The service intelligence
Business intelligence exists for more than 3 decades and relates to the concept of data-driven organizations where decisions are made using data and not feelings. In service management business intelligence …
The “by default, by design” approach
In ITIL4 warranty relates to the assurance that a service is and remains aligned with the service requirements. In fact, the warranty can be defined by design and by default. …
The 4 phases of value co-creation
In a brilliant article on value orchestration platform (https://www.google.com/search?q=value+orchestration+platform%3A+model+and+strategies&oq=value+orchestration+platform%3A+model+and+strategies&gs_lcrp=EgZjaHJvbWUyBggAEEUYOdIBCjI0NTA4ajBqMTWoAgCwAgA&sourceid=chrome&ie=UTF-8) the authors describe important concepts related to value co-creation. Let us explore them and relate them to the ITIL4 Service Value …
The positioning of ITSm value streams
When a demand related to a product or a service is identified a legitimate question is whether it has to be handled by an ITSM capability or by an ITSM …
Useful practices to identify unused resources.
In ITIL4 some practices are useful to identify unused resources to manage and deliver services. Let us explore these practices: IT Asset Management: the software asset management enables discovering the …
The compasses of service management
The compasses of service management. ITIL4 practice guides contain processes with useful inputs and outputs that can help an organization not losing the north. Let us explore these compasses: Business …
The bricks of misunderstanding in service management
The “Wall of Confusion” is a DevOps term that refers to the phenomena where one group in a value stream approaches their job as complete when they’ve passed it onto …
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The common source of mental heath issues
People like Daniel Breston makes us aware of the mental health issues that many of the ITSM practitioners suffer directly or indirectly. There are many sources of mental health issues …
Transparency: the key for service relationships
Transparency is the key to nurture service relationships. In ITIL4 relationship management is a practice that focuses on nurturing good relationships among the members of a service ecosystem. Transparency is …
