ITSM
How Digital Transformation is Disrupting IT Service Management
3 min read
Part 1 of 2 Tackling the planet’s largest, most fearsome waves motivates surfing pros to take terrifying risks. Take Carlos Burle, a Brazilian big wave surfer, who unofficially...
Your New Year’s Resolution for 2016: Start with a Cisco Domain Ten Workshop
2 min read
A few years ago, I wrote a series of blogs on Cisco’s Domain Ten(SM) framework. Since then, we’ve used this simple yet powerful analysis tool to help guide many customers on data center and IT transformation projects. I personally found it quite notable that leading market analyst firm IDC, recognizing Cisco as the worldwide leader […]
How Do You Manage the Cloud with ITIL?
3 min read
ITIL is simply a set of best practices for IT service management (ITSM). Over many years, IT practitioners have followed ITIL to manage the lifecycle of traditional IT-services. However, with the rise of cloud services, it’s changing how we launch, support and retire services. With it, comes the question about how relevant ITIL is: “Can […]
Active SLAs – New Approach for Multi-sourcing Governance
3 min read
Last month, I attended the International Association of Outsourcing Professionals (IAOP) Outourcing World Summit in Phoenix, Arizona. I had the chance to glean fresh insights from industry-leading practitioners and get a global view from sourcing executives. Though there has been an evolution in the outsourcing industry, one thing has not changed: outsourcing is a winning […]
SIAM: the next ITIL?
2 min read
The acronym SIAM stands for Service Integration And Management, and it is a hot topic in the world of IT Service Management…..but why? Service integration models have been around awhile, but are evolving from the challenges of managing a small number of large service partners to a model of managing a larger number of smaller […]
Introducing the Cisco IT eStore and a Service Catalog for BYOD
2 min read
Cisco IT has always encouraged employees to use the tools that help them work most efficiently from anywhere on any device. As the range of IT services we offered has increased, we noticed that the process of acquiring the various tools became complex and confusing. We had a number of different internal sites (aka “stores”) […]
Introducing Cisco Prime Service Catalog – Focusing on User Experience
3 min read
When was the last time you turned on your new gadget, opened an app, or logged onto a website and found that you needed to attend a training course before you could use it effectively? At times, we in the IT industry fall into the trap that we need the most advanced technical capabilities. After […]
The path to mature Infrastructure and Operations is through culture?
3 min read
As the Gartner Data Center conference in Las Vegas, NV closes, I can’t help feeling a bit of irony in bearing witness to the contrast in culture and atmosphere that this city encompasses relative to the experience many of us have interacting with Information Technology organizations today. Moving any taboos about Vegas aside, the experience […]