPOLY –  THE GAME OF TOOL SELECTION

The approach of many organisations when selecting an IT service management solution is like a game of Monopoly. They start at GO with little or no preparation and are then faced with a plethora of available tools to choose from, just like the mass of properties on the Monopoly board. They have no idea how to play the game and shop on the ‘right’ side of the street. Selecting an ITSM tool should not be a roll of the dice. This paper aims to equip the reader with the steps needed to ensure that the right tool for the right price, that meets the needs of the business, is selected.

Read the paper here: IT Service Management Monopoly

 

ITSM SOLUTION PROJECTS AND OCM

This paper explores the need for organisational change management (OCM) as an integral part of an ITSM solution project i.e. tool implementation. It discusses benefits to be gained from using OCM to prepare the organisation for the change, manage the change and reinforce the change to ensure it becomes embedded into the fabric of the organisation.

Read the paper here: ITSM Solution Projects and OCM V1.0

 

TO CERTIFY OR NOT CERTIFY (AND TO WHICH ONE?) – THAT IS THE QUESTION

In this paper, Jim Mackenzie discusses whether an organisation should seek certification to a Standard. It provides guidance and insight as to what organisations should consider as a minimum, regardless of the industry sector, if contemplating certification.

Read the paper here: To Certify Or Not To Certify – Jim Mackenzie

 

THE STATE OF CHANGE MANAGEMENT

In late 2011, Forrester research (in conjunction with itSMF USA) revealed the poor state of change management in the majority of organisations surveyed. This paper explores the reasons that change management is failing in so many organisations and the actions that need to be taken to rectify the situation. In essence it is time to get back to basics and get them right!

Read the paper here: The State of Change Management.

 

ARMED AND EXTREMELY DANGEROUS – THE SERVICE CATALOGUE IS MORE THAN JUST A TOOL

Despite the well-used phrase ‘a fool with a tool is still a fool’ there are still many service catalogue initiatives that start and end with the selection of technology. These initiatives are doomed for failure. Armed with technology alone will be extremely dangerous to the success of your service catalogue. This paper discusses how to implement a successful service catalogue with technology selection a crucial component but one of many critical success factors.

Read the paper sponsored by FrontRange Solutions here –  Armed-and-Extremely-Dangerous.

 

BALANCED DIVERSITY – A PORTFOLIO APPROACH TO ORGANISATIONAL CHANGE

This paper presents a new and innovative framework for embedding IT Service Management change into organisational culture. The framework is a result of the research commissioned by the Network for Business Sustainability (NBS) and undertaken by Dr. Stephanie Bertels, Daniel Papania and Lisa Papania at Simon Fraser University. This framework will be an invaluable addition to the toolkit of every change leader. The book of the same name that provides in-depth application of the framework to ITSM is available from your local itSMF bookstore.

Read the paper –  White Paper – Balanced Diversity.

 

A 4-LETTER ACRONYM SENDING CIOS RUNNING SCARED – BYOD

WHAT THIS MEANS FOR THE OTHER 4-LETTER ACRONYM – ITSM

Bring Your Own Device (BYOD) or Bring Your Own Computing (BYOC) is being embraced by some organisations and making others break out in a cold sweat. BYOD is here now and is not going to go away – in fact it is already happening – and therefore organisations need to prepare for, and manage the situation. This paper discusses what this means for IT Service Management (ITSM).

Read the paper BYOD and ITSM.

 

WHAT’S CSR GOT TO DO WITH IT?

Corporate Social Responsibility (CSR) has been gaining traction from CEOs who see it as a new opportunity for growth and differentiation from the competition.  It gives organisations permission to enter new markets and to attract and retain top talent. IT is pivotal in the organisations achievement of its CSR policy, objectives and targets. This paper explores what CSR is, why is it is so high on the CEO agenda and therefore the CIO agenda. It discusses how ITIL provides a framework for the CIO to address all aspects of CSR – social, economic and environmental.

93% of CEOs believe sustainability issues (i.e. CSR) will be crucial to the success of the future of their business (Accenture 2010). Therefore the pressure is on IT to deliver and ITSM has the answers.

Read the paper here What’s CSR Got To Do With IT?


ITIL V3 FOUNDATION COURSE TRAINING ROADMAP

One of the biggest requests I get from students when I am delivering ITIL Foundation Course training is for a one-page overview of the processes that can be used to follow the delivery of the course. There have been many attempts to put ITIL V3 on a page and some are relatively good but not really suited to the needs of the training room.

I have developed a one page (A3) overview that allows the students to follow the course as it is delivered by each stage of the Service Lifecycle. Along with a list of the processes in each stage of the lifecycle, key concepts in each stage of the lifecycle are highlighted.

Your free download of the roadmap is available here ITIL Version 3 Foundation Course Training Roadmap

SOCIAL MEDIA – RISKY BUSINESS?

Social Media in the workplace. Is it appropriate? What are the implications? What are the risks? Are there benefits?

In this paper, Breed Lewis discusses the use of social media in the workplace. The paper looks at current industry commentary on the subject and explores both the risks and benefits of allowing staff access to social media whilst at work, as well as recommendations for anyone asking the questions being posed.

Read the paper here: Risky Business, or has Social Media become a relevant tool in the workplace

 


SERVICE MANAGEMENT’S CONTRIBUTION TO CORPORATE SOCIAL RESPONSIBILITY

The download is an article from Business Data Strategy publication May 2010 in which Karen Ferris discussed her keynote presentation at the National itSMF Australia Conference to be held 23-25 August 2010 and the value of itSMF membership and conference attendance. Read the article here Business Data Strategy May 2010.

WHERE IS THE ITIL FAIRY?

“Once upon a time…….”  Is that how it starts?

“And they lived happily ever after…….”  Is that how it ends?

The ITIL Fairy Tale?

For some organisations, the ITIL Fairy Tale has come true, and they have reaped the benefits. But how did they achieve it? What happened between “once upon a time” and “happily ever after”

Click on the link to read more: Where is the ITIL Fairy?

THE LOST WORLD OF PROBLEM MANAGEMENT

What I thought was a clear distinction between Incident and Problem Management and fairly well explained in ITIL and other supporting publications seem to be eluding many organisations and individuals. The confusion over the difference between Incident and Problem Management is pervading the IT industry. The more organisations that I encounter who declare that they are implementing or doing ITIL Problem Management are simply not doing it!

What they are doing is Major Incident Management and referring to it as Problem Management. Therefore the “real” Problem Management is not taking place, as they believe they are already doing it. This paper explores why this is the situation and how organisations can avoid it.

Click on the link to read more: The Lost World of Problem Management


ACHIEVING THE CULTURAL CHANGE

Culture change is widely talked about in Service Management circles.

We all recognise that a change in culture from a technology focus to that of a customer service focus is an imperative for successful Service Management. Yet, it is still one of the biggest (if not the biggest) challenges that Service managers and organisations face. This paper explores why the change is so hard and how you can overcome the challenge and achieve it within your organisation.

Click on the link to read more: Achieving The Cultural Change


HOW GREEN IS YOUR ITIL?

Does ITIL enable organisations to address the increasing challenge of growing power consumption and carbon emission reduction? Does ITIL assist organisations in becoming more sustainable?

The service management industry is divided. Some say that ITIL Version 3 missed the opportunity to address what is now the decade’s greatest corporate challenge. Others say that organisations can make use of their existing service management framework – ITIL – to deliver sustainable IT today.

This paper provides insights to how ITIL can be used to “green” your IT.

Click on the link to read more: How Green Is Your ITIL_ 2010


OUT OF ONE SILO AND INTO ANOTHER!

Since its conception over 20 years ago, one of the aims of IT Service Management best practice (as per ITIL amongst others) has been to assist organisations break down the technology silos within which were embedded service management processes.

These embedded processes were duplicated, inconsistent, inefficient and definitely ineffective. What has happened is that organisations have replaced the technology silos with process silos.

Processes have been implemented within functional silos and the objective of processes permeating across all technology platforms and throughout the service lifecycle has been missed. In this 19-page paper, Karen Ferris explores why this has happened and how to avoid it.

Click here to read more: Out Of One Silo and Into Another.


WHY DO SLAs FAIL? THEY DONT! SERVICE LEVEL MANAGEMENT DOES.

There are an inordinate amount of articles and presentations available on the internet (and elsewhere) entitled: “Why Service Level Agreements (SLAs) Fail”?
So if there is so much guidance to prevent SLAs from failing why is it that they still do?

Karen Ferris believes that it is not the SLA itself that fails (that is just a document) but the Service Level Management (SLM) process and its implementation that causes the failure. In this paper she explores how organisations can avoid the pitfalls of Service Level Management that so many others experience.

Click here to read more: Why SLAs Fail