INCIDENT MANAGEMENT

In a previous entry I was fascinated by the idea of running IT as a business. A key concept stemming from this is the ITSM, which is IT Service Management. This is the main topic discussed in ITIL V3, and many companies are trying to adopt the ITIL infrastructure in their own environment to fulfill IT services and manage it at a enterprise level.

One of my upcoming projects is to review the Incident Management process currently in place in our company. There are a lot of dicussion in ITIL, as well as in all kinds of white papers, about event management, incident management and problem management. There are certainly overlapping areas among those 3, but the differences are quite clear and should definitely be treated separately.

So I've been doing some homework for Incident Management and I thought I might just put some notes here.

VOSS

I was talking about the VOSS water with folks and guess what? Just found a case study and a SWOT analysis of the brand. Pretty interesting, and I particular agree on the "fashion savvy" part :)

So here's the analysis, a very interesting marketing lesson, in case anyone's interested.

Run IT As a Business

We had one of our IT directors from the enterprise technology services group today talking about how our IT infrastruture evolves throughout the years and what kind of issues and opportunities that we are facing in terms of aligning business and IT to achieve our business goals. It was really an informative presentation and was enlightening for us to hear how our business profit doubles in value every 5 years with information technology as one of the biggest drivers.

Then I read this article in McKinsey Quarterly about an interview with the CIO of Shell on how Shell as an international giant in the oil/gas industry has conducted huge IT transformation to better assist to achieve their business targets. A lot of the information seems to correspond to what I just heard in the presentation and I was really excited that our IT organization is heading towards the right path based on the success of the Shell story.