Michael Caruso

IT Service Measurement’s Customer-Centric Paradigm Shift

September 8, 2016 Michael Caruso Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

In the past, most IT organizations focused their service measurements on the underlying technology that was in the data center. Those are the servers, network devices, and applications that support the delivery of services. When a device went down, and an application failed or performance degraded, IT worried about getting that device back up and running, so they could move on to the next technical issue.

Where to Begin With ITIL® Implementation (Part III): Acting on the Assessment Results

October 6, 2015 Michael Caruso Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

Implementing ITIL’s best practices can reap many rewards for companies that include improved customer satisfaction, cost savings and enhanced employee productivity. One of the last stages of planning your ITIL implementation initiative is performing an internal assessment of your IT department and then, acting on your results.

Where to Begin With ITIL® Implementation (Part II): Conducting a Process Assessment

September 29, 2015 Michael Caruso Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

Your company has made the decision to implement ITIL. Now what? Hopefully, your company has put a good communication plan in place with a well-defined project scope, objectives and training program as discussed in Part I of this series.

Where to Begin With ITIL® Implementation (Part I): Pre-Initiative Preparation and Assessment

September 22, 2015 Michael Caruso Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

Generally, organizations look at implementing ITIL because they want to improve IT service levels, save money, find efficiencies or enhance customer service. But, ITIL has dozens of best practices and finding a place to start can be overwhelming.