V3

What ITIL V3 says about the distinction between a Call and an Incident

A hundred users call up and say they can't get emails. One incident or 100?

Fundamental and simple question. Go check ITIL for the answer. I'll wait.

ITIL Still Needs to Embrace the Collective

In my recent article on ITSMWatch, I hammer once again on the great doors of Castle ITIL, right next to the faint marks from when I did so last time. ITIL needs to open up to the huge community it has created.

ITIL-COBIT mapping shows even less coverage by ITIL

Along the way, I've somehow never got around to discussing a very important paper: Aligning COBIT® 4.1, ITIL® V3 and ISO/IEC 27002 for Business Benefit. This is one of the official OGC Alignment White Paper Series that do the alignment between ITIL V3 and the other frameworks, that ITIL V3 should have done in the first place.

The OGC ITIL V3 Change Log's greatest hits

If you are thinking the ITIL V3 2nd Edition or Refreshrefresh - or whatever it is called - is just about adding a few missing semicolons and spelling Ivor Macfarlane's name right, think again. Even if they get talked out of this plan to rewrite (read: dumb down) the whole of Service Strategy ("oooh ITIL is HARD - why can't it be easy like TV?"), take a look at some of the errors to be fixed in the books. Remember, paid authors for each book from major corporations, hundreds of reviewers, professional commercial publisher with professional editors... and we get:

No new concepts in the ITIL V3 2nd Edition - the ITIL RefreshRefresh?

"New concepts are not to be added" says OGC's "Mandate for Change", the Project Requirements for the ITIL V3 Refresh refresh

why on earth did ITIL V3 rename Forward Schedule of Change to Change Schedule?

This has been bugging me for a long time: why on earth did ITIL V3 rename Forward Schedule of Change to Change Schedule? Beats me, and it is counter-productive.

Egg on face from the ITIL Refresh Refresh: we can do better at reviewing bodies of work

The whole of New Zealand was out by 190 metres - we're in the middle of fixing it. No big deal: redraw, rebrand, reprint, redistribute every single topographical map of the country; recalibrate/reprogram some of the GPS devices; run batch programs to change the coordinate position of everything in every database in the country; work really hard to make sure all the emergency services stay on the same page ...er... map. Simple really. Harder is telling people it is happening: nobody I speak to even knows. It would have been a little simpler if they had got it right the first time, but that is unfair criticism since technology has moved on over the however-many decades or centuries since they surveyed it for the last set of maps. The errors took a long time to show up (when GPS became widely used).

Imagine the reaction if it were to come out in a year or so that the latest set of maps is still wrong.

ITIL V3 Service Operation disconnect between Incident and Problem Management

There seems to be a major disconnect between ITIL V3 Incident and Problem Management.

Pass the ITIL Foundation exam in six easy and (almost) free steps

If you know something about IT operations (not just development) and your IQ is in triple figures then passing the ITIL Foundation exam should be no big deal and no big investment. (If in doubt, read the testimonials in the comments below). Follow these six nine eight seven steps:
[updated 14/4/2015 ]

Confusion around Best Practice in ITIL - Foundation exams questions unfair

Recently I sat the ITIL V3 Foundation exam. Studying for it, sample questions show that there is now officially a distinction between "best practice" and "good practice" and it is worth a point in the exam to know the difference (and it was!). But I don't know how a student is expected to know about that distinction in meaning. In fact I think the questions are totally unfair.

Syndicate content