The missing support process
One of the great ideas in ITIL was the separation of incident and problem. The idea was that it is not enough to keep solving incidents; you need to make permanent repairs also. The simple idea has...
ITIL 2011 – Low Key but not Insignificant
At FOCUS on TRAINING we’ve been questioning our many contacts in the Service Management community – and we’ve been surveying the various articles and web comments relating to ITIL 2011. The...
Put a Value on IT Using the Service Catalog
How does the organisation view IT? As a friend, foe or worst still an overhead? While it is true that the service desk can set the user’s perception of IT, business executives and finance management...
Risk Management in a Challenging Situation
Risk Management in a challenging situation serves as a platform, or a tool, for reducing stress and loss, and communicating possible solutions. In reality, we often have to deal with challenging...
ITIL meets Risk Management
The latest version of ITIL is just a minor update - OGC says. Well, let's do a small test and look at one of the biggest errors in ITIL: missing the point with Problem Management and not recognizing...
Need new helpdesk tool!
Every once in a while someone dares ask the old question "Need new helpdesk tool!". Then hell breaks loose.
All the vendors that trace the request will jump it, explaining that there's actually just...
The word incident does not mean anything
How many incidents you log per month? That used to be an intelligent question earlier. Nearly 100% of Service Desk calls or e-mails were logged as incidents. Many surveys showed that there was a...
Designing diagnostic escalation chains for effective resource allocation
Some thoughts on Designing diagnostic escalation chains...
One of the major bones of contention in most service desks (and Incident management teams) is about separating the areas of accountability...
ITIL 2011 Edition Miscellany
The ITIL 2011 Edition books arrived today (1st August 2011). Here are some interesting points I found in my half-day perusal of them.
The role of Product Manager that was only defined in the...
Should you care about ITIL v3 2011
In case you haven’t heard, what is being called ITIL v3 2011 will be released on July 29th. In my opinion, that’s a good thing. Evolution and improvement is always good in my book. ...
How practical is RACI, and is there a better alternative?
Recently I was drawn into a discussion over the use of the RACI system. With RACI, the killer question is: "Can accountability be delegated?". A stupid posting on a late Sunday...
The dark side of web services expansion
As it was perfectly expressed in the opening video at Pink Elephant ITSM conference last week, corporate users tend to use more and more services based on something somewhere in the Internet and...
The King is gone. Long live the …who?
This June has opened the fifth year of ITILv3. The library that we all have become used to call “new” is in fact quite old. Previous versions continued for about 7-8 years so v3 is now at least...
How to restructure an IT organization
When running IT service management transformation projects the focus is often on the process, partner and product (technology) side of ITIL’s 4 P’s and less on the people side. In my mind and...
Is 100% pass rate for Foundation exams on the horizon?
The world of IT training has improved significantly over the past 30 years. Training qualifications have been standardised by the introduction of independent qualification boards that define syllabi...
To learn or not to learn?
I recently found myself back in the training room, delivering an ITIL Foundation to non-English speakers. As usual, it made me consider the classroom environment and the various learning styles...
To Cloud or to Compute, that’s the question
The ultimate dream of any marketer is to have its brand become a verb. “Let me quickly Xerox that”, “I fedexed it to you yesterday”, “I just Googled it”. In cloud computing I do not see that...
Making shoes for the cobbler's children
The concept of service lifecycle was refreshing and widely approved when ITIL V3 was introduced. Talking about services instead of processes seemed to be a sign of more customer-focused thinking. It...
ITIL© ... an End or a Beginning?
While I do not believe we'll see The End of the World on May 21st, I thought I'd sent this post out... just in case …. like improvement cycles, I find myself at a crossroad. But I've always been a...
ISO 20000 lowers the bar
The first international standard for ITSM has been updated. ISO/IEC 20000:2011 is now the current version. The scope of the standard has not been changed; it is still the same ITIL flavored package...