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  • Laying the business foundation for IT: Selecting an IT service management partner

    Conclusion: Today’s business activities are heavily reliant on constantly commoditising IT functions. Faced with this reality, few organisations would now deny that improving the delivery of critical IT services has a key role in helping to optimise overall business operations. The responsibility for realising the success of this optimisation lies squarely with the CIO and

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  • IT service design is everyone’s responsibility

    Conclusion: Despite being first published over 10 years ago, ITIL service design remains a pain point for both project delivery and service operations teams respectively. The former claims the latter requires the creation of additional deliverables at the point of service transition, while the latter expresses frustration at the lack of attention paid to service design during

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  • Delivering IT-as-a-Service requires an Enterprise Architecture for IT

    Conclusion:When undertaking business-oriented transformation programs, such as the current wave of digital transformation, it is important for Enterprise Architects to develop an EA for IT in parallel – not as a separate or independent IT transformation effort.

    Establishing the EA for IT requires that the IT organisation itself becomes the “enterprise” in

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  • Running IT-as-a-Service Part 16: Constructing IT value chain

    Conclusion: Many IT organisations are perceived by their business units as high cost/low quality service providers. Much of this perception is due to the IT group’s inability to successfully articulate service value, demonstrate cost competitiveness, and

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  • Running IT-as-a-Service Part 13: Maturing the business relationship function

    Conclusion: IT organisations establishing business relationship management to excel at coordinating business and IT strategic matters should assess the current maturity of this role. The rationale is to allow IT to deliver solutions that improve business performance, reduce the cost of doing business and mitigate business risks.

  • Running IT-as-a-Service Part 12: The evolution of Service Catalogues

    Conclusion: The Service Catalogue required by the ITIL framework has undergone several variations during the last 20 years. The rationale was to address the emerging service trends in in-house and outsourced modes of operations. However, while the original service catalogues’ objectives were achieved, they are inadequate in acquiring hybrid Cloud core services

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  • Running IT-as-a-Service Part 11: DevOps is not different from mature ITIL Release Management

    Conclusion: There is debate within the IT industry whether or not DevOps can replace ITIL1. From ITIL perspective, many IT organisations, especially in Australia, have been implementing ITIL processes since 1994 with significant investment in technology and professional services. Hence, it is impractical to just drop ITIL and

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  • Running IT-as-a-Service Part 10: Designing Practical Configuration Management Databases

    Conclusion: Since 1994 many Australian IT organisations have been implementing Configuration Management practices. However, it has been done with limited success when assessed against the key objectives of Configuration Management process and its associated database (CMDB) in terms of service availability and configuration items interdependencies. IT

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