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Web 2.0 and ITSM

RSS Feeds in ITIL Change Management: The Approval Push & Notification Pull

As part of a large scale ITIL Change Management implementation, we headed into the issue of notifications and approvals. Within the existing environment, support groups were made change approvers in two scenarios -

1. If the support group needs to explicitly approve a change i.e. there is an impact on the system being managed by that group

2. If there is an outage on a dependent application / component that this group needs to be aware of, although there is no explicit action expected from them

The inclusion of the second instance essentially bloated the number of "real" change approvers on any change and on average we found 70 approvers for any change request! Now, that is a huge number by any stretch of imagination however large and complex the organization.

So, where does the Web 2.0 thingy fit in?

we are in the Web 2.0 world. Wouldn't it be nice if there was a -

1. Push mechanism for approvals - For all changes requiring my explicit approval based on impact assessment, I continue to get notified (e.g. through email).

2. Pull mechanism for notifications - And since we still want to be aware of outages / changes happening on an outlying dependent system / component but don't need to take an explicit action, all we do is subscribe to the RSS feed for specific tags that include that component.

So all we do is just action of approvals and be informed of outages.

A small productivity increase in terms of time and effort saved - say a very conservative 3 minutes to open that email, go to the Change tool, read up the change and do a very initial evaluation. And when you multiply those 3 minutes by the average number of changes (say 4000 per month) and numbers of approvers/notifiers (reduced to say 15 - still a conservative estimate) - that works out to at least 3000 person-hours each month!

The Benefits of ISO 20000 Implementation

Implementation of ISO 20000 brings with it many benefits and advantages. These will fo course differ from organization to organization. However, the following list is a pretty good representation of the common results:

1. Alignment of information technology services and business strategy.

2. Creation of a formal framework for current service improvement projects

3. Provides a benchmark type comparison with best practices

4, Creates competitive advantage via the promotion of consistent and cost-effective services.

5. By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture.

6. Supports 'interchanging' of service providers and staff by virtue of the creation of inter-enterprize

operational processes.

7. Reduction of risk and thus cost in terms of external service receipt

8. Through the creation of a standard consistent approach, aids major organizational changes.

9. Enhanced reputation and perception

10. Fundamental shift to pro-active rather than re-active processes

11. Improved relationship between different departments via better defninition and more clarity in terms of responsibility and goals.

12. Creation of a stable framework for both resource training and service management automation.

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Web Analysis Tools Google Analytics Adobe's Omniture IBM Coremetrics Webtrends http://ec2-54-243-127-209.compute-1.amazonaws.com The stages of this new PDCA 2.0 should be analogous to the traditional PDCA cycle: www.rivengear.com Plan – create the IT infrastructure to support the collaborative world of the Enterprise 2.0 Do – analyze previously recorded content with business intelligence tools (e.g. text mining and web analytics) for extracting patterns of behaviour by the users. This data can be used for the improvement of not only business processes and services, but also the IT processes and services that support them. Check – listen to the users using tools that can record, in a structured way, the content of forums, blogs and other forms of user interaction. Act – implement the improvements of the IT processes and services that can be taken into account in the context of the existing IT infrastructure and all the agreements already contracted (SLAs, OLAs and UCs) with the internal clients.

When looking for a web analytics solution, here are a few things to consider: How do they charge? Can you reanalyze data if you decide to change something? Can you reanalyze subsets of your logs for more focused views? How many page views per month can the solution track? Can you accomplish your goals with free web analytics? What types of data collection options are available? What is the total cost of ownership? Can you integrate with other sources of data?

WebAnalytics

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Cricket Review The objective of Web Analytics is to first and foremost improve the experience of online customers, it is not a technology to produce reports; it is a virtuous cycle for website optimization. The process proposed will enable companies to create a powerful data-driven culture, to measure customer interaction with the website, to segment visitors and understand how each group behave, to analyze campaign Return On Investment (ROI), and to optimize the website in order to increase profitability.

Site Catalyst It is an Adobe /omniture’s software as a service application which offers web analytics. Site Catalyst helps marketers quickly identify the most profitable paths through their Web site, determine where visitors are navigating away from their site, and identify critical success metrics for online marketing campaigns. Site Catalyst is part of the Omniture Online Marketing Suite of applications for online business optimizations.

Digital Marketing is the pratice of promoting products and services using database-driven online distribution channels to reach consumers in a timely, relevant, personal and cost-effective manner.

Podcasts refer to any audio, video or digital media that is distributed to any computing device (i.e. portable media players or personal computers) on a regular or demand basis. The word podcast is similar to ‘broadcast’ in that the term can refer to the content itself or to the method used to distribute the content.

RSS (Rich Site Summary) is a format for delivering regularly changing web content. Many news-related sites, weblogs and other online publishers syndicate their content as an RSS Feed to whoever wants it. It allows you to easily stay informed by retrieving the latest content from the sites you are interested in. You save time by not needing to visit each site individually