Change management is among the most complex and challenging processes Global 2000 organizations face. Indeed, many IT service quality problems can be linked directly to poor change-management ...

Last week, I discussed my view that business service management and service-level management are really variations on a theme, and that the natural evolution and acceptance of SLM concepts resulted in ...

Earlier this year, I wrote a column about service-level management in the enterprise and asked for your help in understanding changes between the years 2003 and 2004. We conducted a survey that asked ...

IT organisations have historically struggled to harmonise the functions of the IT backroom with the business processes they serve. But as core business operations have become ever more dependent on ...

In recent times, many organizations have found that in spite of their IT departments meeting requisite service levels as stated in IT service level agreements (IT SLAs), business units are still ...

Pressures to decrease cost, increase reliability, and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the ...

What’s in a Service Management Plan? Your email has been sent When should a SMP be drafted? Term for a Service Management Plan Typical content of a Service Management Plan Signatories and sign-offs ...

Ganesh Seetharaman is a managing director at Deloitte Consulting LLP. He leads Deloitte’s Technology Resiliency market offering and is recognized for delivering innovative solutions for his clients, ...

Management elements should include definitions of measurement standards and methods, reporting processes, contents and frequency, a dispute resolution process, an indemnification clause protecting the ...