Gary Eckstein ITIL 0 ITIL, Processes, quality management, service delivery, service providers
ITIL is not a set of instructions. It is a set of recommendations based on best practice. The ITIL ‘books’ describe how, at a high level, IT Service Delivery processes should be structured and interact. No two IT service environments are the same and IT service contracts vary greatly therefore it is simply not possible [...]
Gary Eckstein General Technology 1 Australia, business, it, ITIL, Management, telstra, transformation
Well done to Telstra on ‘winning’ the ten year $1bn contract to provide Managed Services to Commonwealth bank of Australia (CBA). This is obviously a very large contract especially given the current challenging economic times. Telstra is making significant effort to mature its ITIL processes further which will benefit CBA and other Telstra Managed Service [...]
Gary Eckstein Internet 0 google, Internet, ITIL, live, search, toc, yahoo
Google is an awesome search engine and leaves Yahoo and Live far behind. Today Google is even better with the introduction of even better search. Google has, in the past few hours, introduced new search capability in that the search term, or terms, is searched within the entire content of a web page and related [...]
Gary Eckstein Process 0 bpr, flowchart, ITIL, procedure, Process, work instruction
A lot of my work is spent designing and implementing ITIL processes. The one common denominator with all customers I work with is a lack of understanding that processes have various levels and that there is a substantial difference between a process and a procedure (or work instruction). Even if the stakeholder/s understand that processes [...]
Gary Eckstein ITIL 6 bottleneck, business process, change, deming, deming cycle, eli goldratt, incident management, ITIL, operations management, problem management, process improvement, quality management, toc
The Theory of Constraints (TOC) as offered by Eli Goldratt is a very powerful conceptual as well as practical tool of which every Business Analyst should be aware. Many MBA programs recommend the reading of ‘The Goal’ (authored by Goldratt) and cover the core elements of TOC in Operations Management modules. Very simplistically, TOC is [...]
