An apology to the OGC, the itSMF and the ITIL community from the IT Skeptic

I got my facts wrong. Without prior feedback or pressure from anyone, I would like to apologise to OGC, the itSMF and others involved in the ITIL Version 3 Refresh for the imputation that there was no public consultation prior to the authoring of the ITIL Version 3 books.

BMC, CA, Fujitsu, HP, IBM and Microsoft promise to play nicely over ITIL CMDB. Yeah, right!

For a revised and expanded version of this article see ITSMWatch.

The major operations software vendors have finally released a white paper describing how they plan to cooperate on ITIL CMDB. Don't hold your breath waiting for anything to come of it.

The Emperor Still Has No Clothes: no evidence for ITIL

We still call ITIL "best" and we still put up business cases for millions of dollars to implement it, yet there has never been any empirical scientific research to show that ITIL does better than, say, astrology as a framework for IT processes.

"The Emperor has no clothes. Where is the evidence for ITIL?" is the second-most-viewed entry on this blog. Now an updated and revised version has been published as an ITSM Watch article.

We have a date for publication of the ITIL Refresh

According to both itSMF and APMG, TSO have announced that the five core publications that together comprise Version 3 will publish on 30th May 2007.

ITIL reform needed: not letting the money changers and hookers into the temple, just some sort of protestant reformation

The latest ITIL Refresh newsletter reveals that OGC sees keeping the community informed as the same thing as keeping the community involved. This is an elitist patronising attitude so typical of British government in general and OGC in particular. It is time ITIL went from a closed to an open community.

The Service Delivery Tool gap?

A recent article raises the interesting question of why there are far more Service Support tools than Service Delivery tools. The IT Skeptic knows why. The underlying assumption of the article that I would skeptically challenge is that there is a role for Service Delivery tools.

Here is an article that raises the interesting question why there are far more Service Support tools than Service Delivery tools.

Acoustic shock syndrome – don’t employ nervous anxious people in your call-centre, it will cost you

The IT Skeptic takes a break from ITIL and talks about call-centre absenteeism.

The CMDB boundary problem: stop chasing this technological rainbow of a unified CMDB repository

No matter how much you store in a central CMDB repository, there will always be some data somewhere else. Don't fall for all the vendor vapourware of federation tools. Stop chasing this technological rainbow of a unified CMDB repository. These are not technology problems. Fix the congiguration management process, then apply technology to the process if it helps.

A great article on how technology does not fix process in CMDB

Here is another source, George Spafford, saying that tools are not the solution to configuration problems, change process is. As I have said, technology does not fix process. People Process Technology, in that order.

Syndicate content