Service Management Blog – BMC Blogs BMC Software Thu, 23 May 2019 14:36:07 +0000 en-US hourly 1 Service Management Blog – BMC Blogs 32 32 ITIL 4: The ITIL Service Value System (SVS) Thu, 23 May 2019 00:00:58 +0000 Organizations maximize co-creation of value with their customers by facilitating the outcomes they want to achieve. The four dimensions of service management have shown that a holistic approach is the best way for an organization to meet its goals in delivering quality and cost effective services, which meet the needs of its customers, and satisfy […]]]> How Apotex Uses BMC Helix Digital Workplace to Provide Better Self-Service to its Employees Wed, 22 May 2019 00:00:35 +0000 In this Run and Reinvent podcast, Deb Elliot, manager of service management at Apotex, a Canadian pharmaceutical company, and Simon Geddes, senior product manager at BMC, chat about the digital workplace of the future. Below is a condensed transcript of their conversation. Simon Geddes: What’s your role at Apotex? Deb Elliot: I provide leadership, input […]]]> ITIL 4: Service Level Management Tue, 21 May 2019 00:00:48 +0000 The practice of Service Level Management (SLM) gives assurance to the service consumer that a provider will deliver a level of service that meets their needs. The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed […]]]> ITIL 4: Service Desk Mon, 20 May 2019 00:00:32 +0000 The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, […]]]> ITIL 4: Service Request Management Fri, 17 May 2019 00:00:07 +0000 Often, users will require support from the service provider in order to fully take advantage of the products and services on offer. That’s where service request management comes in. A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as […]]]> ITIL 4: Problem Management Thu, 16 May 2019 00:00:22 +0000 Where do incidents come from? Every service has errors, flaws, or vulnerabilities that may cause incidents, which can originate from any of the four dimensions of service management. For example, a piece of software may have a bug, some equipment may have corrupted memory, or a vendor may not have capacity to address service issues […]]]> ITIL 4: Incident Management Tue, 14 May 2019 00:00:08 +0000 Whenever the warranty aspects of a service (availability, capacity, security and/or continuity) are negatively impacted, we require actions to bring them back to agreed service levels in a timely manner that meets stakeholder expectations. These actions are encapsulate in the ITIL 4 practice of incident management. The purpose of incident management is to minimize the […]]]> ITIL 4: Change Control Mon, 13 May 2019 00:00:16 +0000 Change control is a very critical service management practice within ITIL. It is here that we can introduce improvements in services as well as other service management practices. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services. This would typically include changes […]]]> ITIL 4: Continual Improvement Fri, 10 May 2019 00:00:57 +0000 Continual improvement encompasses all elements of the ITIL SVS. It involves aligning an organization’s practices and services with changing business needs, through the ongoing assessment and improvement of each element involved in the management of products and services. Continual improvement applies to the SVS in its entirety, as well as to all of the organization’s […]]]> ITIL 4: ITIL Key Terms Thu, 09 May 2019 00:00:51 +0000 Within the ITIL SVS Management Practices, 8 key terms are fundamental in understanding the practices, as well as how they relate with the service value chain activities. The key terms are: Key Term Definition Management Practice Availability The ability of an IT service or other configuration item to perform its agreed function when required. Availability […]]]>