The Skeptical Informer, March 2009, Volume 3, No. 3
The newsletter of the IT Skeptic. All the IT skeptical news that is fit to print... and then some!
|Introduction to Real ITSM A satire on IT operations||$18.99 +p&p Special price!||Yes||Not yet||Yes|
|The Worst of the IT Skeptic all the good stuff from three years of this blog||$19.95 +p&p||Not yet||Never||Yes|
|The IT Skeptic Looks at CMDB||$9.95 +p&p||Never||Never||Yes|
|Working in IT our career, our profession (my personal favourite)||$19.95 +p&p||Not yet||Not yet||Yes|
|Owning ITIL® a skeptical guide for decision-makers||$34.95 +p&p||Not yet||Not yet||Yes|
Too many software vendors stretch the facts when claiming ITIL support in their products. Perhaps they misunderstand ITIL.
The IT Skeptic will look closer at cloud computing in 2009 - the concept seems to need some skeptical scrutiny. Or rather the concept is a pointer to the future, but the vendor hype around the present seems on shakier ground. Quite simply the idea is impractical in most business contexts. It is yet another technical solution to a business problem. Such technical solutions to non-technical problems often don't solve the original problem at all, tend to introduce more of their own, and almost invariably introduce greater complexity to be managed, but IT loves them. They offer a silver bullet OOTB fix to take the pain away - hard to resist. So it is with The Cloud. Take for example migration of existing applications.
News continues to leak about an ITIL Software Endorsement Scheme endorsed by OGC, administered by APMG, and created and assessed by a small organisation SMCG. Without any public discussion at all, a "standard" for ITIL software products is about to be dropped on the unsuspecting ITIL public.
|Open Source product groups are occasionally highly politically motivated - frankly some come from a socialist/anarchist viewpoint of wanting to bring down the evil capitalist system. Whilst I realise that capitalism has an image problem right now, open source tools will never prosper in business until they get aboard business.||
It's not often you find an ITSM blog that is thoughtful, useful, knowledgeable, suitably skeptical, and NOT written to regurgitate basic ITIL descritpions or to advance the ego of the blogger. (How many of those does the IT Skeptic fail on?). The dev2ops blog has been around for a couple of years, quietly providing value. The fact that it is focused on the trendy new infrastructure like cloud etc should not put you off. Much of it is just as applicable to the overlaps between development and operations in the real world. And it's a good read.
There is a distinction between education and certification. If you want to learn about ITIL you can do that in several ways. If you want a certificate to say you have studied ITIL, is it worth it?
For those who can afford $150 annual subscription this McKinsey article looks useful: How CIOs should think about business value.
(Incidentally you will get at least as much value for your money from a McKinsey premium subscription as you will by paying TWENTY FIVE times that much for ITIL Live. Makes an interesting comparison doesn't it?)
For those who are skint like me McKinsey kindly give a lot away from their teasers:
22.214.171.124 Table 4.7 in Service Transition shows a RACI chart.
Roles (columns) are the five stages of the lifecycle (hum... a stage can be a role? though that roles are owned by humans)
Activities (rows) are *again* lifecycle stages
So you can find easily that the Operations stage is responsible for the Design stage (second row) and that surprisingly, the Continual Improvement stage has... 4 accountables (breaking the sacred law)
The authors wanted to transmit a message here, but used the wrong tool.
126.96.36.199 The figure 4.8 shows an example of CMS structure.
In previous paragraph, it states that
"Figure 4.8 shows how the CMS covers the data and information layers of the knowledge/information/knowledge hierarchy explained in section 4.7, KnowledgeManagement."
But in fact the hierarchy shown is Knowledge/Information/Data
IT serves the Business. But we are all generally agreed that we must stop talking about "IT and the Business". IT is part of the business. The users of IT include IT itself. Talk of IT as a distinct entity ("align IT and the busienss") is a Bad Thing. So what should we call it?
I am trying to drive a word out of my vocabulary: "must".
Just how good are the indexes on the ITIL V3 core books? Well if one random test is anything to go by, not very...
Page 60 of SO shows the problem management process as a flow chart. The decision "Workaround" has one single exit, which is not labeled. It directly points to "Create Known Error Record". There is no prerequisite for a known error to have a workaround (known error means we know the cause!).
Additionally there is an arrow coming up from resolution back to "Investigation & Diagnosis" and "Workaround?" (it could be that it also points to "Create Known Error Record", since the graph is very ambigous).
One of the most authorative blogs on CMDBf has provided a comprehensive explanation of the emerging CMDBf standard, if you speak geek.
Problems suffer from the important/urgent dilemma. They are very important but struggle to get attention in the less mature shops over the incoming bombardment of incidents.
This is over simplistic but cute
Please forward this newsletter to someone who would enjoy it
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