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The blog highlights the need and utility of Service Management Office (SMO) in a CIO organization. It further describes how an SMO adds value to Operational Service Management. The blog also presents a detailed account of the goals and objectives of ...
The blog talks about the role being played by Site Reliability Engineering (SRE) in transforming IT Services Management Processes within the enterprises that have embarked on their journey of digital transformation. It also presents a comparative acc...
Enterprise IT needs to eschew the legacy approach to catalog creation and embrace the Amazon approach. This entails aggregating catalogs and orchestrating service delivery.
Resource units, configuration items, assets and more – we offer a clear picture of the billing system architecture, and explore how HCL ROAR optimizes every data node for a smoother, simpler, and more reliable system.
CMDB and SCDB have several intrinsic differences, however, in a conventional enterprise landscape, both manage separate requirements. The rise of ‘As a Service’ model and the growing influence of Cloud adoption, could possibly result in the decline o...
User Experience is a comprehensive approach arising from an anticipated use of products, system, or services. It impacts the business model and processes of an enterprise. 
21CEs must redefine self-service for the XaaS era – beyond process visibility, IT service vendors must empower customers with fully autonomous task fulfillment. This demands automation, orchestration, and service-catalog up gradation.
CMDB, a 2002 IT approach, must be reimagined to stay relevant in the age of the Cloud. The framework must shift from a relational to a graph-based DBMS, reducing complexities and time-to-market.
SDLC is separated into two categories - Waterfall (used for large projects) and Agile (for small projects needing flexibility in approach). Both vary in approach but can be used in parallel for projects. HCL offers both GBP RM & GBP Agile RM models
Service Level Agreements have been an integral part of the cloud. They emerged prominently with the proliferation of ITIL in the IT Service Management world. We would like to focus on the inconsequentiality of SLAs in the cloud.
In my previous blog (click here to read my previous blog), I highlighted some of the key challenges of a 21st Century Enterprise. Among  them, the one challenge that clearly stands out  is the one that talks about  service design for u...
Lately in global forums, there has been an increase in interest on the topic of “21st Century Enterprise”. We have also seen a resounding response to our CEO Anant Gupta’s blog. Most enterprises have realized the need to embark on the journey of tran...
We often come across appealing slogans around customer satisfaction and are motivated to put in a greater effort to figure out how to improve it. But we often miss the scientific factors behind customer satisfaction. If we use both the art and the sc...
This is about Apollo 13. A mission that is considered to be the most successful failure in the history of NASA. A failure, because it could not achieve the mission it was designed for, and a success, because of the most remarkable achievement of brin...