skeptic's blog

ITSM incident and problem: two names for three things

Debate around the definitions of Incident and Problem never seems to end.
Here's my take on the fundamental issue that fuels the endless arguments: we have two entities trying to do three jobs.

When a service breaks, we have to deal with three things in support:

How Operational Readiness should be done

I've written before about Dead Cat Syndrome and the importance of having a specific Operational Readiness function (i.e people). I saw this at a client site:

No we haven't passed the Turing Test

The New IT Age brigade will be all in a tizzy over the announcement that a computer has passed the Turing Test. We haven't, not really. We may have passed a silly little game, but we're not even close to an Artificial Intelligence that is indistinguishable from human.

If all I had was a hammer

Sometimes vendors need to pitch their tools as something less than the solution to all ills. Especially when it is a gadget.

The real Shadow IT is not about personal computing

There seems to be a wide-spread misapprehension that Shadow IT is exemplified by BYOD, that staff bringing their own personal devices is somehow making a big hole in IT's control of core information processing.

DevOps following in ITIL's footsteps

Listening to the DevOps world (I am immersing, or at least paddling) it sounds so exactly like the ITIL experience that I am literally laughing out loud:

nimbleness and the need to compete via technology

I've written before about how "the need to compete" is too often puffed up as a driver for technical change. Lots of IT people lack any objectivity around the business value of cool technology.

ITIL v3 - what standard is this based on?

Somebody asked me this question recently: ITIL v3 - what standard is this based on? I thought I'd share (and extend) my reply here.

There is no standard for ITIL, at any version. ITIL is not based on any standard. No organisation can be certified as compliant with ITIL.

no such thing as ITIL consultants

Nailed it.The Practitioner’s Dilemma: How to Adapt ITIL http://itsmtransition.com/2014/07/how-to-adapt-itil/

"The magic happens when practitioners become expert at adapting best practices to solve their organization’s challenges."

Well yes. That's been true of consulting forever. ITIL only ran off the rails when supposed experts lost sight of that 

Making fun of Customer First

It's too easy...

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