My Issue With ITIL

Jean-Pierre Garbani

I received a comment from a Forrester client about ITIL and BSM, and their respective potential influence on each other. Most notably whether BSM was the only mean to implement ITIL.

My background is in process control automation and software engineering, two disciplines firmly grounded in technology and reality. For me, the word "process" invokes a very specific meaning and definition such as CPRET.

CPRET is a mnemonic for the basic definition of process in process engineering: it stands for Constraints, Product, Resources, input Elements and Transformation which are the basic components of a process. In process engineering, a process is a suite of transformations of elements into a given output (product) given a set of constraints and resources. From this definition, we can see that technology has a strong influence on the process: the transformation part is a clear function of the technology available as input and resources in IT are strongly influenced by the technology used. As we mostly deal with information and data in IT management processes, the type of data available is either helping or impeding the transformation part.

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Granted, the regulatory environment is changing. How will this affect us?

Chris McClean

Chris McClean


We are now approaching the half-way point of 2009, and most of us are still trying to figure out the nature and scope of regulations that will descend in reaction to the massive corporate failures of the last 9 months. Considering the hefty burden brought by Sarbanes-Oxley in reaction to — by comparison — less egregious issues, it’s no wonder risk and compliance professionals are waiting with nervous anticipation.

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Bullet-proof BI Business Cases Are Now More Crucial Than Ever

Craig Le Clair

Boris has a few key recommendations for listeners building BI business cases: 

 
- Start with the simplest business cases
- Build to more complex projects based on end-to-end BI components
- Move to build a BI business case with top line benefits
 

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Untamed Business Processes

Craig Le Clair

In this podcast, Craig sets out to define untamed business processes and what business process pros can do to take them on. He also discusses why these processes are different from packaged apps.

http://a964.g.akamaitech.net/f/964/714/1h/www.forrester.com/role_based/images/author/imported/forresterDotCom/Podcasts/BPA/CraigLeClair_Untamed_Business_Processes.mp3

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What Do Green IT, The Economic Crisis, And Best Selling Author, Thomas Friedman, All Have In Common? Poor Accounting.

Doug Washburn

Dougwashburn Consider the following questions posed by Thomas Friedman, New York Times columnist and author of The World Is Flat: A Brief History of the Twenty-First Century, and more recently, Hot, Flat And Crowded: Why We Need a Green Revolution - And How it Can Renew America:

“Was it an accident that Citibank, Iceland’s banks, and the ice banks of Antarctica all melted at the same time?”

“Was it an accident that Bear Sterns and the polar bears both faced extinction at the same time?”

In Friedman’s eyes, no, the recent economic and environmental woes are not accidental or coincidental. He explains that what the “great recession represents, if that what we can call this economic moment, is that both the market and Mother Nature hit wall at same time.” How? Because, according to Friedman, we’ve been using the same accounting system in both worlds that has massively under-priced risk, privatized gains, and socialized losses:

  • In the financial world, credit default swaps were sold without having adequate collateral behind them, gains were privatized to the financial institutions that sold them, and losses were socialized onto tax payers when the credits actually defaulted.
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Post-forum thoughts (one analyst's perspective)

Jonathan Browne

Jon-Browne

[Posted by Jonathan Browne]

How did you like our Customer Experience Forum? Did you come participate in person at the event in New York? Or did you see some of the presentations that we offered as a live stream?

On my way home from New York, I met a friend at LaGuardia airport for a coffee and I enthused about the event to him. He leant forward as if to let me in on a secret: "There's a company that I deal with, that always delivers an excellent customer experience - and you've probably never heard of it."

He proceeded to tell me that three generations of his family rely on USAA for all their financial needs. Boy, was he surprised when I told him who I'd been speaking with earlier... :

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No Honor Among Thieves

John Kindervag

John Kindervag

In the old days criminals like Robin Hood and Don Corleone had scruples. Remember when Don Vito stood up to Virgil "The Turk" Sollozzo and refused to become involved in the heroin trade? The Don stood for honor at the cost of a couple of bullets.

Don+Corleone

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Take Your Time Moving To Process Based Organizations.

Marc Cecere

by Marc Cecere

Marc-Cecere Process based IT organizations have become the rage. These are IT shops that group people around the processes they support, such as software distribution or requirements definition, or by business processes such as claims management. In contrast, traditional shops group people by technologies (e.g. mainframe, desktop), internal customers (e.g. wealth management, retail banking), or geographies (e.g. France, Asia).

There are two types of process based organizations – IT and business. IT process organizations typically follow ITIL for infrastructure and a software lifecycle for applications. Using ITIL, they form groups around process associated with problem management, storage, or configuration management. For applications groups, they may have people dedicated to requirements development, coding or testing. Business process based IT shops are less prevalent but may include IT associated with claims processing in an insurance company or collections in a credit card company.

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The Gateway Recession: What CEOs Will Face Next

We’ll look back on this recession as much more than an ugly economic moment. History will view it as The Gateway — a portal connecting two very different eras.

When the economic clouds clear, many prevailing elites will have been swept away, organizational structures will have fallen, and many who were formerly in control will have lost power. Those who can speak digital will thrive, and those who cannot will finally get the message and retire.

The signs are everywhere. Post-Gateway players: Obama; Amazon; Zappos; Jet Blue; Twitter; Facebook; blogs; Craigslist; broadband; Wikipedia; DVRs and iTunes. Pre-Gateway: GM; The New York Times; the Republican party; shopping malls; print advertising; excessive executive pay; TV networks; boards of directors full of aging plutocrats; and the TV-centered Washington chattering classes. Like the US Civil War, which separated an agrarian society from an industrialized economy, or World War I — a death knell for many European elites — the Gateway Recession is exposing fundamental weaknesses in long-standing political, cultural, and economic institutions.

Here are the new challenges and rules that await CEOs on the other side of that door:

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Calculating The Fully Loaded Costs Of Corporate Email: It's Bigger Than You Think

Ted Schadler

Ted-Schadler by Ted Schadler

Since colleague Chris Voce and I published a pair of reports on corporate email in the cloud (one on the infrastructure and operations and one on the cost of running email on-premises or in the cloud), we have had dozens of discussions with our clients accompanied by detailed cost analyses of the true cost of running email on-premises versus running it in the cloud.

While the cloud-based cost of email is pretty transparent (many providers, including Microsoft and Google, publish their per-user per-month costs), the cost of running email on-premises is often a big mystery to everyone, including most CIOs. The big challenge is that the costs are spread throughout the budget: some in the hardware budget, some in the software budget, some in the storage budget, some in the cost of capital budget, some in the staffing budgets, and so on.

After dozens of these discussions and after a survey of 53 information & knowledge management professionals to ask about the cost of email, it is abundantly clear that few firms know their true cost of running email on-premises. And this matters if you're considering a move to cloud-based email.

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