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Why You Need CSI in Your Business

5 months ago Hutch Morzaria 0
If you have been following our blog for a while then you might have come across a term called ITIL. If you haven’t, then it’s fine as well. We’ll explain it to you in a moment. But first, let’s focus on CSI. CSI stands for Continual Service Improvement and you might have heard this term Read More

What is ITIL CSI?

6 months ago Hutch Morzaria 2
#ITIL #CSI is more than just a buzzword. It is an idea that businesses can use to embrace best practices within their organization. Read More

Why Should You Care About Continual Service Improvement?

7 months ago Hutch Morzaria 0
If you have been following our blog for a while then you might have noticed that I’m a fan of something called ITIL. If you haven’t, then it’s fine as well. We’ll explain it to you in a moment. One of the modules of ITIL is CSI. CSI stands for Continual Service Improvement. If you’re Read More

The Impact To Your Business of “Unplanned Work”

10 months ago Hutch Morzaria 1
You can’t feel it, you can’t see it, you can’t touch it, but unplanned work is silently killing your business. How many times have you finished your day at work, very exhausted yet unable to cross anything off your list of high-priority to do things? This can make you feel robbed. It is impossible to Read More

ITIL Service Catalogs

12 months ago Hutch Morzaria 1
By this point, you hopefully realize that I’m a bit of an ITIL and process junkie! The ITIL Service Catalog is part of the ITIL Service design module, but while it seems very focused on the design side, it has implications in many other areas. Basically, its aim is making sure reliable, accurate information from Read More

WHAT IS A HELPDESK?

5 years ago Hutch Morzaria 0
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss Read More

TO SOURCE, OR OUTSOURCE … THAT IS THE QUESTION!

5 years ago Hutch Morzaria 2
Continuing our discussion about ITIL Service Strategy, lets start talking about Sourcing.  Sourcing is about analysing how to most effectively source and deploy the resources and capabilities required to deliver outcomes to customers. A sourcing decision is key in determining the best combination of suppliers (internal vs. external) to provide the most cost effective and Read More

SERVICE PORTFOLIO MANAGEMENT

5 years ago Hutch Morzaria 0
The Service Portfolio describes the commitments and investments made by a service provider to its customers across all market spaces.  In a nutshell, it states what the company is able to do and how it will do it while also accounting for previously agreed upon commitments.  The Service Portfolio also talks about new products and Read More

TYPE I, II AND III PROVIDERS

5 years ago Hutch Morzaria 0
Service Provider Types  Although most aspects of service management apply for all types, it is important to differentiate between them. The domains of customers, contracts, competition, market, income, and strategy have a slightly different meaning for the different types. Type I- Internal Service Provider :  Type I is a service provider that is embedded within Read More

THE 4 P’S OF SERVICE STRATEGY

5 years ago Hutch Morzaria 0
Competition is extremely fierce in the world of business, only a handful survive, and some can barely keep up with the demands of the times. That’s why it is necessary to have an idea of what it takes to be successful and an integrated strategy to help maintain excellent service results. ITIL discusses at length Read More

ITIL DEFINITION OF SERVICES

5 years ago Hutch Morzaria 1
I think you all know that I’m a big fan of ITIL but sometimes I think it does get overly complicated (despite what I’ve said in previous posts).  Take the definition of services for example: Internal vs. External OK now, I know its not rocket science by any means, but Internal services are those delivered Read More

SERVICE STRATEGY – AN INTRODUCTION

5 years ago Hutch Morzaria 0
Perhaps somewhat self-explanatory, but Service Strategy is the strategy used by a business to execute its business objectives and meet the customer’s requirements.  Utilizing Service Strategy within a business ensures that the business is able to create value for its customers and shareholders by contributing to the value and not just the costs of the Read More