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Wizard Wisdom: answers from the ITIL® Wizard



Got a tricky question about ITIL®?

Ask the ITIL Wizard! for the best advice on the Web.

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Here you have all the Wizard Wisdom collated in one place for you as a rich resource of ITIL insight.

The ITIL Wizard prefers to remain anonymous because, as a recognised industry-leading expert on ITIL, he has more work than he can handle already. This column is just his way of giving back to the industry that rewards him so well.

(There are links at the bottom of each answer for you to scroll back and forward through the wisdom)

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Service is defined in terms of the CMDB

Question for the ITIL Wizard submitted by TheITILWizard on Thu, 2010-03-04 09:32. [nid:1801]

Dear Wizard

A comment on this IT Skeptic blog said "I have always considered ITIL to be distinct from SM. It considers itself 'good practise' in other words an accumulation of experience or body of knowledge. Wheras SM is based on the concept of a 'service' which is defined in terms of a CMDB. To me both service and CMDB are not clearly defined and lead to confusion. ITIL for all it's faults is a framework take it or leave it wheras SM and iso20000 is a standard based on unclear concepts."

Is it true that service is defined in terms of a CMDB?

Signed
W.T.F.

Dear W

ITIL security guidance

Question for the ITIL Wizard submitted by Visitor on Wed, 2010-02-17 10:22. [nid:1691]

Dear Wizard

Does ITIL contain some reference about signatures, and disclaimers in outgoing mails ?

I'm certified in ITIL foundations, and i've done some research about but nothing has been found. There's the typical disclaimer, but nothing more i think.

Signed
Puzzled

How to implement ITIL for a client?

Question for the ITIL Wizard submitted by skeptic on Thu, 2010-02-04 18:59. [nid:1813]

Dear Mr Wizard

I am certified in ITIL V3 foundation and my company is planning to implement ITIL at one of our client's site.

ITIL for Telecom Techs

Question for the ITIL Wizard submitted by ITIL4Tcom on Mon, 2010-01-04 09:51. [nid:1789]

Dear Wiz;
I manage a large workgroup of telecom techs that see ITIL as just a framework for the Service Desk and feel the processes should not apply to them and the work they do (supporting WAN transmission equipment, PBX systems, Base Radio systems, etc...). Are there references to implementing ITIL within a Telecom organization?

A few quick questions about ITIL

Question for the ITIL Wizard submitted by TheITILWizard on Thu, 2009-12-10 22:46. [nid:1765]

Dear Wizard

I have been tasked with a project to introduce service management globally in our organisation. I hope you can help me with a few quick questions

Should every major incident produce a problem record?

Question for the ITIL Wizard submitted by TheITILWizard on Sun, 2009-12-06 08:54. [nid:1756]

Dear Wiz

The auditor pinged us for not creating a problem record every time we have a major incident. I've been through ITIL V3 and ISO20000 and I can't find anything that says we should. What do you think?

P***ed Off

Can ITIL save us from the Recession?

Question for the ITIL Wizard submitted by TheITILWizard on Sun, 2009-12-06 01:40. [nid:1755]

Dear Wizard

Can I use ITIL to protect my IT department from the effects of this Recession?

Thanks
New CIO

Is ITIL a standard?

Question for the ITIL Wizard submitted by TheITILWizard on Fri, 2009-11-27 08:35. [nid:1744]

Dear Wiz

Is ITIL a standard?

From
Framework researcher

Who created ITIL?

Question for the ITIL Wizard submitted by TheITILWizard on Mon, 2009-11-09 18:12. [nid:1727]

Dear Wizard

Who created ITIL? I need to know for a web article I'm writing

Thanks
Eric

V3 managers certification

Question for the ITIL Wizard submitted by skeptic on Thu, 2009-11-05 20:17. [nid:1720]

Dear Wiz

When will be ITIL V3 managers certification is start and what will be cost of examination ?

Sonny

Please be aware that The ITIL Wizard is satire. It is not meant to be taken seriously, it should not be used as advice on ITIL or anything else, it is frequently wrong (though occasionally alarmingly right).

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