Tag Archives: ITIL

Big Data or Big Problems

Before you start planning for your big data requirements and asking for a big data budget, make sure what you think is big data isn’t really just big problems. That’s my best advise from a more enlightened perspective on how … Continue reading

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Capacity Planning Maturity Pipe Dream

Capacity planning maturity seems like it must be a pipe dream for the majority of IT departments. Unlike other process maturity questions, when it comes to capacity planning process maturity, I am wondering if thinking in terms of levels even … Continue reading

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Creating a Customer Centric IT Organization Chart

The IT organization chart is much more than the IT organization structure or the IT operating model it symbolizes it is also a communication tool. The IT organization chart is an expression of the CIO’s values and orientation as the … Continue reading

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Developing an IT Policy Framework

Developing an IT policy framework is the only way to have an effective IT policy model for operations and compliance. In fact, before you do any IT policy work, you should devote some time to defining your enterprise policy framework … Continue reading

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IT Governance and the LMS – Who Owns Your LMS

IT Governance and the LMS – Who Owns Your LMS continues an explanation of IT Governance using a scenario involving an LMS. That scenario was presented in the first post IT Governance and the LMS – Principles of IT Governance. … Continue reading

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Planning the SLM Framework

What is SLM? Service level management, or SLM, is the set of operational and administrative processes which monitor and control the quality and effectiveness of IT services and support. Most often SLM is connected to ITIL and ITSM and includes … Continue reading

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Developing the SLA

What is an SLA? An SLA, or service level agreement, is most often that portion of a formal IT services contract that defines the characteristics and level of the IT services and support to be provided along with any financial … Continue reading

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IT SLA Model for Tiered IT Support Services

An IT SLA model for tiered IT support services relies on the SLA requirements, application classifications, and the IT prioritization model. The creation of the IT SLA model is where you bring together the concepts covered in Designing a Software … Continue reading

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Developing Tiered Software Support Services

Creating a tiered software support services model is an effective way of managing software support services and their costs based on business need. The idea of tiered support services is to have a standard set of services distinguishing one support tier … Continue reading

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Book Review: The Effective CIO

The Effective CIO: How to Achieve Outstanding Success through Strategic Alignment, Financial Management, and IT Governance was a great read. This 2009 book by Eric J Brown and William A Yarberry Jr. published by CRC Press really does a thorough … Continue reading

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