Petition for closing itSMF International
The elections for the latest itSMF International board seem to have caused severe pain with some of its members. A petition for closing the itSMF International down was published in terms that cannot...
Updated ITIL Pocket Guide now covers all of ITIL Foundation
When ITIL V3 was published in 2007, it was followed by a tsunami of comments on inconsistencies, errors and other critical reviews. OGC then organized a repair project that delivered the ITIL 2011...
Was ITIL the first framework responsible for spreading the term SLA - Service Level Agreement?
When Torbjörn Dahlström (Onbird, Sweden), in a LinkedIn forum, asked "Was ITIL the first framework responsible for spreading the term SLA - Service Level Agreement? Or could it be found commonly...
Release management in a nutshell
According to varying sources, release management is everything: from just a final and formal support step in a software development lifecycle process, to the second coming of all things software...
ITIL 2011 replaces terms and concepts [Part 4]
Did you know....
that the request fulfilment process has been completely rewritten?
that the request fulfilment process seems to be a copy of most of the incident management process (with "search and...
Forrester takes an interest in ABC. A holistic approach is still required.
Forrester has taken an interest in ABC of ICT and blogged about the subject, trying to stimulate the sharing of best practices. In one of their recents blogs on the top 50 ITIL adoption mistakes...
ITIL 2011 replaces terms and concepts [Part 3]
Did you know....
that some organizations will be comfortable letting the service requests be handled through their incident management process (and tools)?
that these organizations handle service...
The new ISO 31000 Risk Management standard...
A Global Survey of ISO 31000 Risk Management Standard has started.....
The first global survey of ISO 31000–Risk Management Principle and Guidelines started on Monday 17 October 2011 and will run...
ITIL 2011 replaces terms and concepts [ Part 2]
Did you know....
that ITIL 2011 emphasizes that it is important to know the distinction between different types of requests that will be initiated by users?
that the types of request will depend on...
ITIL 2011 replaces terms and concepts (Part 1)
Did you know....
that ITIL 2011 synchronized a lot of terms throughout the books?
that ITIL 2011 is probably the most consistent version of ITIL ever?
that ITIL 2011 entirely removed the term "Line...
Does ITIL explain the difference between an Alert and an Event?
In one of the IT Skeptic's threads a waterfall of opinions, statements, quotes and more was produced over the question "Does ITIL explain the difference between an Alert and an Event?".
One of the...
The Service Catalog - reviewed by itSMF Australia
Karen Ferris, board member and director of publications at itSMF Australia, has reviewed The Service Catalog for their chapters newsletter. The following is a brief extract from the review:
25 most popular ITSM games and simulations
Simulation games have proven to be very effective in changing the behaviour of staff of IT organizations, in creating acceptance for organizational change, in making people understand what it means...
ITIL & eTOM - the mouse and the elephant?
ITIL is an acknowledged hype, meaning that most people in the IT services sector know it or work with it - to some degree. What ITIL is for the IT services domain, is eTOM for the telecom market....
Enterprise Architecture tool selection guide
The IFEAD, an independent research and information exchange organization working on the future state of Enterprise Architecture, published un update of their free Enterprise Architecture tool...
What is the optimum size for a Change Advisory Board?
This question came with the requirement "Please don't answer by saying, "it depends" - that's kind of obvious and meaningless. This is a practical question related to a ongoing effort to streamline...
Incident detection and handling still takes too long
Organizations can upgrade their incident detection rate and shorten their incident handling time significantly. A recent benchmarking survey showed that enterprises with access to both infrastructure...
People, Process, and Technology
One of the concepts of ITSM is the triangle of people, process, and technology. Some claim it is overworked, particularly in marketing literature. The triangle is typically invoked to claim...
2011: An ITIL versioning odyssey
The long-awaited ITIL “refresh,” ITIL v3.1 (or the ITIL 2011 Edition as it now seems to be called) is to be released on the 29th July 2011. But four years on from the release of ITIL v3 where are we...
Survey: SMBs don't care about ITIL
Ninety-two percent of respondents to a global survey reported seeing a benefit in integrating service desk to desktop management tools, but 71 percent say they do not consider ITIL a factor in their...