In this video, Instructor Mark Thomas presents how he visually creates a graph to help manage projected Service Outages in order to effectively communicate with the Change Advisory Board (CAB). Video Transcription: The process called change management is a tough one to get down. One of the things we talk about in the ITIL Foundation … Continue reading ITIL – Change Management. Projecting Service Outages for your Change Advisory Board
Whether you are a business analyst, project manager, or software developer, at some point in your career you will most likely be asked to elicit requirements for a new initiative. There are several techniques to accomplish this including interviews, observation, surveys, job shadowing, brainstorming, and requirements workshops to name a few. All of these techniques … Continue reading Three Steps to Conducting Requirements Workshops
This post is from our ITIL 2011 Foundation online video training library. Video transcript: Understanding the Components and Phases of the ITIL Service Lifecycle Instructor: Mark Thomas. The key components to the ITIL lifecycle in Service Management is what we call the ITIL Core. We call those by phase names such as the first phase … Continue reading Understanding the Components and Phases of the ITIL Service Lifecycle
In many of the business analysis courses I teach, I’ve found a common reason people come to training, the number one question I get is, “how do I add value to the organization as a BA?” Expectations vary, but at a minimum, organizations expect some common functions from business analysts. First, a BA is primarily … Continue reading Ten ways to be a more valuable Business Analyst
ITIL 2011 Foundation Module: Service Management as a Practice Title: IT Today, IT Opportunity Instructor: Mark Thomas – Director of Business Services – ITIL, COBIT and Business Analysis Video transcript: IT Today, IT Opportunity As we start to look at Module 3 – Service Management as a Practice. I think it is important for us to look … Continue reading IT today – IT exists because the Business exists.
Watch the Video! ITIL 2011 Foundation Module: Service Lifecycle Title: Main Concepts of the Service Lifecycle Instructor: Mark Thomas – Director of Business Services – ITIL, COBIT and Business Analysis Video transcript: Overview of the Service Lifecycle in ITIL Foundation What are some of the main concepts of the Service Lifecycle in the ITIL framework? … Continue reading Main Concepts of the Service Lifecycle
In part one of this blog series, we discussed Step 1 to my first Service Catalog (Get something out there!). In this part, I’d like to share with your our final three steps. Step 2: Refine the catalog with meaningful information. Once we had a basic catalog launched with key services, we found our first … Continue reading ITIL – Building a Service Catalog in 4 steps, Part 2 of 3
The Service Catalog has, in the last few years, been one of the most popular starting points for most Service Management initiatives. For some companies, it is also one of the hardest things to do. A few years ago I was asked to run the Service Desk for a client on a temporary basis. It … Continue reading ITIL – Building a Service Catalog in 4 steps, Part 1 of 3
ITIL and COBIT instructor Mark Thomas discussed the new features of the latest release of COBIT5 by ISACA. COBIT 5 has new rich capabilities that are useful for organizations of all sizes. Some of these include: A new Expanded Goals Cascade that address Stakeholders needs and builds an end-to-end business perspective. This helps satisfy objectives … Continue reading Video – What’s new in COBIT5? The benefits of Governance of Enterprise IT (GEIT)
I suspect few readers of this blog can say they’ve never had a ticket backlog at the service desk. Ticket backlog is a frustrating situation, and I get asked a lot about some strategies on how to get a better handle on it. Here are some tips and advice to not only reducing the backlog, … Continue reading Ticket Backlog Nightmare! How do I get out of this?