Updated: 45 min 21 sec ago
What is ITIL?
The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for delivering IT services. The ITIL has gone through several revisions in its history and currently comprises five books, each covering various processes and stages of the IT service lifecycle. The ITIL, currently ITIL v3, focuses on business and IT integration, and ITIL certifications can be earned at five levels. ITIL’s systematic approach to IT service management can help businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale and change.
Labor arbitrage and shared services companies have had a perfect marriage over the last 20 years. Then along came the Digital Revolution with new business models and a new construct for services. One component of the digital model construct is DevOps. It makes a significant impact on business services, but it’s important to understand how it changes the picture for labor arbitrage and shared services.
Shared service companies are structured on a functional basis. One way to think about them is they are a stack of functional expertise. In the case of IT, the stack includes such functions as infrastructure, security, application development and maintenance, and compliance. There is a multiple stack hierarchy, with each functional layer having shared service champions responsible for delivering that function cost-effectively at a high level of quality. Labor arbitrage fits perfectly into this equation in that each functional layer uses people, and the work can often be done more cost-effectively offshore than onshore.
In my recent blog entry, I talked about the future of the traditional IT organization and the need for sound governance and processes in the implementation of IT solutions, especially if they are leveraged through cloud and outsourced solution suppliers.
IT service management (ITSM) and IT infrastructure library (ITIL) have become the dominant approach and best practices for operational excellence in most IT organizations. Yet, I question why so many have implemented only four or five of the 26 defined ITIL 2011 processes given the strength and magnitude of guidance that the ITIL IT service lifecycle provides.
IT service management (ITSM) and IT infrastructure library (ITIL) have become the dominant approach and best practices for operational excellence in most IT organizations. Yet, I question why many organizations have implemented only 4 or 5 of the 26 defined ITIL 2011 best-practice processes given the strength and magnitude of guidance in the ITIL IT service life cycle. The front and back door of an IT organization is managing customers and suppliers so, even if you aren’t quite ready to build the IT organization of the future, these practices are equally as important as the more commonly implemented processes of change management and incident management.
This year Rackspace won the Red Hat Innovation Award in two categories: the Cloud Infrastructure and the 2017 Red Hat Innovator of the Year. What sets Rackspace apart from its competitors is the fact that it co-founded OpenStack, along with NASA.
Being there from day one also means Rackspace has seen both sunny and rainy days.
Talking of the sunny days. During the OpenStack Summit (Boston) Jonathan Bryce, the executive director of the OpenStack Foundation, talked about the second generation of cloud, remotely managed private cloud, and Rackspace has already been doing for a while now.
“That's where we've seen growth in our business,” said Thompson, “You can see other vendors in this space trying to provide this as a managed service or as a service type of an offering. Because that's the way I think people are looking to consume complex open source technologies.”
The European Organisation for Nuclear Research (CERN) is upgrading its wireless broadband network in order to support thousands of researchers using mobile devices while moving around its campus buildings.
There are more than 12,000 staff, visiting researchers and contract workers onsite at CERN's physics laboratory in Geneva each day, supporting projects such as the Large Hadron Collider. Around 20,000 mobile devices are used, requiring reliable wifi connectivity.
Having experienced problems with its independent wireless access points in the past, CERN decided to upgrade its network in 2015. "[The aim is to] enable seamless roaming in buildings across the campus and to get people in offices to give up their wired connections and be happy with wifi," says Dr. Tony Cass, who leads CERN's Communications Systems Group Information Technology Department.
A gamble on a relatively unknown technology four years ago is paying off for a logistics company, which is using the software to shave millions of dollars off its bandwidth connectivity costs. Today freight forwarding company JAS Global is leveraging a software-defined wide area network (SD-WAN) to run cloud applications, according to JAS CIO Mark Baker. Eventually, Baker hopes to use the SD-WAN as the backbone of a predictive analytics strategy to grow the business.
SD-WANs allow companies to set up and manage networking functionality, including VPNs, WAN optimization, VoIP and firewalls, using software to program traffic routing typically conducted by routers and switches. Just as virtualization software disrupted the server market, SD-WANs are shaking the networking equipment market.
Welcome to ITSM and Beyond, a new blog inspired by honest conversations with CIOs and the fundamental way they have pursued transformative information technology and IT Service Management (ITSM) strategies.
It must be human nature to attempt to be a prognosticator, since it seems we are constantly trying to predict the future. Sometimes it’s something simple and immediate, such as predicting tomorrow’s weather. Other times we look farther into the future, like trying to predict where our careers will take us. Regardless of what we are trying to predict, if we can do so accurately, then we will make good decisions and be successful in meeting our goals and objectives.
Governance and IT Service Management (ITSM) will become increasingly important to the future of the traditional IT organization.
An effective DNS (Domain Name System) infrastructure is a critical component of system uptime, which is essential to the viability and continuity of web services. For complex websites, a third of page load time can be attributed to DNS lookups. Inadequate or improperly configured DNS can have a potentially catastrophic impact on a company’s online presence.
Greg Downer, senior IT director at Oshkosh Corp., a manufacturer of specialty heavy vehicles in Oshkosh, Wisc., wishes he could tip the balance of on-premises vs. cloud more in the direction of the cloud, which currently accounts for only about 20% of his application footprint. However, as a contractor for the Department of Defense, his company is beholden to strict data requirements, including where data is stored.
"Cloud offerings have helped us deploy faster and reduce our data center infrastructure, but the main reason we don't do more in the cloud is because of strict DoD contract requirements for specific types of data," he says.
In Computerworld's Tech Forecast 2017 survey of 196 IT managers and leaders, 79% of respondents said they have a cloud project underway or planned, and 58% of those using some type of cloud-based system gave their efforts an A or B in terms of delivering business value.
Net neutrality is like a public park that anyone can use. ‘Pay-To-Play’ is a private club that only rich members use.
What happens to the internet when access isn't equal? (Or to paraphrase George Orwell in Animal Farm, "We're all equal, but some are more equal than others").
How could this impact consumers, businesses and non-profits?
“Ajit Pai, the chairman of the Federal Communications Commission outlined a sweeping plan to loosen the government’s oversight of high-speed internet providers, a rebuke of a landmark policy approved two years ago to ensure that all online content is treated the same by the companies that deliver broadband service to Americans”, reports the NYT.
Google and Microsoft are both benefiting from solid growth in enterprise cloud services. Both companies released earnings reports this week that highlighted significant momentum in G Suite, Office Suite, respectively, and more sophisticated cloud platforms for business.
“We crossed a major milestone with more than 100 million monthly active users of Office 365 commercial,” Microsoft CEO Satya Nadella said during a conference call. “Office 365 commercial seats grew 35 percent year-over-year and revenue is up 45 percent.” Microsoft also reported a 15 percent year-over-year gain in revenue from Office 365 and other consumer products. The company ended the quarter with 26.2 million Office 365 consumer subscribers.
Enterprises that try to slow down Microsoft's upgrade train by skipping one of the twice-yearly Windows 10 refreshes will have to hustle to stay in support, according to the company's latest scheduling disclosures.
Corporate users of Windows 10 may have as little as two months to deploy a feature upgrade after passing on the one prior. Only if IT administrators are willing to roll out a consumer-quality version -- one that Microsoft has not yet given the approved-for-business green light -- will they have up to six months to upgrade employees' PCs.
Those limitations come from Microsoft's latest pledge to support any given Windows 10 feature upgrade for 18 months, and the company's long-standing timeline on how it moves each upgrade from development to release, first to consumers and then to commercial customers.