Change Mgmt – Before you click the “approve” button

I have seen so many Change management processes from many organisations following ITIL, passed audit, attained ISO 20001 but people on the grounds only know “how” the process works, without knowing the actual “why” these processes are in place. ITIL doesn’t specifically list the layers of approvals required, but here’s my recommendation on the core […]

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Cost of a project (in vendor’s perspective)

Cost of a project (in vendor’s perspective) Recently came across a few sales meeting where the customer needs us to provide professional service and I had a tough time cracking my head on how many man-days to quote. Here’s a simple breakdown on how an incident management process is implemented using Footprints in a customer’s […]

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5 Major tips in building a service Catalogue

5 Major tips in building a service Catalog: 1. Good user interfaceHaving a well designed user interface will encourage the end-users to try out the portal and find their services there rather than picking up the phone. Footprints, Remedy, Remedyforce, TrackIT all made their self-service page simple to use and we never need to conduct […]

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