In this episode of The ITSM Practice, Luigi Ferri explores how service management can be a strategic enabler for businesses. We delve into aligning IT Service Management (ITSM) with corporate goals to drive growth and value. This guide covers practical steps for CIOs, from assessing current operations to embedding service management deeply into business strategy, ensuring IT is not just a support function but a core part of business success.

In this episode, we answer to:

How can service management align directly with an organization's strategic goals?

What practical steps can CIOs take to integrate service management with business objectives?

How does embedding pragmatic service management practices help overcome common business challenges?

Resources Mentioned in this Episode:

ITSM Tools website, article “ESM – It’s Not Just About ITSM Processes”, link https://itsm.tools/esm-not-just-about-itsm-processes/

Think HDI, article “How to Transform Service Management Beyond IT”, link https://www.thinkhdi.com/library/supportworld/2021/transform-service-management-beyond-it

CACM website, article “An Overview of IT Service Management”, linked https://cacm.acm.org/research/an-overview-of-it-service-management/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In this episode of "The ITSM Practice," Luigi Ferri explores the transformative journey of digital identity from basic usernames and passwords to advanced biometric systems and decentralized blockchain solutions. We discuss how digital identity has evolved to enhance security, user convenience, and data integrity, alongside the challenges of privacy, surveillance, and data breaches. Learn about the potential of Web 3.0 and self-sovereign identities in shaping a more secure and user-centric digital world.

In this episode, we answer to:

How has the role of digital identities evolved from simple logins to complex biometric systems?

What are the key risks and vulnerabilities associated with current digital identity systems?

How can decentralized technologies like blockchain improve the security and autonomy of digital identities?

Resources Mentioned in this Episode:

CDN Prod website, article "The Evolution of Digital Identity", link https://cdn.prod.website-files.com/660433347fef5f6938800768/6604346408b181838d132807_The%20Evolution%20of%20Digital%20Identity%20-%20By%20Vidos.pdf

Business Reporter website, article "The history of digital identity", link https://www.business-reporter.co.uk/technology/the-history-of-digital-identity

Biometric Update website, article "The evolution of digital identity: From databases to blockchain", link https://www.biometricupdate.com/202408/the-evolution-of-digital-identity-from-databases-to-blockchain

G+D Spotlight Newsletter, article "The reinvention of identity for the digital age", link https://www.gi-de.com/en/spotlight/digital-security/the-reinvention-of-identity-for-the-digital-age

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In this thought-provoking episode of "The ITSM Practice," host Luigi Ferri explores the persistent challenges in project management, such as scope creep, stakeholder misalignment, unrealistic deadlines, and resource constraints. Luigi delves into how the ITIL 4 framework—emphasizing People, Products, Partners, and Processes—can revolutionize project approaches, moving from task management to delivering impactful outcomes. This episode is a must-listen for professionals striving to enhance project delivery in the competitive business landscape.

In this episode, we answer to:

Why do project management challenges like scope creep and resource constraints continue to persist across industries?

How can ITIL’s four dimensions reshape the way organizations approach project management?

What role does standardization play in modern project management and its impact on customer value and team satisfaction?

Resources Mentioned in this Episode:

PMI Institute website, article "PMI Blog - Reimagining the role of the project manager", link https://pmi-gc.de/en/news-eng/1245-pmi-blog-reimagining-the-role-of-the-project-manager

IAPM website, article "Thoughts of a Project Managers about “Challenges in project management”", link https://www.iapm.net/en/blog/thoughts-of-a-pm-challenges-in-the-project-management/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

Join Luigi Ferri on The ITSM Practice as we dissect the creation of a Standard Service Model (SSM) using ITIL 4, ensuring IT services are proactive, consistent, and aligned with business objectives. This episode delves into the strategic blueprint for measurable value and minimized risks in service delivery, providing a step-by-step guide to crafting a model that leverages ITIL 4’s flexibility and customer-centric focus for enduring success.

In this episode, we answer to:

What are the core components of a Standard Service Model?

How does ITIL 4 enhance the development of a Standard Service Model?

What steps are involved in building an SSM using ITIL 4?

Resources Mentioned in this Episode:

ITSM Tools website, article "Service Model Development Using ITIL 4 for Service Delivery", link https://itsm.tools/developing-a-standard-service-model-using-the-itil-4-guiding-principles/

Knowledge Hut website, article "ITIL 4 Models - A New Operating Model in ITIL 4", link https://www.knowledgehut.com/blog/it-service-management/itil-model

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

Join Luigi Ferri on "The ITSM Practice" as we delve into the escalating costs and complexities of data breaches from 2022 to 2024, highlighting a record rise to $4.88 million per incident. This episode unpacks the multifaceted impacts of breaches on businesses, examining the balance between automation and visibility in cybersecurity. Discover actionable steps to safeguard your organization, enhance resilience, and optimize cost efficiency through strategic automation combined with vigilant human oversight.

In this episode, we answer to:

What are the financial and operational impacts of data breaches on businesses?

How can automation in cybersecurity be both a benefit and a risk?

What actionable steps can organizations take to balance automation with human oversight in their security strategies?

Resources Mentioned in this Episode:

IBM, research "Cost of a Data Breach Report 2022 / 2023 / 2024", link https://www.ibm.com/reports/data-breach

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In today's episode of The ITSM Practice, Luigi Ferri delves into Problem Management, a proactive approach aimed at identifying and eradicating the root causes of recurring IT incidents. We explore practical strategies, from root cause analysis using tools like fishbone diagrams to implementing permanent solutions. Discover the transformative impact of Problem Management on service quality, operational efficiency, and cost savings, along with a handy checklist to jumpstart your organization’s shift from reactive fixes to proactive problem-solving.

In this episode, we answer to:

What distinguishes Problem Management from Incident Management?

How can Problem Management improve operational efficiency and reduce costs?

What are practical steps for integrating Problem Management within an organization?

Resources Mentioned in this Episode:

IBM, article "What is problem management?", link https://www.ibm.com/think/topics/problem-management

PeopleCert, article "Problem management - Major Incidents and Service Managers", link https://www.peoplecert.org/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In today's episode of "The ITSM Practice," Luigi Ferri delves into Operational Technology (OT) Cybersecurity, crucial for protecting vital infrastructure like energy, water, and healthcare. We discuss six actionable principles essential for safeguarding these systems against cyber threats, emphasizing the importance of safety, business knowledge, data protection, network segmentation, supply chain security, and human factors in creating a resilient cybersecurity strategy.

In this episode, we answer to:

How can your organization enhance the safety of OT systems during cyber incidents?

What strategies can help protect sensitive OT data from cyber threats?

How does network segmentation contribute to securing OT environments?

Resources Mentioned in this Episode:

Australian Government, whitepaper "Principles of Operational Technology Cyber Security", link https://industrialcyber.co/features/acscs-ot-cyber-security-principles-call-to-action-for-critical-infrastructure-providers-to-boost-cyber-resilience/

Dark Reading, article "NSA Releases 6 Principles of OT Cybersecurity", link https://www.darkreading.com/ics-ot-security/nsa-releases-6-principles-ot-cybersecurity

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In today's episode of "The ITSM Practice," hosted by Luigi Ferri, we explore crucial data protection technologies: File Integrity Monitoring (FIM) and Data Loss Prevention (DLP). Discover how FIM acts as a vigilant monitor of file changes, ensuring system integrity, while DLP secures sensitive content, preventing unauthorized data leaks. Together, they form a robust security framework vital for any organization aiming to fortify its defenses against both internal and external threats.

In this episode, we answer to:

What are File Integrity Monitoring (FIM) and Data Loss Prevention (DLP), and how do they enhance organizational security?

How does the integration of FIM and DLP contribute to a comprehensive security infrastructure?

Why is it crucial to have both FIM and DLP in place for effective risk management and data protection?

Resources Mentioned in this Episode:

Microsoft, article "File Integrity Monitoring in Microsoft Defender for Cloud", link https://learn.microsoft.com/en-us/azure/defender-for-cloud/file-integrity-monitoring-overview

Tripware, article "What Is the Difference between FIM and DLP", link https://www.tripwire.com/state-of-security/what-difference-between-fim-and-dlp

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In this episode of The ITSM Practice, Luigi Ferri delves into the transformative power of prioritizing customers over products, exploring its profound impact on quality, profitability, and business growth. By shifting focus from product-centric to customer-centric strategies, companies like Apple and Tesla have not only enhanced their offerings but also fostered customer loyalty and operational excellence. Luigi emphasizes the importance of actively listening to and integrating customer feedback, which not only drives innovation but also solidifies a company's competitive edge.

In this episode, we answer to:

What steps can you take to make customer insights central to your product development?

How does your organization measure quality today, and is it aligned with customer expectations?

Are you investing enough in relationships to turn customers into long-term advocates?

Resources Mentioned in this Episode:

Kaizo, article "The real meaning behind “customer first", link https://kaizo.com/blog/customer-first/

Zendesk, article "Customer First: What it really means to put the customer first", link https://www.zendesk.de/blog/customer-first/

Praemie Direkt, article "Customer First – The customer comes first", link https://www.praemie-direkt.de/wissen/customer-first-der-kunde-an-erster-stelle/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In this episode of "The ITSM Practice," Luigi Ferri delves into the transformative power of observability in IT management and security. Discover how leveraging contextual data and dynamic thresholds enhances system performance, security measures, and anomaly detection, promoting a proactive and strategic approach to IT security.

In this episode, we answer to:

How can collecting contextual data and setting dynamic thresholds improve our system performance and security measures?

How do dynamic thresholds revolutionize the way we handle system alerts and anomalies?

What does a layered security approach entail, and how does it enhance our security strategy?

Resources Mentioned in this Episode:

Contrast Security, article "Security Observability: Intelligent security assessment = seeing what others can’t", link https://www.contrastsecurity.com/security-influencers/what-is-security-observability-contrast-security

Cloud Zenix, article "Strategies for DevOps Teams to Enhance Observability and Overcome Monitoring Challenges", link https://cloudzenix.com/strategies-for-devops-teams-to-enhance-observability-and-overcome-monitoring-challenges/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya