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ITIL :: View topic - Key building blocks for IT Service Delivery excellence
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Key building blocks for IT Service Delivery excellence

 
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scar3face
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PostPosted: Thu Sep 18, 2008 9:39 pm    Post subject: Key building blocks for IT Service Delivery excellence Reply with quote

Someone posed this question to me today and it got me a'thinkin.

What do you think are the key building blocks for IT service delivery excellence?
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Thu Sep 18, 2008 9:54 pm    Post subject: Reply with quote

An IT department and someone with a gun.

I would love to give a serious answer but I've not got time today...
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UKVIKING
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Joined: Sep 16, 2006
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Location: London, UK

PostPosted: Thu Sep 18, 2008 10:42 pm    Post subject: Reply with quote

And if guns are illegal

A large stick and some one who is not afraid to use it.

TO QUOTE

'I have come here to kick ass and chew bubble gum.'
'I am out of bubble gum'

Rowdy Roddy Piper

They Live
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Location: Newcastle-under-Lyme

PostPosted: Thu Sep 18, 2008 11:03 pm    Post subject: Reply with quote

PPP and a Quality Manager
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JoePearson
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Joined: Oct 13, 2006
Posts: 116
Location: South Africa

PostPosted: Thu Sep 18, 2008 11:37 pm    Post subject: Reply with quote

UrgentJensen wrote:
I would love to give a serious answer but I've not got time today...


Today? I think it's gonna take more than a day to answer this...


An IT department, yes. You've got to have the capability to deliver. And that would include good suppliers and the ability to get the best out of them.

Service delivery excellence must also involve talking the same language as your customer, and taking seriously the concepts of 'customer' and 'service' - walking the talk.

What else? A systems view - you've got to know why and how what you have and what you works, how all the bits work with each other to deliver this magic service. And that includes bits of the system that maybe you don't control - like application development or business projects.

And continual improvement. It's the most important of all the concepts in ITIL.
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UrgentJensen
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PostPosted: Fri Sep 19, 2008 1:18 am    Post subject: Reply with quote

So Joe, you just answered it in a day!

UJ
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JoePearson
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PostPosted: Fri Sep 19, 2008 1:30 am    Post subject: Reply with quote

yes, that is pretty much the final word isn't it. Very Happy Case closed!

... Or not? Wink
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JoePearson
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PostPosted: Fri Sep 19, 2008 1:33 am    Post subject: Reply with quote

btw you still need the gun ... although some companies prefer to call it management commitment!
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UKVIKING
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Joined: Sep 16, 2006
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Location: London, UK

PostPosted: Fri Sep 19, 2008 2:42 am    Post subject: Reply with quote

management involvement and management commitment can be described in the following mannger

If you have a Bacon (steak) and Egg sandwhich,

the chicken was involved

The pig was committed

the cow was committed
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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DYbeach
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Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Fri Sep 19, 2008 9:29 am    Post subject: Reply with quote

It's still International Talk Like a Pirate Day down here, so today I will opt for the cat-o-nine-tails as a motivational tool. Any scurvy dogs not following process will be run through with me cutlass. Avast!
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DYbeach
ITIL V3 Release, Control & Validation,
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"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell
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UrgentJensen
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Joined: Feb 23, 2005
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Location: London

PostPosted: Fri Sep 19, 2008 6:20 pm    Post subject: Reply with quote

International talk like a pirate day... that's just genius. I mean it's so silly that everyone would be in a good mood. World peace!

UJ

(I am hung over - out for work drinks but managed to escape before it got really messy at the Karaoke bar)
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JoePearson
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Location: South Africa

PostPosted: Fri Sep 19, 2008 10:10 pm    Post subject: Reply with quote

Why are pirates called pirates?

... Because they just aaarrrrrrrrrrrrrrrrrrrrrrrr!
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asrilrm
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Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Sat Sep 20, 2008 12:50 am    Post subject: Reply with quote

Huh?
I thought pirates are those who whenever sees an incident or problem would shout: Arr! Arr! Come yer matey! Dinner's readey!
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