ITIL

The IT Infrastructure Library

Why ITIL is IT-centric not customer-centric

Submitted by skeptic on Sun, 2011-05-22 10:35

Despite all the fine words, ITIL is clearly still a body of knowledge written by IT geeks for IT geeks and focused inward on IT. It has as much to do with the customer as a blue-print for a ship has to do with fishing.

Questioning the tenets of ITIL

Submitted by skeptic on Sun, 2011-05-01 06:18

A nice lady from BMC asked me on twitter "which ITIL tenets do you question?". I think a number of tenets of ITIL are open to question, even if I have formed my own conclusions for some of them.

Real ITIL training

Submitted by skeptic on Sat, 2011-04-30 19:05

The ITIL training industry is geared up to produce standardised certified theoretical courses. We've seen a lot of simulation games added to the mix to try to make the training a bit more practical but it is still nowhere near what I would call real ITIL training.

Ructions in Castle ITIL over Licensed Software Assessors for the ITIL Software Scheme?

Submitted by skeptic on Fri, 2011-04-29 04:26

Idly browsing the other day in another context, I noticed a most peculiar omission on the "ITIL Official Website" (that always strikes me as such a pompous name)...

We need a movement

Submitted by skeptic on Tue, 2011-03-29 04:33

"What if..." "What if..." So many great minds, and a few not-so-great ones, are trying to "solve" ITSM right now. It's a geek thing. It's a man thing.

ITSM open content

Submitted by skeptic on Sun, 2011-03-27 12:44

Right now the ITSM community seems to be abuzz with suggestions for open contribution repositories for ITSM knowledge and discussion. As one who has had a few cracks at this, let me assure you that if you build it, they won't come.
[Updated: let's compile a list of sites, see below]
The ITSM road is littered with the rusting wrecks of open ITSM bodies of knowledge (BOKs). Open ITIL, the ITIL Wiki, the ITIL Open Wiki, the ITIL Process Wiki, the People's Liberation Front of Judea...

Response from British Government to appeals for Free ITIL

Submitted by skeptic on Fri, 2011-03-25 01:10

The response to calls for an open ITIL has been disappointing, but perhaps should have been expected. It amounts to a single-digit salute from the Brit. Gov.

ITIL Problem versus Risk

Submitted by skeptic on Wed, 2011-03-23 08:44

It was one of the great ITSM philosophers, Jan van Bon who first explained to me that Problem Management is but a special case of Risk Management.

In a purist theoretical sense he is right, but on a practical level I think the distinction is useful. It is certainly entrenched.

ITIL v3 Process Maps

Submitted by cmajewsk on Fri, 2011-02-04 08:01

Oh Great ITIL Wizard,

What do you think of these ITIL process maps. Are they worth it? It looks to me just something else to update, however, if put to actual and continual use, they could be a tremendous benefit. Especially for a company that is just starting to implement ITIL best practices...

Much appreciated,

cmajewsk

Why Free ITIL?

Submitted by skeptic on Sat, 2011-01-29 21:49

Further to my recent post on Free ITIL, several people are still asking "Why?", so let me elaborate a little on why it should happen and why you should support the idea.

The online world is used to free content. In many minds, this has come to mean free as in free beer not free as in free speech, i.e. gratis not libre. This is unfortunate but not part of the discussion today. Here we are talking about free libre content. It is how the 21st Century world will work.

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