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It is important to establish an ITIL service management training program to examine the roles people in the organization will play and the skills (from a process and technology perspective) that they will need to fulfill the specific responsibilities. This is very similar in concept to the ITIL V3 Responsible, Accountable, Consulted and Informed model for things like change management. Once you set up these matrixes, you can deliver very accurate, targeted levels of learning.

There are a few tools and techniques that organizations can use to address the people part of the IT Infrastructure Library (ITIL) and enhance the training process. In ITIL service management you need to create processes like incident, problem and configuration management. However, most of the people who have roles in these ITIL processes have not been involved in developing them. If someone was not part of developing the incident management process, for example, it is harder for them to understand the nuances of the benefits the process delivers and adequately deal with the pressure that comes when this process is kicked off internally. The challenge is to expose your staff members to the ITIL processes and give them... More...

benefits, companies must take a different approach to outsourcing. First, they must determine whether it makes sense to outsource a process in the first place. This requires an understanding of the human and... More...

your question. Let me answer your question by first stating that "outsourcing governance" is not an option -- it's a requirement. In an era where we operate under laws like Sarbanes-Oxley, we can no longer use "ignorance" as an... More...

As Satyam tries to recover, our blogger wonders if the company's troubles have had an impact on IT offshoring decisions...

As the topic of healthcare returns to the national stage, our blogger says standards for electronic health record...

Theories as to why BI SaaS vendor LucidEra will likely shut down are running rampant. Our blogger says look to the past...

Some 38% of IT shops at companies with more than 1,000 employees use PPM software, according to new SearchCIO.com research... More...

IT insourcing, or bringing previously outsourced IT functions back in-house, is on the rise, experts say, as the global... More...

What is the next step in a business intelligence (BI) strategy for a CIO with business intelligence applications... More...

Successfully resuming business operations after a significant business interruption or disaster requires a... More...

Cloud computing is met by many skeptics today, but during the next few years more standards will emerge and most concerns about cloud security and compliance will be addressed. Ten years from now, companies that sat on the sidelines and bypassed the cloud computing movement will find it hard to compete due to higher costs of assets, less flexibility, higher... More...

Outsourcing success depends on much more than creating a solid strategy and selecting a compatible vendor. Ongoing maintenance and management of supplier relationships are the true success factors in achieving long-term outsourcing benefits.

Here are some IT sourcing and procurement dos and don'ts to help you manage your outsourcing suppliers and... More...