Combining ITIL and Six Sigma to Improve ITSM
There are two approaches that can be used to improve Information Technology Service Management (ITSM): the Information Technology Infrastructure Library (ITIL) and Six Sigma.
Many followers of these seemingly mutually exclusive approaches exhibit a nearly religious zeal in defending their way as being the only way to go. Rather than being opposing approaches, however, Six Sigma and ITIL are complementary.
ITIL Framework
ITIL defines a framework for IT Service Management. It consists of a set of guidelines that specify what an IT organization should do based on industry best practices. It does not, however, define how to do it. For example, ITIL specifies that IT should allocate a priority for each incident that comes into the service desk, but it does not specify how to allocate those priorities. With ITIL, it’s up to the IT staff to flesh out the details of process flow and create detailed work instructions, all in away that makes sense for their organization.
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ITIL v3 and Business Service Management
With the release of IT Infrastructure Library (ITIL) version 3 (ITIL V3), it’s clear that your goal as an IT professional has changed. You’re no longer tasked with aligning IT with the business. Now your goal is to integrate IT with the business. The distinction between IT and the business has blurred, and the language of IT has been replaced with the language of the business.
So what does ITIL V3 have to do with BSM?
BSM is now an ITIL best practice. ITIL V3 defines it as “the ongoing practice of governing, monitoring, and reporting on IT and the business service it impacts.” It’s an approach that leverages processes and technology to make the goals of IT and the goals of the business one and the same.
BSM solutions and ITIL practices work together to help you manage IT from a business perspective. Solution developers are working closely with ITIL architects to ensure that ITI L processes and service management solutions continue to converge. Their solutions can put you ahead of the curve when it comes to implementing ITIL best practices.
Integrating IT with the Business
Successful IT organizations should consider IT ’s contribution to business value in every decision they make and every project they undertake. ITIL best practices support this approach to managing the IT infrastructure.
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13th Annual International IT Service Management Conference & Exhibition
Registration has begun for the 13th annual International IT Service Management Conference and Exhibition to be held February 22-25, 2009 at the Bellagio Hotel in Las Vegas, Nevada.
The event features a Beatles theme this year, “IT Business Integration: With a Little Help From My Friends”. Early bird pricing specials are available in three rounds. The first special ends June 30, 2008, the 2nd October 31, 2008 and the third December 19, 2008.
The annual conference is recognized as the largest, most respected IT Service Management conference in the world. You can rely on us to deliver the most comprehensive, content rich program in the industry.
Here’s what the 2009 conference program includes:
- Powerful presentations by Pink Elephant’s highly sought-after consultants
- Expanded view of ITIL’s Service Lifecycle Process Model, including Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement
- World launch of new ITIL V3 courses
- Insightful presentations from award winning CIOs who are recognized for their business contributions
- Return of highly rated university professors profiling business and leadership excellence
- More industry experts highlighting best practices beyond ITIL (CMM, CoBIT, ISO, IT Governance, EFQM, etc.)
- Provocative keynotes and industry luminaries not found in other conference programs
- A nostalgic view of ITIL’s beginnings and interviews with the key people involved
A big “ITIL Birthday Celebration” Bash as ITIL turns 20!
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ITIL Without Handcuffs White Paper
Numara Software, an ITIL based solutions company has released a new white paper on ITIL. The “ITIL Without Handcuffs” guide offers readers a practical and concise summary on ITIL, with examples of how organizations are adopting best practices.
In today’s competitive environment, companies want processes that enable them to take control of their IT infrastructure in a pragmatic way. They want technology, policies and procedures that empower them, rather than be handcuffed to rigid systems which take years to implement or change.
The Relevance and Irrelevance of ITIL
Key Points For The Reader
- ITIL is a collection of best practices that address IT service management and business-focused discipline
- ITIL is more applicable to larger companies, though small companies can benefit
- ITIL brings IT into closer alignment with the business
- ITIL awareness and adoption is low within the mainstream market
- ITIL is a long-term commitment, not a short-term fix
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5S System Step 4 - The Standardize Step
The fourth step in a 5S System is to Standardize. In this step you will set in place the rules and policies that support the first three steps, Sort, Straighten and Shine. A 5S System will only work if it is followed.
To carry out the first three steps you should already have a support system in place. Such as designated areas, proper marking of areas, a log of what goes where and other parts of a support structure mentioned in the first three steps. These should all be standardized so that it is clear to everyone what the support system is.
Schedule 5S Activities
By scheduling regular 5S activities you will make it part of the work routine. The goal is to make 5S a habit for your employees. It may take a few reminders, but before long employees will be starting their 5S steps without supervision. You should always participate and follow-up to make sure everyone is doing their part.
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Why Management Should Go to Gemba
IT departments are always looking at Leadership training, ITIL or other best practices to improve their department. A Gemba walk performed one or more times a day is a zero cost, high impact practice that will give you a better understanding of the work in progress and the people who do the work. Quickly you will find your Gemba walk to be the most valuable part of your day.
Gemba is a Japanese term meaning “the place where the truth can be found”. If you seek solutions to problems to that need to be fixed, go to Gemba. If you want to see the work behind the reports, go to Gemba. If you want to show leadership, go to Gemba. Go to where the work is performed and observe and engage with those who do it.
The purpose is to observe what is going on in the workplace. To gather information on any current problems so they can be resolved. To look for work and workers that are outside of normal business practice. To engage with workers as they do they work. To see and be seen.
In planning for my day, one of my first tasks is to go to Gemba. I walk the floor and every area where work is being done that I am responsible for. Since Gemba visits should be unscripted and unannounced you should do them at various times of the day. This will allow you to see work as it is really done, rather than work that is staged for you.
The best way to observe during a Gemba visit is to find a remote corner where you have a clear view of the workplace and just stand there. Observe what is going on. See what work is being done. See how employees are doing the work. Take a notepad with you to write down any thoughts you may have such as follow-ups or ideas for improvement.
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How to Avoid the ITIL Pitfalls
The IT Infrastructure Library (ITIL), a collection of best practices that address core service management issues such as problem, incident, change and request management, is all about servicing the end user.
Many IT departments have rushed to implement ITIL, but fallen into common pitfalls. The important thing to remember about ITIL is it is not a quick fix solution. It is not a short-term solution. It takes time and a change in culture for it to take root and grow.
Here are some of the common pitfalls found when rushing to implement ITIL.
Purchasing Unnecessary Tools
Organizations assume ITIL based tools are the answer. All they have to do is purchase them or a complete suite of tools and ITIL will work its magic. What they need to do is invest time in mapping a strategy and training their staff about ITIL.
Failing to Do An Assessment
One of the first things you should do is an assessment of your IT department. Look at where you are now and where you want to be and determine what you need to do to get there. How does your current organizational structure compare to the ITIL framework? How will you change your organization and culture to best use ITIL?
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Foundation in IT Service Management - ISO/IEC 2000
ZeNETeX announced today that it has expanded its public IT Service Management Training Services to include a new certification class entitled ‘Foundation in IT Service Management According to ISO/IEC 20000.’
This newly released class is an individual certification for IT leaders that are directly involved in helping their organizations achieve the highly coveted ISO/IEC 20000 certification.
Organizations that have achieved an ISO/IEC 20000 certification have successfully demonstrated an ability to support and deliver IT services in accordance with a well defined industry recognized standard based in large part on the Information Technology Infrastructure Library (ITIL(C)). The successful implementation of ITIL(C) has proven to reduce operational costs and improve process efficiencies and end user satisfaction.
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5S System Step 3 - The Shine Step
Seiso is the third step in a 5S System. Translated it means to shine or scrub. Now that you have completed the Sort Step and Straighten Step, the workplace should be free of debris and all areas in need of cleaning should be exposed.
In this step you will clean the entire work environment. Everything should be cleaned including floors, workspaces, walls and equipment. If any area needs painting consider adding the extra time to do this.
Before you begin the shine step, be sure you have all of the cleaning tools and supplies you will need. Brooms, mops, dust pans, lots of rags, trash bags and a variety of cleaning fluids. Be careful that you match the cleaning fluid to what is being cleaned. You can damage equipment by using the wrong cleaner.
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15 Tips on Business Email Etiquette
Each day we send email to our co-workers, vendors and clients. Have you ever thought what how your message looks? I am not talking about the actual message, but the format and layout of the email.
As often as you use email you should make sure that you are presenting your message in a clear and professional manner. Your email says a lot about yourself.
Here are some areas you should pay attention to when creating or reply to an email.
