Wizard Wisdom: answers from the ITIL® Wizard

Got a tricky question about ITIL®?

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

No question too hard for the Wizard! (You must be logged in first)

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)

Bookmark this post with:

For pity's sake people, this stuff is SATIRE! Will you quit taking it seriously please. Learn to read critically for your own protection. Sheesh.

Conducting a root cause investigation on a 3rd party

Dear ITIL Wizard,

Our problem is this: We are being expected to conduct root cause on problems that impacted us but which are owned and maintained by 3rd parties who will also have their own Problem and Incident teams. This means spearheading investigation and exploring ways to remedy problems at another company! It's like sorting out your mate's wife's gambling addiction because it's making YOU have to fork out for John's beers whenever you go out! No, John should be telling YOU what he's doing to sort the problem out.

how to become a ITSM consultant and that too a good one

Hi Mister Wizard

I have just done my graduation and earning an average salary. I am interested in ITIL and want to learn more about ITSM consultation. Could you please help me on how to become a ITSM consultant and that too a good one.

Regional ITIL Foundation certifications

Dear Mr Wizard

Does the steps shown here, cover the ITIL foundations exam in Canada. Please advise

Visitor

ITIL roles

Dear Mr Wizard

I would like to ask you questions regarding Incident Manager and Service Delivery Manager roles.

How are those two roles different for each other?

ITIL V2-V3 Managers Bridge

Dear Wiz, I am just starting to dive into the V3 material in preparation for the exam and I am getting a bit frustrated, the new core volumes are not clear in what the goal and objectives are...I mean I know what they are, but they don't actually document them specifically like they did in V2, so pending what material I am reading it can vary slightly. I can piece it together with commonsense , but the concern is the exams are generally very precise in how they want you to answer, as in V2 you had to know the goals, objectives verbatim...am I alone in this confusion?
Curious

ITIL is not a tool it is a framework

Dear Mr Wizard

Is ITIL the best tool available?

IT Guy

ITIL v3 Process Maps

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