A service-type dependency adopting process and tooling
There is intense debate about the value of methodologies. Supporters and opponents regularly cross swords. Being (un)valued, ITIL and other methodologies are no different to any other item being...
Best Practice? Schmesse Practice!
The term “Best Practice” has been part of our lexicon for at least the past 20 years now. It is used to describe everything from how to install and configure software to how to run IT operations (...
Part 1: What is ITSM Process Consulting?
What is ITSM Process Consulting? ITSM Process Consulting is planning, designing, verifying, implementing and training on the ITSM best practices (which addresses the specific customer’s requirements...
Time for an ITIL Diploma
More people than ever are using ITIL. More people than ever are studying ITIL. It continues to guide service management activities in large and small organisations worldwide. But at the same time no...
ISACA®, COBIT® 5 and The Rolling Stones – a prize competition
ISACA® got started over 45 years ago in 1967
COBIT ® was created over 16 years ago in 1996
The Rolling Stones started-up over 50 years ago in 1962
Here are lyrics from 7 Rolling Stones songs that...
Back to the Future ... of ISM
The year I started in my Computer Science degree in 1974 was also the final year for the first ever graduating class in Computer Science at my university. From 1974-78, all but one of my Computer...
Excerpt from an upcoming novel on ISO 20000
This column is an episode of an upcoming book on ISO20000. Not the regular text book full of diagrams, checklists and processes, but a story in the format of a novel. The story is based on the...
IT Service Management and Audits
I recently participated in an audit and the whole process got me thinking. As an IT professional, I have long understood that gaining agreement and acceptance to the need to document is difficult. My...
Where is Service Asset Management defined in ITIL v3 - SACM?
Is Service Asset and Configuration Management the right name for this process?Does this name really support its process activities?
Any English speaking person would assume and understand Service...
COBIT 5 and Information – a new area to explore
Information and enterprise information systems are major new COBIT 5 topics. The COBIT 5 Foundation Certificate course and exam launched in November 2012 now includes Information – something...
IT should understand business better and all IT activities should be based on business needs. IT should talk more with the business. All true. But sometimes this is not so simple. There are cases...
During the last two weeks I've twittered a few times on the topic of "management". The tweets were retweeted several times, and I received comments that people liked them. It looks like "we may have...
Begin the new year with endings!
Its been a hectic year in 2012, and with the economic crisis still ranging world wide, initiatives for improvement and the stress on cost effectiveness have never been more important.
There are many...
Closing the Loop....Again
Jan having politely reminded me that, as a columnist, I’m supposed to actually write a column once is awhile so I’m doing the right thing by closing the loop and…..well, you get the point.
Role of Identity Management in Organizations
Identity management has been in great demand, popularity and has been proving that IDM is very essential, mandatory for service providers, customers and many organizations. Many organizations have...
Top 10 Considerations for your ISO 20000 Certification Journey
Many Customers that I have consulted across the globe are quite apprehensive of the fact that ISO 20000 consumes laborious effort and investment to achieve the milestone. In reality it is not a...
Effectiveness and Maturity of Process
Recently there were some discussions on how to evaluate the effectiveness and maturity of a process and here are some detailed thoughts like a checklist:
Effectiveness of a process can be evaluated...
How to create awareness on ITSM Practices in an Organization
[updated] Awareness on ITSM is the most important foundational work for effective implementation of ITSM practices. Here is my approach on creating awareness for ITSM practices in an Organization....
ITSM ORBIT or How to help a tail to wag the dog
We all know (I like to believe that we all do) that ITSM in a whole and ITIL in particular should be considered as a means for achieving specific goals and should not be considered as a goal itself....
The one-and-only Change Management process
In one of our LinkedIn groups (ITIL& ITSM Best Practice), the issue of Change Management (CHM) versus Release Management (RM) was brought up. Some contributors in the discussion argued that these...