Archives of #ITIL

ITIL Practitioner: Finally the ITIL Certification we actually wanted!

With the upcoming February launch of the new ITIL Practitioner certification, we finally have the answer to the most frequently asked questions about ITIL. What do I do to get started? What should I focus on first? What is the “next class” after Foundations? ITIL Foundations has enormous scope; from strategic planning to continual improvement, […]
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Portfolio of What?

Many organizations struggle to understand and differentiate project portfolio management from service portfolio management. This is an important distinction, because project portfolio managers understandably focus on the project portfolio. This is useful, but ultimately misses the point of looking at the investment of service assets across the service lifecycle. The basic idea behind service portfolio […]
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Free ITIL Lessons Learned Webinar Coming Soon

Lessons Learned from 200 ITIL Implementations over 20 Years Don’t miss our upcoming free ITIL webinar on “Lessons Learned: Best Practices in Implementing ITIL Best Practices.” Deep Creek Founder and President Patrick von Schlag will review many of the most critical issues organizations face in implementing ITIL and how to overcome them. Register for the […]
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Filling the ITIL void

As many of you know, I’ve been intimately involved with ITIL practice for more than 10 years.  I am launching this Lessons Learned, user-consortium-driven blog to document good practices based on the ITIL and other frameworks. My hope is that this will be a great place to get facts and support for making ITIL work […]
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PM and ITIL

I have been thinking about Carol’s and IT Skeptic’s comments about PM (and have read the thread he pointed me to, and an awful lot more) and I still think this comes down to a simpler notion. We have a yawning, enormous gap in most IT organizations between Design and Operations, in many cases cast […]
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Engagement

If you look at the descriptions of Critical Success Factors associated with ITSM adoptions, the first one on almost any list is Management Commitment. Sounds good…until you try to figure out exactly what that means… Management Commitment is more than just the willingness to train people, or buy software, or even have big Communications strategies […]
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ITIL implies choices

A mistake many people make trying to use ITIL guidance is expecting it to be explicitly prescriptive (in other words, a step by step procedural how-to). That’s not what it’s intended to do. ITIL at its most useful describes a way of thinking about the work we do (from the point of view of our […]
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ITIL implementation — the big picture

I’m currently helping to support a large scale introduction of the ITIL processes (at least some of them) to a large military organization. While there is a lot of focus on the blocking and tacking around processes, supporting tools, and the like, it never seems to amaze me how every one of these adoptions are […]
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Common sense isn’t so common

Sounds like we’re having a few of the usual pseudo-debates on a number of the LinkedIn groups again…I always hesitate to get involved in these conversations because so much of this is common sense, but then again, perhaps common sense isn’t so common. Certification v Experience Isn’t this silly? It was silly for CNAs, MCSE’s, CISSPs, and […]
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ITIL hands make light work…

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 outage can disrupt world commerce […]
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