Leveraging Business Analysis Techniques for ITSM Work

I came across IIBA’s Business Analysis Body of Knowledge (BABOK) a few years ago, and I like its overall requirement analysis and handling approach. Business analysis is nothing new, and people have been doing BA work for a long time. Still, it was good to see the BA discipline get captured and documented in a […]

Fresh Links Sundae – May 27, 2012 Edition

Fresh Links Sundae encapsulates some pieces of information I have come across during the past week. They maybe ITSM related or not entirely. Often they are from the people whose work resonates with me, and I hope you will find something of value. Rob England expressed his viewpoint of why using menu as the analogy […]

Fresh Links Sundae – May 20, 2012 Edition

Fresh Links Sundae encapsulates some pieces of information I have come across during the past week. They maybe ITSM related or not entirely. Often they are from the people whose work resonates with me, and I hope you will find something of value. Through the SEAS and CARE principles, Jeff Wayman suggested some opportunities for […]

ITSM Tools Operation Continuity Plan – Part Two

We discussed the first several topics (scope, data considerations, and external dependencies) that should go into an ITSM tools operation continuity plan during a disaster recovery (DR) scenario. In this post, we will conclude the discussion by covering the people, procedures, checklist, and validation sections of the plan. Recovery Team and Communication The section spells […]

Fresh Links Sundae – May 13, 2012 Edition

Fresh Links Sundae encapsulates some pieces of information I have come across during the past week. They maybe ITSM related or not entirely. Often they are from the people whose work resonates with me, and I hope you will find something of value. Johna Johnson discussed the movement from the Information Technology era to the […]

ITSM Tools Operation Continuity Plan – Part One

If your IT organization is like most others, you rely heavily on your IT service management (ITSM) tools for delivering IT services to your business customers or constituents. Many IT shops also have a comprehensive suite of ITSM tools they use as part of the various aspects of their operation. It is my personal belief […]

Fresh Links Sundae – May 6, 2012 Edition

Fresh Links Sundae encapsulates some pieces of information I have come across during the past week. They maybe ITSM related or not entirely. Often they are from the people whose work resonates with me, and I hope you will find something of value. ITIL Projects: What to Do, and What Not to Do Jeff Wayman gave […]