IT Services Internal Communication

Why use Configuration Management? Gartner says that an average of 80 percent of mission-critical application service downtime is directly caused by people or process failures. The other 20 percent is caused by technology failure, environmental failure or a disaster. Most of us in IT Services are very much aware of high profile downtime incidents in…

We use many two-letter abbreviations and three-letter abbreviations in IT Services (I just used one there). CI is a two-letter abbreviation that you’ll be hearing much more about in the weeks leading up to the roll-out of Service Excellence in Team Dynamix Release 2. You might already be familiar with using the two-letter abbreviation of…

Change Management Roles Happy Autumn — Change is in the air! But who is making the changes and when and why? Here is a brief rundown of the roles involved in Change Management (there may be a quiz): Change Manager Person charged by the CIO to Stabilize the Core — ensure that improper Changes do not reduce the…

You know change is going to happen, and since change is going to happen, you have two choices — manage it or let it happen on its own. Changes that are left to happen on their own never come out anywhere as good as ones that were properly managed. The credibility of IT Services across…

The Service Excellence Release 2 team has been designing our future change and configuration management processes. In this pursuit, we are defining the word “change”, which is critically important in establishing the scope of the change process. Our working definition states that a change is “the addition, modification, or removal of anything that could have…