Tag Archives: Incident Management

Jan201217

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Implementing Dynamic IT B2B Infrastructure: Why Real-Time Service Level Monitoring is Essential for Delivery

Implementing Dynamic IT B2B Infrastructure: Why Real-Time Service Level Monitoring is Essential for Delivery

As sourcing deals become smaller and more frequent, it becomes increasingly difficult to track and report on service levels. Recently, I was talking to a customer who said that service level reporting isn’t good enough for delivering great service to their customers, they require service level monitoring. I believe that the direction of IT Service Management and SLA Governance is heading increasingly in this direction of real-time service level monitoring and eventually into the domain of predictive analysis…(Read More)

Nov201130

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Why Simplifying Incident Management Processes with Cloud-Sourcing is like Managing the Contents of a Black Box

Why Simplifying Incident Management Processes with Cloud-Sourcing is like Managing the Contents of a Black Box

Managing incident management in the cloud simplifies ITIL workflow processes, right? From our experience, we’ve seen the number of cloud tools to manage incidents multiply tenfold which means we’re doomed to go through the same boom and bust process as with any new technological wave; first, the period of rapid growth and expansion as everyone hops on the bandwagon and then comes market consolidation period where a few market leaders emerge. So making incident management simple in this case may not, in fact, be so simple and is more like managing the contents of a black box. (Read More)