Why process maturity is a useless metric for ITSM improvement

Submitted by skeptic on Sun, 2012-09-30 21:27

Process/practice maturity is a metric that should be of little interest when deciding where to focus your improvement efforts, or for measuring the results of those efforts. And CMM process management maturity is even more useless than execution maturity.

Risk and value should be the primary metrics for planning and assessing your improvement.

ITIL auto-implementation

Submitted by TheITILWizard on Thu, 2012-09-27 10:33

? For the #ITIL wizard @theitskeptic If I train all my staff in #ITIL they'll start "implementing" it, right? Thanks!

@korygsmith on Twitter

Book review: IT That Matters. Business porn.

Submitted by skeptic on Mon, 2012-09-24 10:24

itSMF have published another ITSM pocket-book in conjunction with TSO: IT That Matters: An Executive's Guide to maximising [with an "s"!] the strategic value of your IT investment by Dennis Ravenelle (ISBN 978-0117080614). I'm an intellectual fan-boy: I recognise and respect superior intellect. I'm also a writer, and respect fine writing. On both counts I liked IT That Matters. And quoting Nirvana is cool.

In the end though, this is "business porn" like almost all ITSM books. I crave something I can use.

Green sustainable IT is a sop to middle class consciences

Submitted by skeptic on Thu, 2012-09-13 10:14

At the national itSMF conferences of both New Zealand and Australia this year, I had the pleasure of being on a panel with Tristan Boot, Alison Rowe and Karen Ferris called What Happens When the Greenie, Guru & IT Skeptic Meet? to discuss green sustainable IT. Guess which one I was.

Examining the 2012 Gartner Magic Quadrant for Service Desk

Submitted by skeptic on Sat, 2012-09-08 02:18

Gartner have released a new Magic Quadrant for service desk. Get it from BMC or EasyVista (reg req). It is delightfully challenging (for a skeptic) but also disappointing.

The Evolution of Homo Informaticus, or Why VMWare are in the Tin Age

Submitted by skeptic on Tue, 2012-09-04 22:58

We've come a long way as an industry. Some of us more than others. VMWare for example. Their announcement that they replace ITIL is just another Crap Factoid that shows they are still in the Tin Age.

Hear the The IT Skeptic speak about Standard+Case on an exciting new 24 hour world-wide online conference

Submitted by skeptic on Tue, 2012-09-04 11:51

It takes a lot to get the IT Skeptic excited, but here are two things!! Standard+Case and TFT12.

  • Standard+Case is going to change the way we deal with support and operations.
  • TFT12 is a 24-hour world-wide online crowd-sourced ITSM conference.
  • Both of them are enough to get Skep fizzing, and trust me that doesn't happen often.

If you would like to hear about the latest developments in Standard+Case at TFT12 please vote for this topic, else it won't happen. Yes the presentations are being crowd-selected, so I need your vote please to get Standard+Case onto the agenda!

And if you would like to know what Standard+Case or TFT12 is, click the links! or read on for a brief synopsis...

Hear and meet the IT Skeptic

Submitted by skeptic on Mon, 2012-08-27 22:24

Don't miss the announcements on what Skep is up to, e.g. an upcoming webinar on Operational Readiness: Ensuring a Smooth Transition from Project to Production..

The sorry tale of Infra: will VMWare kill it?

Submitted by skeptic on Sun, 2012-08-26 23:50

VMWare are maintaining a stony silence about the future of VMWare Service Manager, better known to most of is as InfraEnterprise, a great service desk product originally out of Australia. Rumours are rife, with a strong concensus that version 9.2 or 9.3 likely to be last version of a total ITSM solution - there will be no VSM 10. VMWorld is on now, let's see what comes of it...

Breaking news: APMG to accredit COBIT5 training industry. Fort COBIT?

Submitted by skeptic on Thu, 2012-08-16 23:02

In a press release today, ISACA announced

Four new COBIT 5 training courses will be launched over the next five months as the result of a new partnership between ISACA and APMG-International.

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