Opinions
Waarom outsourcing niet werkt PDF Print E-mail
Written by Dick Costeris   
Friday, 06 February 2009 00:00

Outsourcing werkt niet. Voor al diegenen die nu gaan steigeren en luid roepen dat ze zo tevreden zijn over hun ict-dienstverlener: tel je zegeningen en lees vooral verder. Voor het geval het tij keert en je dezelfde knelpunten gaat ervaren als je lotgenoten.

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First IT Control, then outsourcing PDF Print E-mail
Written by Dick Costeris   
Sunday, 13 July 2008 14:12

There are many, many reasons to outsource. Just think about a lack of know-how in your own IT organization or a renewed focus on core activities. The next step to contract an external service provider can be an obvious one.

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Killing KPI's PDF Print E-mail
Written by Dick Costeris   
Wednesday, 02 July 2008 17:12
Of course you know them yourselves. Organizations that have come to the insight that they are not in control of their IT management. And who are therefore tightening the ropes by formalizing their IT management activities.  Everything is written down at work instruction level so that everyone exactly knows what when to do. And to see if everything goes as planned, things are measured. Every little process is abundantly equipped with performance indicators (KPIs) so that one can gain insight in the current activities at each desired moment.
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ISO20000, the ITIL3 killer PDF Print E-mail
Written by Dick Costeris   
Wednesday, 02 July 2008 16:33

Let's be honest. From a merely theoretical point of view ITIL version 3 is a blessing. Compared with the stale collection of Best Practices known as ITIL2 there is finally a light at the end of the tunnel. For those amongst us who for convenience's sake have limited themselves to the delivery and the support set (and thus ignored that other two metres of ITIL books), finally attention is payed to crucial aspects as service strategy and design. Above all huge emphasis is put on continual improvement of service provisioning and therefore of the underlying processes. In short, finally (lasting) quality for the customers of the IT services.

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A shotgun wedding PDF Print E-mail
Written by Dick Costeris   
Wednesday, 02 July 2008 10:09

I don't know which of you, readers, have looked seriously at ITIL version 3 (ITIL3), but it's quite a different cup of tea. The simple world of ITIL version 2 we had grown to be so fond of, with its ten cute support and delivery processes, now  appears to be part of a far bigger world in which we are going to occupy ourselves, amongst others, with service strategy and continual improvement of our IT service provisioning. Not that this is a bad idea (on the contrary) but it does raise some questions where the training of employees is concerned.

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