Service Management Blog – BMC Blogs BMC Software Wed, 08 Jul 2020 05:12:27 +0000 en-US hourly 1 Service Management Blog – BMC Blogs 32 32 Service Availability: Calculations and Metrics, Five 9s, and Best Practices Wed, 08 Jul 2020 00:00:07 +0000 According to ITIL®, availability refers to the ability of a configuration item or IT service to perform its agreed function when required. It is calculated by using this equation: Agreed service time is the expected time the service will be in operation. If your service level specifies that users must have access to an ERP […]]]> Using Mean Time to Identify (MTTI) as a Service Desk Metric Fri, 03 Jul 2020 00:00:07 +0000 The state of ITSM in 2020 is characterized by great workplace upheaval. Millions have been made to work from home and others forced to reconfigure workspaces. This has brought significant strain to IT and particularly the Service Desk, which must reorient to a different model of support—particularly with regard to remote access management and connectivity […]]]> ITIL vs Lean Six Sigma: What’s the Difference? Wed, 01 Jul 2020 00:00:51 +0000 Organizations use ITIL® to create business value and deliver quality IT services. Organizations also use Lean Six Sigma (LSS) for managing overall production and process quality, which in turn creates value for their customers. ITIL is used in ITSM. LSS is heavily used in all processes, from manufacturing to products to services. Traditionally, they comfortably […]]]> How To Build Your ITSM Business Case (Free Template Included) Tue, 30 Jun 2020 00:00:00 +0000 Familiarity breeds comfort—no matter how dysfunctional the situation. Despite your best efforts to communicate the challenges facing your organization and build an indisputable case for change, you face an uphill battle. Not everyone will be enthusiastic about the weaknesses you’ve exposed and the prospect of embarking on a project that radically changes the status quo. […]]]> 1 The State of ITSM in 2020 Tue, 23 Jun 2020 08:19:56 +0000 When I started writing this, COVID-19 was just a whisper on the horizon, something that did not look like it would have an impact in my little corner of the world. How wrong could I have been? ITIL 4® had just been released and its focus on value streams and new ways of working, on […]]]> Impact of Redundancy on Availability Mon, 15 Jun 2020 00:00:10 +0000 When it comes to measuring customer satisfaction, there is no greater determinant than availability of services. Downtime brings disappointment, whether one is filing a tax return, shopping on eBay, or building on Fortnite, as the disruption brings frustration and a loss of benefits and productivity—both personal and business. Recent research from Infrascale revealed that nearly […]]]> Service Desk Mission and Vision Statements: The Basics Thu, 11 Jun 2020 00:00:54 +0000 Does your service desk have a mission and a vision statement? Does it need one? And probably the most common question I hear, what is the difference between a mission and a vision? Let’s start with that. What is a mission statement? A mission statement defines a business’s purpose: what the business is there to […]]]> Who Uses ITIL in 2020? Wed, 10 Jun 2020 00:00:58 +0000 ITIL® is a set of practices that imparts practical and strategic ITSM guidance. (The latest version is ITIL 4.) ITIL is used as a guide to help groups improve the value of their services by focusing on co-creating business value and solving business issues, rather than just improving IT capabilities. Organizations use ITIL as a […]]]> Data is the New Electricity Mon, 18 May 2020 00:00:55 +0000 Humans have observed electricity since we watched lightning in the sky or touched an electric eel. We tried to understand this power for millennia but only relatively recently began to harness it with lights, then motors and beyond. Now electricity is the backbone of our modern society, powering our lives in ways seen and unseen […]]]> IT Governance vs IT Management: Mastering the Differences Mon, 18 May 2020 00:00:20 +0000 Governance versus management—this is a conversation I have been involved in many times over the years, and not just in the IT sphere. Many organizations struggle with drawing a line between these two disciplines. In this article, I attempt to define governance and management and to show where one stops and the other starts. Defining […]]]>