Columns
  • 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...
  • 22/04/2011 ITIL Lite, Fat, Skinny, Full, or….?
    Processes are always there. They may be very immature or impressively sophisticated. You may be totally unaware of them, or use them very explicitly to manage your delivery. But they are always there...
  • 20/04/2011 Am I a Twit for wanting better Tweets?
    As all good columnists, bloggers, information providers are today, I am currently attempting to use the ‘social media’ to express thoughts, gain interest in topics and gather information.  This...
  • 19/04/2011 COBIT 5 Update – it’s almost ready
    On 12th April 2011, I attended an enlightening evening lecture in London on COBIT 5 presented by Dr Derek Oliver (co-chair COBIT 5 Task Force at ISACA). He explained the new concepts, the core...
  • 14/04/2011 Idiot Management
    1. Introduction This guidance is meant for new IT professionals who are starting their careers in IT Service Management (ITSM). Congratulations, you are now among the chosen people at the top of the...
  • 12/04/2011 Fed up with federation
    After a very long and very cold winter, I am counting the days to Easter break, which I will spend sitting comfortably on a warm, sunny beach. The last time I saw the bats was on the beach; and this...
  • 01/04/2011 ITIL invented 27 years earlier than thought
    Contrary to official Office of Government Commerce (OGC) publications, it now appears that ITIL, the IT Infrastructure Library, the IT industry best practice with world wide adoption, was created...
  • 29/03/2011 Where is the customer?
    One of the surprising omissions in many ITSM frameworks is the lack of customer facing functions and processes. We have the service desk, demand management and service level management but that is...
  • 28/03/2011 What is the IT customer paying for, anyway?
    These are the questions that always irk me, “Why should I, the customer, pay IT $3000+ a year for the privilege of using my own computer when I can buy one from Best Buy or Dell for $500?” ...
  • 10/03/2011 An IT supply-chain model - once more, with feeling
    The idea of cloud computing making IT management more similar to supply chain management has been mentioned before; it’s time to take a closer look. Let’s start by looking at the supply chain in its...
  • 10/03/2011 Women and IT
    8th March is International Womens Day, and every year, someone reminds me of that fact, and asks why I have not been promoting it.  Particularly this year, as it celebrated its 100th year....
  • 08/03/2011 How to Excel with the Service Catalog
    Isn’t this an interesting question that many of us would like to ask:  How to excel with the service catalog? Let us explore this matter a little. An immediate suggestion that I provide to...
  • 03/03/2011 Information Security Inside of ITILv3
    Information Security is seen by some as the last hold-out in the business alignment game. There are a variety of reasons information security has lost traction in proving its value to the business....
  • 27/02/2011 Is Demand - like Supply - a service domain or not?
    We're all quite used to the Demand-Supply model, where we see Supply as “the provider”, which makes Supply a service domain. But what about the Demand domain? Is that a service domain? And is it the...
  • 22/02/2011 Spring cleaning and configuration management
    Still stinging from the loss of a lifelong friend, I've been trying to get back into the swing of things. Started by gutting my downstairs bathroom; there's nothing quite so therapeutic as sledge-...
  • 14/02/2011 Valentine Sonnet to ITIL (apologies to Mr Shakespeare and V3)
    Shall I compare thee to a process standard?Thou art more flexible and more useful.Rough critics make rude noise and say its bullBut friends will make sure thou art not slandered.Sometime too hot the...
  • 10/02/2011 Effects of change management
    There are best practices for many things but in most cases they differ from ITSM best practices. Usually best practices are based on research. If a guide book tells you that you need to heat it to 70...
  • 08/02/2011 The problem with IT service management is implementing it
    The problem with IT service management is that although it holds so much promise, it is left to the technology people to implement. The reason this is a problem is because IT service management is...
  • 02/02/2011 Lesser-spotted ITSM frameworks - 10
    A new industry standard for the assessment of IT service providers is set to appear in final draft in April 2011 with formal issue by the end of the year. It is called the Common Assurance Maturity...