The Skeptical Informer, February 2009, Volume 3, No. 2
The newsletter of the IT Skeptic. All the IT skeptical news that is fit to print... and then some!
- it is copyrighted and trademarked. None of the content is in the public domain, though of course the concepts are - they cannot be patented.
- It is printed and published by a private for-profit company TSO.
- It is accredited and certified by a private for-profit company APMG.
- APMG themselves compete with the same EI organisations that they accredit.
- The advisory group that designs the certification program is made up entirely of vendors of the resulting product...
- except for itSMF which is supposed to represent "users" but by its own self-definition (charter) it does not - it exists to "promote service management". As a disipline? As an industry? As a market?
- ITIL's online knowledge portal ITIL Live™ is subscription only (and extremely expensive) despite the original assurances that it would be free. It is owned, operated and copyrighted by ITIL's publisher TSO.
- I estimate the ITIL industry to be worth US$2-5 billion per annum.
Recently we discussed how I think ITIL V3 muddies the definition of Incident, and of Incident Management. As part of that discussion I realised that my own list of Request classes had missed one, "Fault". That list came from my book Introduction to Real ITSM which is a satirical version. A more serious one was originally published by me in the article The Evolution of the ITIL Request on ITSMWatch.
So I thought I'd update my list.
This post has been podcast
[Updated: My review of ITIL V3 "Service Strategy" is no longer available at the original website so I am reposting it here.] If V2 taught us how to walk, V3 teaches us to run. Trouble is, many organizations are still sitting down.
itSMF International is creating a committee to improve the development of chapters. This is a Good Thing, great to see.
I humbly suggest that chapter development is just part of a bigger issue for itSMFI: chapter integration. This is the dead elephant in itSMF's room: the problem so big that everyone studiously ignores it.
My original article People, Practices, Things is no longer available online on the original website. It is reproduced here. I later proposed an alternate model of Community, Activity, Environment.
ITIL defines an incident to be an impact on service or a failure of a CI that might impact service. I think that is clumsy. An incident is an impact on service. Period. A failure of a CI is something else.
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