Columns
  • 05/10/2011 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...
  • 29/09/2011 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...
  • 19/09/2011 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...
  • 11/09/2011 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...
  • 07/09/2011 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...
  • 02/09/2011 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...
  • 29/08/2011 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...
  • 12/08/2011 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...
  • 04/08/2011 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. Roles The role of Product Manager that was only defined in the...
  • 05/07/2011 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. ...
  • 03/07/2011 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...
  • 29/06/2011 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...
  • 22/06/2011 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...
  • 21/06/2011 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...
  • 21/06/2011 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...
  • 31/05/2011 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...
  • 25/05/2011 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...
  • 23/05/2011 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...
  • 20/05/2011 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...
  • 03/05/2011 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...