Meet your iceberg. Now in 3D
A service is usually a combination of provider’s behaviour and some pieces of specific resources. From the customer’s perspective a service may seem equal to the resources or to the provider’s...
CMDB – Just do it
Perhaps the most debated ITIL topic, right after the merits of V3, is the CMDB.
Ask 10 people, and depending on temperament, experience and general wind-chill factor, you’ll get 10 different opinions...
Just how much of a saving is the reduction of heads from an IT support team?
In a bid to meet the demands of an FD who needs to see cost savings across the organisation, often it’s a portion of an IT team that have to go. On the face of it, it’s an easy choice. Those within...
What Roles are Required for an Effective Service Catalog?
If you think the answer to this simple question is just the service catalog manager, then think again!
True, there should be a service catalog manager, or managers depending on the size, scale,...
There are still opportunities to do more for less
A lot of talk right now revolves around IT projects in 2012 – which mainly means, deciding which projects to scrap due to lack of funds and how to invest the small budget available wisely, as well as...
BYOD - Bring your own didgeridoo?
I first came across Bring Your Own (BYO) on a visit to Sydney, Australia in 1987. You probably know that it’s a common approach in Australia and New Zealand to the provision of alcoholic drinks in...
Can lean and ITIL work nicely with each other?
We all understand that ITIL is a best practice framework that is widely used across the IT industry. We know that it can be used to standardize practices, improve quality and reduce cost but why do...
ITIL 2011 and The Beatles
A holiday challenge. Can you name the Beatles songs used to explain ITIL 2011?
It seems like years since it’s been clear
It’s getting better all the time
It’s a thousand pages, give or...
The Service Desk that could
In my earlier columns I have been arguing that the current ITIL Service Desk model does not work. Now I’m trying to do something much harder, to describe a support model that works.
Incident management is not a Service Desk process
I tweeted about this and it seems that it surprised some people so I decided to explain this. Let us first have a look what the books say, as nobody actually reads the books. Incident is according to...
Process measurement and assessment: why do we do it?
Lost in translation… again. We talk, write and read a lot about process measurement and assessment. Various models have been developed to assess IT processes from various perspectives. We try to...
Should CIOs report to the CEO or the CFO?
The Forrester Community for CIOs has been debating during the past two months whether the CIO should report to the CEO . Its small group of contributing CIOs agreed 100%.. Earlier this year,...
Ambiguity of ITIL Definitions – Inherent Communication Risk
In the October column, we discussed diversity of:
stakeholders’ functional perspective (e.g., business, architecture, development, operations)
educational and cultural backgrounds
Service Desk is an obsolete model
The concept of help desk was originally invented in 1970’s but it got its current form in 1980’s and became popular in 1990’s. The Single Point Of Contact (SPOC) was a service innovation as...
Can I have the Check, please?
The Plan-Do-Check-Act cycle is loved by all because it makes complete sense and couldn’t be simpler. Yet, through no fault of its own, it has two failings.
Each of the 4 stages are likely to be...
An Emerging Benchmark in IT Operations
Among several of the most common questions asked over my past 12 years of ITSM Consulting is “What is the industry benchmark for …”? How many people? Traditionally, one has gone to sources such as...
The Problem management practice... in practice...is nothing but the old and familiar Risk management
Problem management is a very well known discipline (process) outside of IT. But they have a different name for it... People outside of IT have called it Risk Management for ages.
Why have IT people...
Looking through a Trollian prism
Note. I have no intention of offending any of the honourable Fellows or anybody else. I will appreciate any comments leading to clarification and removing the impression expressed in this column.
What Current IT Training Trends Mean to You
We recently wrote a blog entry called "ITIL Expert Virtual Certification and Other Hot Training Trends" discussing trends in how training courses are being purchased and consumed. One of...
Effective Communication – Top Requirement for Risk Management
Stakeholders in IT intensive initiatives come from different functional groups. For example, depending on the scope of the initiative (or project), there may be a number of functional architects (e.g...