Friday, February 25, 2011

Time to Rescue your ITSM implementation?

Tired of not seeing the promised benefits of your ITIL implementation?  Tired of ITIL consultants documenting processes that nobody follows?

ITSM Rescue is an innovative way to pull your ITIL implementation out of the hole it's fallen into.

Full IT Service management means collaboration between several ITIL practices with the right interfaces to see the full potential of an ITIL based ITSM solution. Done right, your IT department will purr along with;
  • faster issue turnaround
  • better responsiveness to your business partners
  • improved efficiencies
  • improved quality
  • excellent customer service
  • better communication
  • improved relationships and partnerships with the business
  • lower total cost of ownership
  • better control over operational spending
  • continuous improvement culture
Instead of just trying to implement individual ITIL processes without a view of the big picture, ITSM Rescue uses ITIL principals to coach and mentor your IT Service team in the latest techniques while correcting the mistakes which have been holding your implementation back.

So, What is ITSM Rescue?

ITSM Rescue is a process whereby we assess your current IT Service management practices and work with you to define a service strategy. Once the current situation is understood we perform a complete gap analysis and develop a road-map to service excellence. The next step is to implement a governance structure to determine priorities and then systematically correct the pitfalls that have been stopping you from realizing the promised benefits of ITIL. Using the best Incident and Problem Management techniques we correct the behaviours that are ineffective for best in class ITSM delivery. We use change management techniques to improve the teams Service Management Maturity Level while simultaneously developing a comprehensive service catalogue for ITSM Services.
This hands-on mentoring approach will develop your team and teach them the techniques needed to roll out a world class ITSM practice that your business partners will notice.
ITSM Rescue was developed by Tony Denford, an ITSM implementation expert who specializes in improving under performing ITIL and ITSM implementations and coaching IT Service Management teams to be high performers.
For more information on ITSM Rescue, contact

Friday, February 4, 2011

IT Service Management in the Cloud

When most CIOs start to think about their cloud strategy, the thought of "losing control" of their IT environment is usually the first big concern.  Most are not comfortable with handing over control of the services they deliver, primarily because they don't have a clear understanding of what services they deliver and therefore cannot look for the right opportunities to use the cloud as an advantage.

This makes a good IT Service Management strategy ever more important.  Instead of the older ITIL V2 methods which manage specific assets, you need to be focused more than ever on IT Service delivery whether that service is managed in-house or some mysterious location in the cloud.

Before moving your infrastructure to the cloud and realizing the potential savings of doing so you really need to have your IT service management in place and running smoothly.

A mature ITSM practice will have a good understanding of what services are being provided, exactly how they perform, how much it costs to deliver the service and, most importantly, exactly what is required to deliver the service with the quality expected by your customers.

Knowing how much the services cost and what is required for them to be considered of value to the business puts organizations in an excellent position to move parts of their platform to the cloud.  Vendors you deal with for any cloud solution can then be held accountable for ensuring the service delivery by your own internal IT Service Management team.

Your ITSM team should know how to measure the delivery, how to ensure costs are in line with expectations and that the vendors are capable of delivering consistently or held accountable when they don't.

So the operational role of IT is changing from managing all the nuts and bolts required to support your business to managing the vendors and support processes required to ensure consistent service excellence.

For more information on how Tony Denford can help your organisation manage it's IT Service Management practice, contact