ITIL

The IT Infrastructure Library

Microsoft make an even broader patent claim on CMDB

Submitted by skeptic on Wed, 2009-11-04 01:48

The next time you feel even the faintest twinge of believing that Microsoft are on your side, ask them why they would be wanting to patent the concept of CMDB. To advance ITSM? To create a fair and open market? To increase healthy competition? Maybe Goooogle are exhibiting a few signs of evil but Microsoft hold the franchise.

the end of ITIL V2 annnounced by OGC

Submitted by skeptic on Thu, 2009-10-29 19:11

It is official. ITIL V2 will end.

Call for authors and reviewers for the ITIL V3 Refresh refresh

Submitted by skeptic on Wed, 2009-10-28 20:54

All you budding ITIL authors, now is your chance.

Governance directives as input to ITIL

Submitted by skeptic on Wed, 2009-10-28 05:50

Being a simple soul with only a limited grasp of ITIL, sometimes I'm sure I've missed something obvious. Like when I went looking in the Service Strategy book to find where the overall business plan or organisational strategy informs the service strategy. If IT is your business, if you are an IT service provider company, then I can see SS working. But for an internal service provider, for an IT department, SS reads as if service strategy is developed in isolation from the rest of the organisation, as if we treat the rest of the organisation as a remote customer of services instead of as the same team, from whom we take direction. At what point in SS do we ask the Board? At what point does the corporate executive inject policy? Where do we align with the business strategy? Or did I miss something?

What ITIL V3 says about the distinction between a Call and an Incident

Submitted by skeptic on Thu, 2009-10-22 09:00

A hundred users call up and say they can't get emails. One incident or 100?

Fundamental and simple question. Go check ITIL for the answer. I'll wait.

Constructive criticism or demonising ITIL?

Submitted by skeptic on Wed, 2009-10-21 07:52

A recent blog post by Aidan Lawes deserves response. Actually all Aidan's posts deserve response, unlike some blogs that deserve just to be ignored. I'm responding to this one in particular though because Aidan says "I have less time for those who demonise [ITIL] for shortcomings that are more to do with their view of what it should embrace" and I'm egotistical enough to think I'm one of "those" he has in mind with that comment.

The true scope of service management and ITIL

Submitted by skeptic on Sun, 2009-10-18 21:45

Service management is IT. It is a way of describing how to do IT - all of it. When it comes to the scope of service management in general and ITIL in particular, the IT Skeptic has had a change of mind. In the past I accused ITIL V3 of having aspirations beyond its station, of trying to take on areas where it has no business going, such as strategy, applications and security. I don't think so any more: now I just think ITIL did it half-heartedly, too anaemically to be taken seriously by areas of IT outside of IT Operations. But Service Management definitely should go there.

Response Management

Submitted by skeptic on Tue, 2009-10-13 22:43

The more I think about it the more convinced I become that the way ITIL and COBIT and ISO20000 structure incident and request fails the basic test of being customer-focused or business-aligned.

ITIL Still Needs to Embrace the Collective

Submitted by skeptic on Wed, 2009-10-07 23:17

In my recent article on ITSMWatch, I hammer once again on the great doors of Castle ITIL, right next to the faint marks from when I did so last time. ITIL needs to open up to the huge community it has created.

ITIL-COBIT mapping shows even less coverage by ITIL

Submitted by skeptic on Mon, 2009-10-05 09:00

Along the way, I've somehow never got around to discussing a very important paper: Aligning COBIT® 4.1, ITIL® V3 and ISO/IEC 27002 for Business Benefit. This is one of the official OGC Alignment White Paper Series that do the alignment between ITIL V3 and the other frameworks, that ITIL V3 should have done in the first place.

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