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Get used to working from home and having remote employees

A recent article in The Atlantic made it clear that work after COVID-19 will never be the same. A lot of people who never thought they would be working from home – teachers, some medical and mental health professionals, government employees – found themselves doing exactly that. Previously many companies did not encourage working remotely […]

Starting with an Assessment and Roadmap

Organizations often wonder where to start when attempting to improve, and if you follow the ITIL 4 Guiding Principles the answer is, “start where you are”. However, that is just a small part of moving forward to improve maturity and adding capabilities. To find out more on how to improve, read OwlPoint’s article on “The […]

Service Continuity Plans – No Longer A “Nice To Have”

If the COVID19 pandemic taught us anything it’s that a plan to handle everything that can go wrong is no longer a nice-to-have, it’s a need-to-have.  Between natural disasters, rolling blackouts, and supply chain disruptions, Murphy’s Law is now the new normal.  It’s time to make sure your plan is up-to-date and ready at a […]

Announcing the ITIL 4 Readiness Evaluation Tool

As part of OwlPoint’s commitment to ITIL 4, we have developed an ITIL 4 Readiness Evaluation tool.  This free web-based tool will help organizations take the first step in preparing for the updated ITIL Framework.  By answering a set of simple questions about your current organization and capabilities, the app will provide you some feedback […]

Garbage In, Garbage Out: The Importance of Service Desk Ticket Quality

It’s possible that I arrived at the topic of this article after a breakfast which consisted of a doughnut and two cups of coffee. But it does apply to that common issue in IT of poor-quality tickets resulting in poor quality reporting from the Incident Management system, so slightly dusted with powdered sugar, I shall […]

3 to 4: From Process to Practice

As mentioned in one of our earlier 3 to 4 blog entries, ITIL® 4 introduces the concept of a Management Practice. Practices are a main focus of capabilities in the ITIL4 framework, replacing the emphasis on processes as ITIL has in previous iterations of the framework.  Obviously, process does not go away, but a practice […]

3 to 4: The Four Dimensions Model

As mentioned in our previous 3-4 blog article, one of the key components to ITIL® 4 is the Four Dimensions Model.  This model is an expansion of ITIL v3’s 4Ps (People, Process, Platforms, and Partners) or what so many of us just call People, Process and Tools.  ITIL 4 formally defines the Four Dimensions as: […]

3 to 4: The ITIL Service Value System

IT Service Management has always been focused on providing value to the business through the delivery of IT Services. The ITIL 4 framework moves away from the Version 3 IT Services Lifecycle and introduces two key components:  The Service Value System (SVS) and the Four Dimensions Model.  In this blog we will describe the SVS […]

3 to 4: ITIL 4 Practices

When ITIL 4 was first introduced, many asked the usual question “what is different?”.  I know I quickly looked to see what processes had changed.  This is probably a typical reaction for many of us process people.  For those of us who have lived the history of ITIL, we usually focus on the process first […]

AXELOS – How to transition from ITIL v3 to ITIL 4

From AXELOS- Watch our short animation that shows how professionals can transition from ITIL v3 to ITIL 4. Click to see video

ITIL 4 has finally arrived. Is it enough to bring the framework back to relevance?

Rather than attempting to rewrite the ITSM playbook, the latest iteration of ITIL has instead been packaged as more an expansion on the previous generation. Read full article here

Five IT and Business Strategy Alignment Considerations

I’ve noticed a trend over the last few years around the democratization of strategy and it’s effect of IT and Business strategy misalignment. Not “Big S” strategy, but rather the explosion of all sorts of “small s” strategies. Cloud Governance strategies, Enterprise Architecture strategies, DevOps strategies, Customer and User Experience strategies and on and on. […]

Introducing 3 to 4 in 3 to 4

I am excited to announce our new blog dedicated to introducing ITIL 4.  Our goal is to provide you quick tidbits of information on how ITIL 4 differs from the previous version of ITIL, known as ITIL V3 or ITIL 2011.  We plan to do this in 3 to 4 paragraphs and, therefore, we are naming […]

Mapping your Journey to ITIL Island

Whether you are new to ITIL, Captains of ITIL 3 – or somewhere in between, this webinar is for you. Mark Blanke, CEO of OwlPoint, shares 5 practical steps to map where your organization is today and how to plan for your journey.

ITIL 4 Webinar – Introduction to ITIL 4

ITSM Academy shares, at a high level, key ITIL 4 concepts and how those concepts support the management of modern IT services. If your organization is leveraging agile, lean and DevOps practices, you will like what you see in this current evolution of the ITIL framework. Click here to watch video

AXELOS – Welcome to ITIL 4

ITIL 4 expands on previous versions of ITIL by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial […]

Do you have what it takes – to be a successful CIO?

When speaking to a number of currently successful CIOs, there are a few reoccurring attributes that exemplify the qualities needed to be a successful CIO in the future.

What does it take to be a successful CIO? | CIO Magazine

The CIO role requires an unusual ability to be both a big picture strategist and an execution oriented leader who can pay attention to details. It also helps to be surrounded by good people with a diverse skillset.

Where does innovation belong in the IT Organization?

Where does innovation belong in the IT Organization?

A glimpse into the future of the IT organization

READ MORE: As companies continue to depend more on cloud platforms and outsourced services, the role of an IT organization is changing.

Two ITIL processes that will protect your existence

READ MORE: Why have many organizations implemented only four or five of the 26 defined IT infrastructure library (ITIL) 2011 best-practice processes given the strength and magnitude of guidance in the ITIL IT service life cycle?

A Perspective of ServiceNow's Future

A couple weeks ago, Frank Slootman, ServiceNow’s CEO and Chairman, announced he’s leaving his post as Chief Executive Officer, yet remains as Chairman of the board.  To replace Slootman, the Company is bringing in John J. Donahoe as their new CEO, probably for his Silicon Valley type experience and new ideas to help achieve ServiceNow’s […]

Happy New Year!

As 2016 comes to a close, I have been reflecting on what has been an eventful and successful year for OwlPoint. We enhanced our ability to deliver exceptional services and support with the additions of several new consultants. Our business operations and marketing department also added several key people. Each person has brought a wealth […]