ITSM
Hi, can you tell me the difference between the roles of IT Service Management Analyst and IT Service Delivery Analyst? Thanks
View ArticleEnhancement vs Breakfix
Hi Bob, I’m quite confused regarding what is Enhancement and what is Break fix. Should an existing defect(which came from an upgrade a year ago) should be tagged an enhancement or a breakfix? How about...
View ArticleSERVICE TRANSITION (TRANSITION) VOL – 8
During the Service Transition phase, the Transition Manager creates and uses an integrated set of transition plans to establish the operational capability and structure of the application support...
View ArticleNot Specific About the Topic
I do not found the complete answer for the difference between “Maintenance and Support.” So can you please assist me with other answers. Thank You
View ArticleApplication support
Hello. I am interested in reading the content of the picture “Application Support Work Event Process Flows” that shows Incident, Request, Problem and App Lifecycle Mgmt processes. The content is much...
View ArticleASM – Average defect fix time and incident resolution time
Dear Bob, I wanted to know what is the average defect fix time and average incident resolution time in a mid sized project for an Application Service Management project. Are there any benchmarks that...
View ArticleProduction support estimates
Hey can you suggest a few estimation techniques for application support?
View ArticleRACI Chart
Hi Bob Im in the process of developing a RACI chart and wondered how one would keep the RACI active & in use once developed? Im trying to remove just producing the chart and it ends up in a draw...
View ArticleNumber of incidents per PC
Hello I work for an insurance company with 4500 users. I was wondering how many incidents per PC every month can be concidered a Normal number? Thanks in advance for your help.
View ArticleAligning Business & IT Objectives to Achieve a More Service Focused Organization
Common Business Objectives Common IT Objectives Become more Efficient Control and Reduce and Operating Costs Increase the output of “value-added” work Improve the ability to achieve service level...
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ITIL V3 Service Life Cycle
ITIL defines service management as “a set of specialized organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and...
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Key Metrics for Application Outsourcing – What to Measure!
Application outsourcing engagements are typically governed via specific service agreements that are comprised of a number of SLAs. Metrics are a critical ingredient of an SLA. There are dozens of...
View ArticleTRACER: 360 Degree Visibility & Control within IT Service Management
TRACER – Revolutionary Innovation in IT Service Management Tracer was designed for use within the day-to-day IT service management work environment with low administrative overhead. Tracer’s table...
View ArticlePreserve Intellectual Capital using CAI’s Application Knowledge Capture
The CAI AKC service offering reduces business risk by protecting critical knowledge assets: AKC offers protection of strategic application knowledge assets Overcomes current constraints and risk...
View ArticleWisdom from the ITSM Application Support Guru – Vol 1
This series of articles provides the reader with an introduction to the ITIL® Version 3 (V3) Service Lifecycle for Application Support. It describes how Application Support Life Cycle processes aligns...
View ArticleITIL Service Management LIfe-Cycle Used To Manage Applicaiton Support – Vol 2
ITIL’s Service Management Life-Cycle is focused on the development, implementation,management and improvement,, of IT services that are used to deliver value to the business. This approach differs...
View ArticleITIL V3 Service Life-cycle Applys to Applicaiton Support not just...
Applying specific principles within the ITIL V3 life-cycle to Application Support, the prescribed outcomes of ITIL V3 can now be realized with certainty and speed. As IT professionals our shared goal...
View ArticleITSM: Making Metrics Work
If you want to do IT service management, service level management, or continual service improvement, you need metrics to ensure you are growing and growing in the right ways. Too often, we leave...
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IT SERVICE MANAGEMENT
IT Service Management (ITSM) is a process-based management practice that aligns the delivery of information technology (IT) services with the needs of the business by emphasizing outcomes that provide...
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