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of organisations have a knowledge management program in place.
Source - The State of User-Facing
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Process Management , Strategy Management
ITIL Framework , Governance & Risk Management , Planning – Strategic, Tactical & Operational
Business objectives , service management , standards , best practice , frameworks , achieving goals , governance
Problem Management - The Game Changer, The Value Creator , Outsourcing Security to the Cloud: As Safe as Burying Treasure Near a Pirate , How Many ITIL Experts Do You Need to Change a Light Bulb? , DevOps and ITIL: Mortal Enemies or BFFs? , BYOD & ITSM: What you need to know
An IT service management program must be aligned with an organisation's broad business objectives
The value of implementing an IT service management (ITSM) program is clear. Leveraging good processes in the enterprise IT environment to manage and measure incidents, problems, changes, service levels and risks is an almost ubiquitous objective of internal and external organisations providing IT to the business.
In the war between control and chaos in IT, the battle for acceptance of dedicated ITSM teams using international standards, best practice frameworks and specialist toolsets has largely been won.
Most medium to large IT organisations have ITSM programs that either fully or partially embrace frameworks such as ITIL (ITSM), PRINCE2 (project management) and/or CoBIT (IT governance).
When implemented well, processes built in alignment with these guidance manuals are proven to work. They save money, create efficiencies and introduce structure. They also help define roles and responsibilities, facilitate metrics for benchmarking and continual improvement and introduce higher levels of accountability to IT investment. <complete CIO ITSM article>
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