Category Archives: IT Service Management

9 Steps to consider when transforming service mindset in an IT service operations

By | IT Operations, IT Service Management, IT Services | No Comments

Many times, operationally we achieved “green” Service Level, but in reality, did we delivered service within customer expectation? Have you ever wonder, could this be wrong defined SLA?  Or do we focus too much on SLA and we forgot the most crucial factor that is, customer’s perception and users’ experiences?

Excellence service is the integral part that will reflect your business culture and retention of customers. Hence, the ability to provide consistent high service levels can be challenging. But how can we maintain the ever continuous demands and able to overcome situations and challenges?

In this white paper, we will provide you with 9 steps for you to consider when transforming service mindset in your IT service organization.

IT Assessment & Benchmarking Workshop

By | IT Assessment, IT Service Management, ITIL Coaching | No Comments


ITIL Know where you are doingITIL Pick the right process


How do you know which ITIL processes relevant and required for your organization? Normally, you will read whole book and attend the ITIL foundation course, after which you still wonder – how shall I go about to understand them?

But let me tell you that you can always do it yourself. Why? Because nobody knows your environment like you do. All you need to do is to learn how to assess them.

I am going to organize one day workshop on Basic IT Assessment and Benchmarking where you can learn basic assessment and benchmarking steps. In this 1-day workshop,  we will ignite a continuous improvement behavior in you. This class is only limited to 20 passionate IT executives and I will personally deliver the training. Register you interest by contacting 013-6800120.

p/s I am not selling Manage Engine and this is not Manage Engine training. I am just using its illustration. :-)


Difference Between ITIL® 2011 & ITIL V3 Processes

By | IT Operations, IT Service Management, IT Services, ITIL Coaching | No Comments

Processes – ITIL 2011 vs ITIL V3

Service Strategy – 2 new processes added

1. Strategy Management for IT services – new
2. Service Portfolio Management
3. Financial Management for IT services
4. Demand Management
5. Business Relationship management – new

Service Design—1 new process added

1. Service Catalogue Management
2. Service Level Management
3. Supplier Management
4. Capacity Management
5. Availability Management
6. IT Service Continuity Management
7. Information Security Management
8. Design Coordination – New

Service Transition—1 process renamed

1. Transition Planning and Support
2. Change Management
3. Service Asset and Configuration Management
4. Release and Deployment Management
5. Knowledge Management
6. Service Validation and Testing
7. Change Evaluation- The word Change has been introduced

Service Operation

1. Event Management
2. Incident Management
3. Problem Management
4. Request Fulfillment
5. Access Management

Continual Service Improvement

1.  Seven Step Improvement

Apart from the above 26 processes distributed across five life cycles, there are four functions, which are same as ITIL® V3, namely –

1. Service Desk
2. Application Management
3. Technical Management
4. IT Operational Management

These four functions fall under the Service Operation lifecycle.


By | Customer Experience, IT Service Management | No Comments


Contact Center is Evolving

As companies have made the transition to a multi-channel contact centre, many have arrived there by adding more systems and channel solutions above an already fragmented and siloed infrastructure.

This commonly results in context lost between channels, frustrated agents, high operational costs and dissatisfied customers.

This is where most ‘poor’ to ‘OK’ customer experiences are created.

The simplest and most cost-effective route to ‘good’ and ‘excellent’ customer experiences leverages a single platform as the foundation.

Rather than working to custom-integrate multiple vendor and channel solutions, leverage a unified customer experience platform that delivers customer journey orchestration and optimisation across all channels out of the box.

As a final option, consider leveraging a cloud deployment to deliver great customer experiences ‘as a service’. Companies large and small are increasingly taking the cloud route to speed time to market, increase agility and future proof customer experience operations.

After all, good customer experiences are clearly good for business.

Source: Genesys |


By | IT Service Management, IT Services | No Comments

Amongst many IT Best Practices that our team is specializing on, one of them is called Information Technology Infrastructure Library.

ITIL contains a comprehensive set of best practices that are used to develop and execute IT service management.

It offers a number of benefits including:
– increased competitive advantage through cost reduction, growth, and agility;
– more business efficiency through streamlining of IT processes;
– enhanced IT value through business and IT operational and goal alignment;
– and improved internal customer and user satisfaction.

There are many important things you should know about ITIL, but we would like to share with you only 7 tips:

#1: To be successful, ITIL stresses the need for a strong executive sponsor
Implementing ITIL practices is a culture change initiative. People are going to complain about having to do things differently than they did in the past. You need a strong sponsor to push the change. If you don’t have one, don’t attempt the implementation—or look for limited success.

#2: ITIL is not project management
ITIL does not focus on creating things like projects do. Instead it focuses on delivering IT services to the company.

You need to align with your organization vision statement whenever you want to implement ITIL. Normally, the data and reporting received from implementing ITIL will enable the IT leaders to be an informed decision makers.

#3: Despite its popularity, little content is available on ITIL
ITIL is a set of approaches and best practices. It is a model for IT service delivery. It does contain some processes and templates, but it is not a methodology and does not contain all the implementation details. Companies that want to use ITIL can follow the overall guidelines and then develop the more detailed processes that make sense for the individual organization.

This is where our team can help you with. We assist your organization to develop practical and relevant processes that make sense to your organization.

#4: ITIL is not a tool
You can implement many aspects of ITIL using tools, but tools are not required. If your organization is small, simple templates and spreadsheets may be all you need. If your organization is large, you may need to find appropriate software tools to help.

ServiceNow is a popular tool nowadays. We work with partners that can integrate this tool within your organization.

#5: ITIL is not an all-or-nothing proposition
Since ITIL is a series of approaches in different areas, a company can implement some or the entire overall model. There is no rule that you have to implement everything.

If your organization need to know more about ITIL and how to implement them, our team conducted in-house awareness and coaching session for this purposes.

#6: You can implement ITIL in stages
There is also no rule that you have to implement the entire ITIL model at once. Many organizations implement ITIL in phases over a period of time.

Hence, you need to assess whether “Are you ITIL ready?”. We provide an the “Are you ITIL ready” assessment services for this purposes, so that you organization would not implement a big, white elephant projects.

#7: ITIL is constantly updated
You need to always keep abreast with the changes on the new processes as IT technology constantly evolved and changed. eg. Shadow IT required more governance on enterprise architecture, IT consumerization concentrate on program management office framework for cloud deployment and IT staff colocate with business counterparts.

You can invest your team in getting them certified and losing them in couple of years as they are most sought for and move to other jobs. Or engage us as your partner – we will be here as long as you need us….

ITSM Implementation Roadmap WEBSITE


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