ITIL

The IT Infrastructure Library www.itil.co.uk

ITIL Service Delivery Manager

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.

Remarkably frank, but what are the benefits of the ITIL V3 Update?

itSMF International have released a remarkably frank document describing the ITIL V3 Update. It's also a bit odd: it carries the banner of itSMFI but it is unsigned and undated. And it doesn't answer the question it poses: "ITIL® V3 Update, what are the benefits?"

The IT Skeptic looks at ITIL Lite

The IT Skeptic was pretty scathing of Malcolm Fry's first ITIL V3 Complementary Publication, Building an ITIL-Based Service Management Department. Personally I wouldn't buy it (again). Malcolm's second "official" V3 book ITIL Lite is different. It is worth buying just for Chapter 2: "a simple but effective approach to ITIL process engineering". I got several great ideas from it and the overall methodology is a good one. But ITIL Lite has several fundamental assumptions that many will disagree with. These assumptions will mislead an already confused user community, and I think they spoil the rest of the book.

Even Gartner say ITIL adoption is limited and falling

The IT Skeptic rails against Crap Factoids often enough. They're rubbish. They're even funnier when the results undermine the position of the hype-merchants keen to push them. Everyone waves around Gartner's numbers in support of their own positions, blithely ignoring the fact that Gartner just pull these statistics out of their own ...ahem... analyst. I don't see any of the ITIL zealots quoting this set though. Check out slide 7 "Polling Results: Characterization of ITIL Adoption".

It's official - ITIL is a commercial product

It is clear from reading a recent complaint report from the British Government agency OPSI (the Office of Public Sector Information,
part of the National Archives) that OGC and Van Haren Publishing aren't best mates any more. VHP allege a number of non-competitive practices, most of which OGC managed to duck as being outside the scope of OPSI's remit. Read the report yourself for the detail, but I take some interesting points from it:

ITIL product compliance criteria are no longer a secret

APMG have done the right thing by publishing the assessment criteria for ITIL compliance. I was tempted to say they had no option because the arrangement was so absurd. And it probably was the silliest thing in the ITIL world

Castle ITIL further degrade the standards of ITIL V3 certification and training

It is confirmed from multiple sources that APMG have raised the number of students per instructor for ITIL V3 Intermediate courses from 12 to 18. [Update: well strictly speaking I shouldn't blame APMG, it is the almost invisible IQB, the murky body that represents all the snouts at the trough of training (and not to be confused with itSMFI's International Qualifications & Certifications ESC - the IQC)]. This is clearly recognition that ITIL V3 certification is not about teaching people anything, and will serve only to reduce the perceived market value of an ITIL Intermediate certification. Add to that the fact that this has not been announced to the public (as far as I can detect) and you can see that ITIL certification is all about the industry not the customer.

A study in governance: comparing Castle ITIL with ISACA

It is always illuminating to use COBIT as a benchmark to study ITIL. In recent days, ISACA has announced another solid Board, whilst itSMF continues its infighting (see below), APMG expands its empire, TSO goes its own merry way unanswerable, and OGC tightens control over - and profit from - what everyone thought was public property (blog coming if I can ever unravel it all).

"Business" in ITIL?

Dear Wizard,

It's been a few days since I started to discover the world of ITIL and to study for the Foundation exam.
In the book(s) there is a number of "Business" words, and I cannot understand what side of business do they talk about: "Business Capacity Management", "Business Service (Management)", "Business Continuity Plan", "Pattern of Business Activity", etc. Their definitions are really puzzling.

One reason why OGC has to make some serious money out of ITIL and PRINCE2

Ever wonder why OGC is so commercially-motivated? It's unusual for a government department in a country with a committed goal to put publicly owned data into the public domain. For one clue, check out this list from the BBC of the UK's highest paid civil servants.

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