The Skeptical Informer, November 2009, Volume 3, No. 9
The newsletter of the IT Skeptic. All the IT skeptical news that is fit to print... and then some!
Features
Yesterday we looked at how CMM-type maturity is not a measure of how well you are delivering service. CMM only measures sophistication of management, and actually only sophistication of empirical management. The corollary is that maturity assessments are not a measure of whether an improvement exercise was successful, not if the objective was to improve quality of service.
But wait! there's more! Mature management-by-numbers of process is neither a necessary nor a sufficient condition for improving service.
It is pernicious the way the vendors and analysts talk as if CMDB is a given. In fact it is more than a given, it is “the heart and soul of service management” apparently, according to an email about an itSMF Brighttalk. No it isn’t. 95% of sites don’t have a CMDB. Perhaps that explains why service management is so heartless and soulless. And now it is happening with CMS - which by the way doesn't exist. [Updated January 2010]
Perhaps I missed it but I've never seen this idea described before: all sites should have a register of variances from best/generally-accepted/good practice frameworks such as ITIL.
The malls are pumping out carols-muzak, my social diary is filling, the spring winds are howling through Pukerua Bay, a pile of blank greeting cards stares accusingly at me, my son drops hints about electric guitars. Yup, Christmas is coming. Buy something to support the IT Skeptic.
One of these days the world will replace ITIL, or more likely supersede ITIL, with something better. The IT world is evolving too fast for it not to happen. I’m not thinking here – as most folk do – of the advances in technology. ITIL can manage the Cloud, for example, just as readily as anything else. I’m talking about the advances in the maturity of the IT professions, of our better understanding or organization and process, of the growth of governance and assurance.
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