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Celebrating OwlPoint 12-year Anniversary

It’s hard to believe that it has been 12 years since OwlPoint was launched. So much has happened in those years, and I am truly proud of the work our team has done to help our clients.

The importance of Safety Culture in the success of IT

Organizations are increasingly under pressure to deliver continued performance under rapidly changing conditions. News of a false step can travel far and wide in seconds and have significant impact to internal confidence, customer trust and even the organization’s brand reputation. To optimize risk identification and mitigation, organizations need to adopt a “Safety Culture” resulting in a set of shared beliefs, perceptions, and values in relation to risks.

All ITIL 4 Practices Published

A few weeks ago, AXELOS announced that they had completed the publication of all 34 ITIL 4 practice guides.

Making a change: What is the problem you’re trying to solve?

It’s surprising how often a team does not have a clear vision of the problem. Without knowing why you’re implementing ITIL 4, a new ITSM tool, the Change Enablement practice, or an updated form, how will you measure success?

The Four Dimensions of ITIL 4 and the Changing World of Work

OwlPoint’s CEO Mark Blanke describes how ITIL 4’s Four Dimensions can be used to address the new work from home operating environment most of us are having to deal with.

Nothing is constant – except change

Remember the beginning of 2020? Back then – and by “back then” I mean four months ago – we were focused on growth and hitting revenue targets. How quickly we shifted from investing in capabilities and growth, to focusing on reducing operations and minimizing our spend.  This is what happens when we deal with a […]

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. Enter the IT Assessment. To find out more on how to improve, read […]

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 […]

ITIL 4 and the 7 Guiding Principles

Previous versions of ITIL provided the framework for an organization’s IT Service Management capability, but often lacked in offering the guidance needed to successfully implement change and make improvements. With the publication of ITIL 4 in February 2019, the inclusion of 7 “Guiding Principles” looks to fill this gap.

Introducing High-Velocity IT

What is High-Velocity IT?  High-Velocity IT (HVIT) is the application of digital technology to significantly enable businesses where speed (to market, to customers, in general) is critical.  But High-Velocity IT isn’t just about the fast development of digital technology. You need to quickly do the right things, the right way (no cutting corners on utility or warranty of solutions!).    High-Velocity IT enables businesses to become […]

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 […]

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

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 […]

ITIL 3 to 4: From Process to Practice

As mentioned in one of our earlier ITIL 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 […]

ITIL 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: […]

ITIL 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 […]

ITIL 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 ITIL 4 practices 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 […]

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.

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 […]

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. Here is an introduction to ITIL 4 from ITSM […]

A Perspective of ServiceNow's Future

A couple weeks ago, Frank Slootman, CEO and Chairman of ServiceNow, 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 […]

Happy New Year!

As 2016 comes to a close, I have been reflecting on what has been an eventful and successful year for OwlPoint. So let me be for the first to wish you and our team a Happy New Year! We enhanced our ability to deliver exceptional services and support with the additions of several new consultants. […]