The IT Infrastructure Library www.itil.co.uk
Who does the service desk serve? That comes back to what the support service is there for.
Implementing ITIL is easy. Really. Here are the secrets of Easy ITIL:
Why did OGC get control of ITIL licensing content back from the British Government agency (OPSI) that is tasked with making government IP freely available to the public or at least free from monopolistic trading on it? Did TSO spit the dummy at the competition for their ITIL product sales? Or is it just that OGC are tasked with becoming a profit centre instead of a body for the public good? And where does that leave all the volunteers who so willingly contribute to the promotion and translation of ITIL? Who are they working for? We've had our share of commercial dirty deeds in ITIL's past but this latest lot may be the most troubling. (and check out this amazing video from the 1970s: AC/DC in their early days on Australian TV)
Apparently ITIL people are obstructing the Cloud. Once again the poor techno-geeks' creative brilliance is stifled by unnecessary process.
This book is essential reading for all decision makers (IT-literate or not) who are presented with an ITIL® proposal or who are asked to oversee an ITIL project, or who find something called “ITIL” or “Service Management” in their budget. It tells you what the ITIL industry won’t. For everyone else involved in ITIL projects, this book is just as essential to help you through the ITIL minefield.
Now available on Kindle.
Recent ITIL certification stats published by EXIN that originate from APMG show clearly that over quarter of a million ITIL certifications are issued every year (extrapolating the 9 months of stats).
200,000 of them are V2 and V3 Foundations. V3 Foundations outnumber V2 Foundations by about 6:1. So every year we certify another 200k ITILers. Think about it: three years of V3 certs, plus a decade of V2 certs. There was a rumour a while ago on twitter that we'd passed the million. I have no doubt it was true. As Mythbusters would say: "plausible"
Oh dear. “The heart of ITIL is the CMDB”? No it isn’t. Not unless you are looking at ITIL from underneath. Yet another example of inside-out thinking instead of outside-in. Do customers care about the CMDB more than the Catalogue? No. Is ITSM about being customer-focused and service-centric? Well, I thought so.
The heart of ITIL is the service catalogue.
There's a lot of rubbish on the Web about ITIL (not on this blog of course). Take Service Owner. Actually there's a lot of rubbish in ITIL about Service Owner, or rather a lot of ambiguity and not a little outright contradiction. So it's hard to blame other web authors. But really, look at this:
Pierre Bernard over at Pink Elephant had a "personal rant" about "people «complaining» about the ITIL® V3 scheme" and "much negativity presently in various blogs and social media sites about the ITIL® v3 scheme". That'd be me, for one, so I feel compelled to comment.
Maybe I missed it, but ITIL V3 doesn't appear to have one person owning and accountable for the customer experience. I don't mean for one service, for one process, for one customer: all of it.