Below are a series of questions that will assist with determining areas where Capacity Management may need to focus attention to improve its maturity. I would suggest that a marking scheme is established to so that it is possible to determine the following: …

Ultimately, we are in business to deliver a service and more often than not the effectiveness of the service is gauged by its overall availability, normally as a percentage. The availability of a service is determined in the Service Design stage and has an impact on how the service is…

The interdependency today between business processes and IT operation is that if IT stops, the business stops. There is a growing demand from the business and its customers, for the availability of IT Services that are time and place independent. Customer loyalty can no longer be relied on, availability and…

Supplier Management plays a key role in Service Management.  It manages Suppliers, typically third party, although some can be internal suppliers, and services they provide to the client.  The aim is to ensure quality, consistency and value for money, in other words, at the right price.  …

Service Level and Supplier Management work together to deliver the various services to the Customer or Business community. Outlined below are the various responsibilities of each area which, together permit the service to be delivered as defined in the associated Service Level Agreement and Service Catalogue.   The…

Organisations are now nearly always dependent on IT services in order to support their business practices and to provide goods and services to their customers. This increased dependency on IT means that services need to be protected from extended unavailability. This is where IT Service Continuity Management (ITSCM) fits in. It…

Discussions on appropriate Information Security for SME's There is increasing pressure building from legislation (for example Data Protection in the UK/EU) and industry Regulations (for example Payment Card Industry - Data Security Standard abbreviated as PCI-DSS) to affect Small and Medium Enterprises (SME's) that previously only really…

Information Security Management in this digital age plays a key role in Service Management.  It must align itself with IT Security and Business Security in order to ensure that information security across the organisation is controlled and managed.   The Information Security Management process includes: …