It is a helpdesk so it must be ITIL

Submitted by skeptic on Mon, 2008-08-11 21:33
Share this post with

I don't know where these people get my email from. Every marketeer has to use the ITIL and CMDB buzzwords.

We are proud to offer to you a FREEWARE ( No License Fee ) ITIL application that is available for you to download via the link below...
The application includes

• It allows you to log Incoming or Outgoing - Phone Calls, Faxes, Emails or Personal visits as Incidents ( Tickets ).

• You track the activities that are required to resolve the incident for the Company, Contact, Employee or Issue.

• Configuration Management - oz Devices is a repository for information about an organization's IT assets and services and their relationships.

• The Configuration Management ( Device ) database is where the Automated Audit of each PC is maintained.

• A list of Servers, PDAs, Routers, Printers and other hardware can be created in the Configuration Management database.

• Problem Management - Intelligent call handling empowers the user to automate key aspects of call management, including priority determination, assignment and routing, notifications to key stakeholders and groups of interested parties.

Yet another call ticketer gets rebadged as an ITIL service desk and CMDB engine. The complete and utter disregard for what Problem Management REALLY means also cracked me up. Sigh.

Published in The Skeptical Informer, September 2008, Volume 2, No. 9


Comments

Submitted by Red Pineapple on Tue, 2008-08-12 18:29.

A strange thing happened in Google...

I was interested in who you are talking about and I typed "Intelligent call handling empowers the user to automate key aspects of call management, including priority determination, assignment and routing, notifications to key stakeholders and groups of interested parties" into Google and it popped up with an Aussie outfit that was bought out by a large storage company. Didn't know those guys did freeware? Didn't sound right!
So I then typed into Google "A list of Servers, PDAs, Routers, Printers and other hardware can be created in the Configuration Management database" and found the actual freeware stuff by another Aussie company which seemed to have mined one liners from all over the place, including the guys in the first Google hit.
So it seems that the world's largest storage company is clueless about problem management! Or maybe not as the description is a good definition of blame (and maybe that is what they assume problem management is?)
BTW: My domicili executandi is Marion Island, if any lawyers are looking for me, because I alleged their clients were clueless about problem management.

Submitted by skeptic on Tue, 2008-08-12 21:57.

one-liner-miner

I cannot possibly comment on the world's largest storage company's grasp of problem management, but it was in fact the tiny one-liner-miner who spammed me.

Submitted by buraddo on Tue, 2008-08-12 13:56.

But when is a hoover a vacuum cleaner

Or Rollerblade and Inline Skate ? Or Windsurfer a Sailboard ? or take your pick..

When does ITIL as a brand become greater than the definition of the brand ?

Has ITIL as a brand become just a label to define all processes, people and product that are required in the endeavour of managing IT ?

Is that a bad thing or a good thing for the ITSM industry ?

In resisting this, are we just religious zealots ?

Brad Vaughan
http://blogs.sun.com/buraddo

Syndicate content