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Enterprise & IT Service Management (ITSM)

Enterprise & IT Service Management (ITSM)
Benchmark study on IT Service ManagementBenchmark study on IT Service Management

When it comes to ITSM, how does your organization benchmark against your peers? In this study, we help you evaluate how you stand on the top 13 key areas of ITSM.

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How do you approach data quality issues within your ITSM framework?

Top Answer: First of all you must assume that ITSM is not perfect. Not even the data. On the other way you will need efficient and well qualified resources.  Data is always tough to correct but is doable

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If you are a current SAP customer, when do you plan to migrate to SAP S/4HANA?

Top Answer: No plan to migrate soon.

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Testing
If you had a magic wand - what's the #1 daily business challenge you'd eliminate?

Top Answer: Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.

When beginning an ITSM program, what are the metrics to focus on for measuring change management?

Top Answer: Number of resources used Reduction in resource due toITSM processes Reduction in percentage of tickets

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Have you productized your IT Service Delivery Function?  How did you go about it, could you share any reference articles? I'm struggling with the idea of Agile in my very IT Operations/ITSM world (ITIL).

Top Answer: We move to service now,using their “Agile” way ( built in AIops ,Machine learning and predictive intelligence)for daily operation , trends and reporting .

Corporate ApprovalsCorporate Approvals

This report was created to help over 200 IT Executives understand how corporate approvals were being carried out today and to highlight the key painpoints across IT departments.

How do you test before patching servers’ OS? Please share best practices for avoiding a critical system disruption. (Ex.: Would you use a set of test servers covering all OS flavors, or test its compatibility for every tool & software before applying?)

Top Answer: For physical servers testing, we have the same models that are in production preinstalled with various OS versions, and we deploy the updates on them first. These are not production servers, and they are purely for patching testing in alpha, beta, and gamma groups. Once updates pass with no issues, we continue to deploy in production. Production servers are further grouped by size and time zone, so we update them in groups. Every night one group gets the update. We monitor how it goes and correct it if necessary. Before any updates are applied, the backup is tested. If you use a 3rd party tool for patching, the vendor usually tests the updates before making them available to you, so they are not directly from the OS vendor. While the pathing vendor can't try everything, they go through a basic functionality test, and you do specific tests that are important for you. A similar principle is applied to VMs and desktops/laptops. Reach out directly if you want more info. I have experience continuously patching thousands of servers spread across North America.

Should acquisitions only be managed by individuals with previous experience?

Top Answer: Experience matters in the context of an acquisition. If you have a bunch of novices taking a company through an acquisition, you can expect a lot of hiccups and in the worst case scenario, the deal could fall apart. Finding ways to appropriately streamline your due diligence (DD) and integration processes is key because there are a couple ways that acquisitions can go right and a ton of ways that they can go wrong. Integration is a bigger problem on the back end because you can end up in situations where the deal was done 10 years ago and we still haven't integrated all of their systems, processes or teams. There are all of these downstream pieces that come into play, and it all centers around finding ways to efficiently manage the DD and integration processes.

What advice would you give IT organizations who are overloaded with requests?

Top Answer: Our organization is forward-thinking in terms of their KPIs, so we have invested in visualization tools to create a self-service business intelligence (BI) interface. Otherwise, users will keep coming after you for one piece of data or another. We’ve chosen tools that give people that opportunity to roll up, drill down, etc., at their own level. If people don’t have that ability, you will have a lot of requests coming to IT, and then IT can’t do what it’s supposed to do at that point in time.