ITIL’s ‘Product Manager’ for a Service! December 10, 2008
Posted by Benil George in General ITSM, ITIL V3.Tags: ITIL, ITIL V3, ITSM
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There is this one interesting role called as ‘Product Manager’ in ITIL V3 (Appendix B-2) and says it is a key role in Service Portfolio Management and some of the responsibilities of this role is given as (I just bulleted it; it is descriptive in the book):
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Responsible for developing and managing services across the lifecycle
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Responsible for managing services as a product over their entire lifecycle (I wonder how one can do that!)
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Recognized as the subject matter experts on Lines of Service (LOS) and the Service catalogue
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Responsible to bring coordination and focus to the organization around the Service Catalogue, of which they maintain ownership
Although one could interpret (sort of justify or oppose) the whole concept in multiple ways, (more…)
Outsourcing: IT Service or ITSM Process..? December 8, 2008
Posted by Benil George in General ITSM.Tags: IT Outsourcing, ITIL, ITIL V3, ITSM
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Seeing the title, the very first question one would have is: Are they really different or aren’t they same? and the next one would be; Does it really matter if they are different?
For me, it never used to matter just because I never knew the difference in the first place! But once understood, a long time back, it helped me change my advisory approach for organizations who seek assistance in improving their ‘IT Service’ delivery.
We may have to keep the context of this topic to ‘IT Service’ and ‘IT Service Management Process’ alone. As going beyond this, makes the lines between ‘Process’ and ‘Service’ very blurred. (more…)
ITIL V3 and the ‘Value Network’ it created! July 22, 2008
Posted by Benil George in ITIL V3.Tags: ITIL, ITIL V3, ITSM, Service Stratagy, Value Network
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The ITIL V3 Service Strategy book defines a ‘Value Network’ as “A complex set of relationships between two or more groups or organizations. Value is generated through exchange of knowledge, information, goods or Services”
For anyone who has not understood this concept of ‘Value Network’, the ITIL V3 itself is the best of all the examples one could refer for the purpose of understanding. Look at the value it has created for the BLOGGERS around the world through the new concepts (many of them vague), and now, mainly by the plethora of ‘errors/ mistakes/ inconsistencies/ blunders etc’ (or whatever you may want to call them as) contained in the new ITIL V3 publications. (more…)
ITSM process automation – The anti-hero? July 15, 2008
Posted by Benil George in Automation.Tags: IT Process Automation, ITSM Tools, Service Desk Tools
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Without proper automation, any robust process is prone to failures. Although this is true to a good extent, this has also lead the industry (of course, the IT Service one, if it can be called so!) to a situation where process that cannot be automated (at least 80% – a guess1) is not accepted!
Having played different roles in many Service Improvement projects for multiple customers across the globe , I’ve noticed this a while ago that customers always tend to tweak their processes around what could be done by the process automation software they have purchased. (more…)
