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id="sldtext">1 - 4</span><span style="font-size:14px;"> of 8</span>) </span></div><div id="arrow"><a href="javascript:;" class="left_cntrl_top"><img src="/images/arrow1.png" alt="left" border="0" id="arr1"></a></div> <div id="slideInner"><div class="content" style="display: block; margin: 0px auto; width: 100%;" id="content_1"> <div class="box1" id="huge"> <div class="senior"><a href="https://it-service-management.cioapplications.com/cioviewpoint/meeting-today-s-itsm-challenges-nid-3699.html?utm_source=google&utm_campaign=cioapplications_topslider" target="_top"><img src="https://www.cioapplications.com/newstransfer/upload/kd8uz346.jpg" alt="Meeting Today's ITSM Challenges" title="Meeting Today's ITSM Challenges" border="0"></a></div> <div class="senior1"><h3><a href="https://it-service-management.cioapplications.com/cioviewpoint/meeting-today-s-itsm-challenges-nid-3699.html?utm_source=google&utm_campaign=cioapplications_topslider" target="_top" class="Georgia16" style="text-decoration:none;"> <span style="">Meeting Today's ITSM Challenges</span> <br> </a> <span class="Verdanabold" style="color:#000;font-size: 12px;font-weight: normal;">Raymond Lefebvre, VP IT & CIO, Bridgewater State University</span> </h3></div> </div> <div class="box1" id="huge"> <div class="senior"><a href="https://it-service-management.cioapplications.com/cioviewpoint/lessons-learned-in-30-day-trials-of-it-services-nid-3690.html?utm_source=google&utm_campaign=cioapplications_topslider" target="_top"><img src="https://www.cioapplications.com/newstransfer/upload/o2w5fencore450.jpg" alt="Lessons Learned in 30 Day Trials of IT Services" title="Lessons Learned in 30 Day Trials of IT Services" border="0"></a></div> <div class="senior1"><h3><a href="https://it-service-management.cioapplications.com/cioviewpoint/lessons-learned-in-30-day-trials-of-it-services-nid-3690.html?utm_source=google&utm_campaign=cioapplications_topslider" target="_top" class="Georgia16" style="text-decoration:none;"> <span style="">Lessons Learned in 30 Day Trials of IT Services</span> <br> </a> <span class="Verdanabold" style="color:#000;font-size: 12px;font-weight: normal;">Jeff Cann, Chief Strategist and CIO, Encore Electric, Inc</span> </h3></div> </div> <div class="box1" id="huge"> <div class="senior"><a href="https://it-service-management.cioapplications.com/cioviewpoint/revamping-the-federal-it-ecosystem-nid-2523.html?utm_source=google&utm_campaign=cioapplications_topslider" target="_top"><img src="https://www.cioapplications.com/newstransfer/upload/to7fca7450.jpg" alt="Revamping the Federal IT Ecosystem" title="Revamping the Federal IT Ecosystem" border="0"></a></div> <div class="senior1"><h3><a href="https://it-service-management.cioapplications.com/cioviewpoint/revamping-the-federal-it-ecosystem-nid-2523.html?utm_source=google&utm_campaign=cioapplications_topslider" target="_top" class="Georgia16" style="text-decoration:none;"> <span style="">Revamping the Federal IT Ecosystem</span> <br> </a> <span class="Verdanabold" style="color:#000;font-size: 12px;font-weight: normal;">Edward Rodden, CIO, SugarCreek</span> </h3></div> </div> <div class="box1" id="huge"> <div class="senior"><a href="https://it-service-management.cioapplications.com/cioviewpoint/accelerating-the-digital-transformation-with-cloud-computing-nid-2522.html?utm_source=google&utm_campaign=cioapplications_topslider" target="_top"><img src="https://www.cioapplications.com/newstransfer/upload/xekeha6450.jpg" alt="Accelerating the Digital Transformation with Cloud Computing" title="Accelerating the Digital Transformation with Cloud Computing" border="0"></a></div> <div class="senior1"><h3><a href="https://it-service-management.cioapplications.com/cioviewpoint/accelerating-the-digital-transformation-with-cloud-computing-nid-2522.html?utm_source=google&utm_campaign=cioapplications_topslider" target="_top" class="Georgia16" style="text-decoration:none;"> <span 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line-height: 31px; font-weight:600; margin:3px 0;">ITSM - The Most Important Acronym in the IT Organization</h1> <p> Mark Szkudlarek, Vice President Information Technology, Novelis</font></p>  <div id="innovation"><table width="592" border="0" style="border-bottom:0px; border-left:0px; border-right:0px; border-top:0px;"><tbody><tr><td valign="top" align="left" style="border-bottom:0px; border-left:0px; border-right:0px; border-top:0px;display: inline-flex;"> <div id="conference" style="width: 66px;"> <a href="https://twitter.com/share?text=ITSM - The Most Important Acronym in the...#cioapplications via @CIOApplications&url=https://it-service-management.cioapplications.com/cxoinsights/itsm-the-most-important-acronym-in-the-it-organization-nid-7543.html?utm_source=google&utm_campaign=cioapplications_topslider" class="twitter-share-button">Tweet</a> <script>!function(d,s,id){var js,fjs=d.getElementsByTagName(s)[0],p=/^http:/.test(d.location)?'http':'https';if(!d.getElementById(id)){js=d.createElement(s);js.id=id;js.src=p+'://platform.twitter.com/widgets.js';fjs.parentNode.insertBefore(js,fjs);}}(document, 'script', 'twitter-wjs');</script> </div> <div id="conference"> <div id="attend"> <script src="//platform.linkedin.com/in.js" type="text/javascript"> lang: en_US </script> <script type="IN/Share"></script> </div> </div> <div id="conference" style="line-height: 0px;"> <div id="fb-root"></div> <script>(function(d, s, id) { var js, fjs = d.getElementsByTagName(s)[0]; if (d.getElementById(id)) return; js = d.createElement(s); js.id = id; js.async=true; js.src = "//connect.facebook.net/en_US/sdk.js#xfbml=1&appId=488639531237057&version=v2.0"; fjs.parentNode.insertBefore(js, fjs); }(document, 'script', 'facebook-jssdk')); </script> <div id="conference"> <div id="attend"> <div class="fb-share-button" data-href="" data-type="button"></div> </div> </div> </div> <div id="conference" style="width: 100px;"> <div id="conference"> <div id="attend"> <div class="g-plusone" data-annotation="none"></div> </div> </div> <script type="text/javascript"> (function() { var po = document.createElement('script'); po.type = 'text/javascript'; po.async = true; po.src = 'https://apis.google.com/js/platform.js'; var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(po, s); })(); </script> </div> </td> </tr></tbody></table> </div>  <div id="borderlinestyle" style="margin-top: -31px !important;margin-bottom: 10px;"><img style="width: 100%;" src="https://www.cioapplications.com/images/line.png"></div></div> <div class="col-md-12" style="padding-left: 0px;padding-right: 0px;"><div class="section" id="desc_part"> <div class="section"><div class="col-lg-5 col-md-5 col-sm-5"><div class="text_style para-space"><div class="news-float"> <img src="https://www.cioapplications.com/company_logos/6yy09.gjghj.jpg" alt="content-image" style="margin-right:10px; margin-bottom: 10px;" class="news-img-col news-img-col2" /><p class="head-new" style="font-size: 14px;font-weight: bold; color: #000; border-top: 1px dotted rgb(221, 221, 221); border-bottom: 1px dotted rgb(221, 221, 221); clear:left; line-height: 20px;">Mark Szkudlarek, Vice President Information Technology, Novelis</p> </div>Information Technology Service Management (ITSM) is the “What”, the Governance, the Process to delivering IT value. It doesn’t matter what the organizational structure looks like, solid line or matrixed, insourced or outsourced, global or regional, hundreds of locations or just one. ITSM is the end-to-end, strategic process where we plan, design, deliver, run and manage the lifecycle of IT applications and services.<br /> Typically, most organizations have the Runwell defined, using a framework like Information Technology Infrastructure Library (ITIL) to define the “How”. There is a common understanding of Incidents, Service Requests, Problems, Changes, Service Catalog, and a Configuration Management Database (CMDB).</p><p>IT can Design and Deliver solutions, sometimes with the help of a partner or with the team around us. The “How” is defined by a project methodology. You might leverage a partner’s methodology or develop one specific to your organization. It may support Agile, Waterfall, or both to deliver solutions. Each has pros and cons based on the type of development, the solution, and the speed to market required.</p><p>A common pitfall is the handoff from the Project Team to Operations. If you hear comments like thrown over the fence, the Operations team was surprised or identify key items were missed, but only discovered after go live…you may have a problem. For the last decade, I have had an Architecture Review Board (ARB) to define IT standards and conduct design reviews. This was an opportunity for the architects to present their designs to a group of peers across IT. The group consisted of architects, application, database, hosting, network, security, end-user compute, and operations people. If you are a global company, the team needs to be global. This allows us to get as many eyes on the design, ask questions to validate key components, and challenge (in a positive way)to ensure we have the best design based on the IT standards before the build process begins.<br /> </div></div><div class="col-lg-7 col-md-7 col-sm-7"><div class="text_style">This review, required by the project methodology and to pass a tollgate, created alignment and gave the organization visibility to the projects in the pipeline. It was an opportunity to grow the entire team of architects and gave operations a voice into the process early on. When new topics were discussed in the ARB, we incorporated them into the design document so the next project would receive the benefit. Yes, continuous improvement. My current company is much larger, so we have an Executive ARB that reviews and approves standards with the Global IT Leadership Team and a Technical ARB that reviews the project designs. Some companies have introduced DevOps or SecDevOps to create a culture or working practice to ensure the conversation between the project teams and operations happens.</p><p><div class="quote"> <blockquote style="margin-left: 0px;padding: 10px 10px 10px 10px;"> <div class="quote-inner"> <p class="says">The secret to ITSM is how to optimize the individual parts while ensuring they work well together</p> </div> </blockquote> </div>Let’s jump back to where it begins, with the Plan. Ideally, this starts with an IT Strategy that aligns to the company’s vision, mission, and strategy. At a minimum, it’s a list of priorities that align and support the business objectives. It’s implied, but IT is also responsible to optimize the cost to deliver IT services, ensure we meet or exceed service level agreements (SLAs) the business has agreed to fund and keep our employees and the company’s data safe. This last point is more relevant today as the landscape continues to evolve, threat actors have become more creative, attacking all industries and, most recently, the IT supply chain.</p><p>Fast forward to Manage the Lifecycle; this part is often forgotten, but I find myself spending more and more time here. Ensure you think about the solutions critical to the business that require attention: the 20-year-old ERP where the employees who support it and know the business processes are retiring in the next few years, the server or solution no longer supported by the vendor, self-service tools developed by the department but not formally supported by IT or the shop floor where you will find the most vulnerable systems.</p><p>The secret to ITSM is how to optimize the individual parts while ensuring they work well together. It’s an end-toend process that needs to be aligned across the organization, well-understood by IT employees and partners, but also by the business. Communication is a key ingredient to the success of ITSM. IT Leaders must speak the same language, share key messages, support and demonstrate they understand the process. I was fortunate early in my career to work in consulting and then at a very large global company which showed me how things can work and at scale. When you have seen it work and realized the benefits, it is much easier to know what you are building. As you introduce change, recognize most people will not have seen it before or understand the benefits.</p><p>Because of this challenge, the “Why” is more important than the “What”. If you really want to transform the organization, everyone needs to understand the Why, the reason they need to change. One approach is to solicit feedback from the people who work in the organization. It is important to understand what is working and leverage that as a strength, identify what should be stopped and stop it, and also identify what should start to understand what should be changed. Once you identify the Why, then ITSM can begin transforming the organization.<br /> </div></div> </div> </div> </div></div> <style>#riz { float: left; margin-right: 30px; margin-top: 8px; }#riz h3 { display: inline-block; position: relative; padding: 0 14px; margin: 0; height: 27px; font-size: 11px; font-weight: normal; letter-spacing: 0.2px; line-height: 26px; text-transform: uppercase; background-color: #43A3D6; color:#fff; border-radius: 0px; margin: 2px 0 7px 8px;}</style> <section class="tag"> <div id="riz"> <img src="/images/tag_img_30_30.png" alt="tag" style="float:left;"/> <a href="https://www.cioapplications.com/itsm/"><h3 class="title">ITSM</h3></a> <a href="https://www.cioapplications.com/information-technology/"><h3 class="title">Information Technology</h3></a> <a href="https://www.cioapplications.com/review/"><h3 class="title">review</h3></a> <a href="https://www.cioapplications.com/erp/"><h3 class="title">ERP</h3></a> </div></section> </div> <script 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domain = email.replace(/.*@/, ""); domain = domain.toLowerCase(); if (emaillist.indexOf(domain) >= 0) { $("#sm").css({"color": "#bf0a0abd", "font-family":" Trebuchet MS"}).text("Please enter only Business email address."); $('#email').css({"border-color" : "#ef5d7a"}).focus(); return false; } $('#email').css({"border-color" : "green"}).focus(); $('#load').show(); $("#sm").css({"color": "green", "font-family":" Trebuchet MS","background-color": "#d6f5d6", "border": "1px dotted green","float":"left"}).text("Submitting Your Details..."); $.ajax({ type:"post", dataType: "text", url:'/newsletter_subscribe.php', data:{'email' : email,'source_site' : source_site,'source_form' : source_form,'landing_page' : landing_page}, success: function (response) { if(response.trim()=="exists") { jQuery.cookie('test', 'exist', { expires: 1460 ,path: '/', domain: '.cioapplications.com' }); $("#active-popup").hide(); $("#popup-container").hide(); $.ajax({ type:"post", dataType: "text", url:'/nl_cookie_for_all.php',data:{'email_cookie' : email},success: function (response_cook) {$('#picoutput').html(response_cook);} }) } else if(response.trim()=="succ"){ jQuery.cookie('test', 'exist', { expires: 1460 ,path: '/', domain: '.cioapplications.com' }); $("#active-popup").hide(); $("#popup-container").hide(); $('#thanksmsg').show().delay(10000).fadeOut(); $('#newsltr').hide(); $('#popup_nl').hide(); $('#rightsideform').hide(); $.ajax({ type:"post", dataType: "text", url:'/nl_cookie_for_all.php', data:{'email_cookie' : email}, success: function (response_cook) {$('#picoutput').html(response_cook);} }) } else if(response.trim()=="false"){ var response_cook = 'TRY AGAIN LATER!!!'; $('.knockout').html(response_cook); $(".knockout").css("color", "red"); $(".knockout").removeClass("knockout"); $("#active-popup").hide(); $("#popup-container").hide(); $('#thanksmsg').show().delay(10000).fadeOut(); $('#newsltr').hide(); $('#popup_nl').hide(); } else { var response_cook = 'TRY AGAIN LATER!!!'; $('.knockout').html(response_cook); $(".knockout").css("color", "red"); $(".knockout").removeClass("knockout"); $("#active-popup").hide(); $("#popup-container").hide(); $('#thanksmsg').show().delay(10000).fadeOut(); $('#newsltr').hide(); $('#popup_nl').hide(); 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