- Expert and practical ITIL based IT Service Management advice. The Spot for ITIL Service Management: January 2009 The Spot for ITIL Service Management: January 2009

Monday, January 26, 2009

IT Jobs Outlook for 2009

No matter where you are in this global economy, you have felt the force of what is shaping up to be one of the biggest waves of job loss in in recent years.

Jason Hiner, of
TechRepublic takes a look at a few of the trends currently affecting the IT job market and outlook for 2009.

Here's a brief summary of the good and the bad:

IT pro salaries went up in 2008

According to a recent survey conducted by Dice, the average salary for working in IT is now $78,035, a 4.6% increase over 2007 ($74,570).

“That average tech salaries are rising even as the economy falls reveals how much has changed since the dot-com days,” said Tom Silver, Chief Marketing Officer at Dice. “Today many technology professionals are seen as core assets where they work. As they enhance their skills, they’ll need to align those efforts with the market’s shifting demands. However, over the long-term, updating and broadening one’s skill set is the key to continued salary gains.”

IT pros are worried about 2009

“Dice reports a 67 percent increase in the number of new resumes posted to its site in the fourth quarter (year over year). Given that the majority of technology professionals who utilize Dice are currently employed, such ‘passive job hunting’ indicates greater anxiety about the job market.”

Companies with cash are still laying off workers

Tom Foremski of ZDNet found that even of the powerhouse tech companies, those with very strong balance sheets and enough cash to weather the downturn, are still resorting to layoffs. This could be an indicator of what's in store for the rest of 2009.

Of these companies, Foremski highlighted these:

  • Microsoft: $19.71 billion ($1.98 billion debt)
  • Apple: $24.49 billion (0 debt)
  • Intel: $11.84 billion ($1.99 billion debt)
  • Cisco Systems: $26.7 billion ($6.87 billion debt)
  • Adobe: $2.02 billion ($350 million debt)
  • Google: $14.41 billion (0 debt)
  • Yahoo: $3.2 billion ($63 million debt)

Who’s hiring?

Despite this unsettling trend, some companies continue to hire. Dice currently lists some 56,000+ tech job postings. Check out Webware's Rafe Needleman and his spreadsheet of sunshine of tech companies still hiring.

Here are just a few of the big names that made the list:

  • Intel (1000+)
  • Apple (189)
  • Siemens IT (100+)
  • Garmin (100+)
  • Facebook (100)
  • Research in Motion (50)
  • Yale University IT (45)
  • GoDaddy (45)

The bottom line

Jason Hiner is correct when he says that companies are looking ways to streamline, increase efficiencies and cut costs. IT is often the primary target for cost cutting. This is primarily due to the high cost of providing IT services and the low level of understanding of these costs by the rest of the organization.

Often the first cut is made to IT project budgets. Upgrades and other major technology investments are likely to be deferred. Second, what has not yet been outsourced, probably will be in short order.

Those IT organizations not able to demonstrate their value will be among the first to go. Those that have embraced best practice and have been able to gain the benefits of greater efficiencies and quality of service will have the greatest advantage in this uncertain economic climate.


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Saturday, January 10, 2009

IBM Releases New IT Service Management Self-Assessment Tool!

Check out the new IBM Tivoli Unified Process Tool (ITUP) (registration required.) ITUP is a free, downloadable IT Service Management reference model that adds prescriptive and descriptive process content to make best practices more actionable.

New processes in version 7.14:

Customer Satisfaction Management

  • Demand Management

  • Facilities Management

  • Knowledge Management

  • Risk Management

  • Supplier Management

Improved processes

  • Incident Management:Enhanced descriptions. Added focus on major incidents.

  • Capacity Management:Enhanced descriptions

  • Request Fulfillment:Enhanced descriptions

IBM also offers a free IT Service Management Self-Assessment Tool (registration required) to help you determine the maturity of your ITIL processes.

There are several different modules to choose from. At the end of each module, you are provided with a generic report on next steps and process improvement suggestions.

While the tool is sufficient for a high level process overview, it is no substitute for knowledgeable and experienced consultants.

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Friday, January 09, 2009

The IT Accountability Model

Nice article by ITSM Watch Columnist Valerie Arraj, except for the following sentence:

"In this scenario, there would be an OLA between the Service Level Management process owner and the team responsible for the messaging application, the team responsible for the management of the email servers, the team responsible for networking and the team responsible for storage. Each of these groups would sign up and therefore prepare appropriately from a technology and staffing perspective to meet this two hour response time and 99.99% availability requirement."

Remember: OLAs are between operational teams. Process owners own the process. They may also sometimes be the process managers, in this case responsible for ensuring that the process meets the defined targets and objectives as established in the original process design. On a day to day basis, the Service Level Manager will monitor the process activities to determine the level of compliance.

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Research Indicates Continued ISTM Growth in 2009

According to Enterprise Management Associates (EMA) report: 2009 Trends and Best Practices Advice for ITSM Technologies and Processes, CIOs will advance ITSM programs to better align IT with business drivers.

In its final research survey of 2008, EMA polled 143 IT professionals with knowledge and direct involvement in IT Service Management (ITSM) initiatives and asked them about current and future approaches to both technology and process, analyzed what has been successful and unsuccessful to date, and solicited best practices advice. Completed in December 2008, the survey also focuses on economic issues - how to make ITSM maturity progress in challenging times.

EMA believes that 2009 will be a pivotal year for IT executives. A careful balance between fiscal pragmatism must be weighed against the escalating challenges of IT – increasing complexity in the infrastructure, unprecedented user demand for new services, the expectation of continual, sub-second response times, etc. Indeed, successful CIOs will earn their pay in 2009 by advancing ITSM maturity while keeping a careful eye on business drivers and the corporate balance sheet.

Check out a similar blog post on this topic by Red Engine Consultants.

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Saturday, January 03, 2009

Sample Release Categories & Nomenclature

Thought this might be helpful to those looking for more practical information on the mechanics of Release Management.

Click here to download this image along with a more detailed description of Release Categories courtesy of our friends at Red Engine Consulting.

Understanding Effective Change Management

Economic downturns provide the perfect rationale for jumpstarting ITIL projects. George Spafford of Pepperweed Consulting recently penned an article on this subject in ITSMWatch entitled Understanding Effective Change Management.

The article focuses specifically on the importance of Change Management. However, this statement holds true for all of Service Management processes.

Although many companies are cutting back on process improvement programs, viewing them as 'nice to have,' now is the time when they are needed the most.

Now is the time to focus on building efficiencies. Now is the time to prioritize initiatives and dedicate resources toward efforts that will create the most value for the organization. ITIL and IT Service Management can help with this.

The entire purpose of ITIL is to improve the level of quality of IT Services by creating and implementing a set of processes that help to define the desired level of quality and create a plan to deliver those IT services both efficiently and effectively.
Click here to read the entire article.

Contact Red Engine Consulting for a free consultation on how to jump start your ITIL project.


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