Today’s post really is meant to remind all of us (myself very much included) why ITIL and IT service management matter. 20 years ago, if my email service went down, hardly anyone even noticed (On my BITNET account, I probably could send e-mail to about 5 people). Now, an e-mail
One of the more challenging problems with deploying ITIL processes is our desire to make workflows linear. We teach the lifecycle one domain at a time, and teach processes in association with the book in which they are described. Reality is seldom so tidy, however. Processes like Chan
One of the new processes in ITIL v3 is the Request Fulfillment process. The premise is simple enough; we get a number of routine service requests from users, so how do we deal with them and get them taken care of in a way that minimizes the pain? Users want us to facilitate the approv
Was just reading a white paper that a co-worker of mine was using to help explain the basic objectives of ITIL, and it was reflective of its publishing time, mid-2007, when many of us were struggling to figure out exactly how the alignment of V2 processes and the V3 lifecycle would wo
I’m pleased to announce that we have started to publish our new ITIL Results in 5 Minutes daily learning snippets. Watch the first installment, Why Availability Shouldn’t Wait. Please feel free to request topics via the comment button!
In the very near future, we willl be introducing a series of short “How to” ITIL videos on this blog that will focus on implementing ITIL core concepts effectively in the real world. Since the ITIL is not a theory, but an aggregation of practical strategies for managing an