Tag Archives: itil

Our First IT Core Service Catalogue

by | September 5, 2014

I am very proud to announce that we have published the first version of our IT Core Service Catalogue for our university. We started this process in November 2012 and I described the approach in a post called : Introducing IT Service Management Using a Core Service Catalogue.  This post described our approach to building… Read more »

What are Your Services?

by | May 28, 2013

We discussed Who is Your Customer?  in my previous post, now it is time to start to think about what services we deliver to our community.  After running an exercise on identifying our customers and the categories they fit in, we started to work on the services we deliver to our University community. The IT… Read more »

Introducing IT Service Management Using a Core Service Catalogue

by | November 27, 2012

We have kicked off a project to build a Core Services Catalogue last week.  This is part of our journey to introduce IT Service Management (ITSM) to our AUS IT  and Academic Computing teams.   I am looking forward to see what our IT teams come up with as a list of services. We will be able… Read more »

Helping Your Helpdesk with a Service Coverage Matrix

by | November 16, 2012

Over the past couple of weeks, our American University of Sharjah IT Helpdesk and other teams have been working on creating a simple Service Coverage Matrix. We found that we had a knowledge gap with the distributed IT support structure at AUS.  Not everyone knew who was the primary and the secondary service support analysts for… Read more »

Evolving IT Change Management into an Enterprise Service

by | December 15, 2011

In 2004, we began down the road of adopting the IT Infrastructure Library framework. We began implementing our ITIL processes with Incident Management and Service Desk. We quickly followed with creating a Service Catalogue. The next major process was Change Management. A group of  key people were assigned to become our IT Change Advisory Board… Read more »

Returning North for More HE Collaboration

by | September 22, 2009

I am back at the University of Alaska Fairbanks this week to collaborate on IT Service Management with a focus on: service definition service delivery service catalogue. I will also be a presenter at Univeristy of Alaska Office of Information Technology 3rd Annual Techfest 2009 talking about BCIT’s Technology Enabled Knowledge (TEK) strategic initiative that wrapped up… Read more »

Consistency in Technology Solution Delivery

by | August 24, 2009

In my conversation with Gene Leganza, Forrester VP Research last week ( @gleganza), we spoke about how to address delivering technology in a consistent manner. It inspired me to write this post about our Solutions Council. Here goes: How do you handle service requests in your IT organization? Have you adopted an IT Service Management… Read more »

Adaptive Leadership in EA

by | July 14, 2009

Andy Blumenthal wrote a great post “Adaptive Leaders Rule the Day“. In his post, Andy reviewed a Harvard Business Review July 2009 article “Leadership in a (Permanent) Crisis” and commented on the article’s insights on adaptive leadership. I really liked Andy’s quote “Leaders need a proverbial “toolkit” of successful behaviors to succeed and even more… Read more »

What are your EA Services?

by | June 22, 2009

Todd Biske asked this on Twitter “What are your EA services? In other words, what are the major functions your EA term performs and/or markets to the rest of the enterprise?”  He followed up with the following Ideas for EA Services: Architecture Review Service (could be on-demand, could be required) Project consulting (i.e. act as,… Read more »

Struggling for an ROI … follow-up

by | June 8, 2009

Mike Kavis posted another great piece on why we should use Enterprise Architecture. As always, Mike has some real gems in his post.  Here are a some: “It sounds to me like people have a technical solution and are now looking for a problem to solve with it.  It needs to work the other way… Read more »