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itSMF Slovensko je uznávaná profesijná organizácia v oblasti riadenia IT služieb podľa ITIL®. Získajte prístup k vedomostiam, ktoré sa stanú návodom ako k zlepšiť výkonnosť a kvalitu vašich IT služieb a využite ďalšie z množstva výhod členstva.

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ITSM články a publikácie

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Managing People Resource Liquidity

All organizations have the problem of ensuring that people with the right skills are available at the right time. Top-down planning is not very effective in identifying the real skills we need, and says nothing about how often we need them or their priority. But we can leverage kanban to provide a very low overhead, pragmatic way of identifying missing skills and developing our people. 

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BPMN & service management

There are many advantages to using BPMN notation for designing, testing and documenting service management processes, ranging from simplicity to automation. The details are here.

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Service processes versus manufacturing processes

Practices such as Lean and Six Sigma were developed in a manufacturing context. They may be used for services, too, but there are some significant differences. You may read about them here.

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Three process architecture principles

I provide here a summary of some of the underpinning principles I have used when helping organizations to structure their processes. These principles concern relating outputs to processes; relating activities to processes; and deciding when a process should stop.
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The Minimum Viable Process

What does it mean to make a process as simple as possible, but no simpler? The minimum viable process can be used as a very lean approach to defining and improving processes. 

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Process Compliance Metrics

Measuring a process' compliance is more complex than measuring its effectiveness or efficiency. I examine the question of what process compliance means and the issues related to measuring compliance. 

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Problem Management Metrics

How do you measure a process when its major effect is to ensure that something does not happen? How do you measure the fact of having zero incidents? A lean approach to management gives us an objective means for measuring a process, when success means less, rather than more. 

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Riadenie IT služieb v ISO normách

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Outsourcing IT služieb včera, dnes a zajtra

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Ako na Request fulfillment

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