ITIL 101 for software vendors

Submitted by skeptic on Fri, 2009-03-13 05:04

We recently discussed how too many software vendors stretch the facts when claiming ITIL support. Giving them much benefit of the doubt, we thought they might be confused. if so, here is ITIL101 for software vendors to help straighten them out.

Updated terms and conditions for this site

Submitted by skeptic on Fri, 2009-03-13 04:55

The terms and conditions of use of this site have been updated in preparation for Google's new "interest-based advertising". The following text has been added:

ABC Cafeterias

Submitted by skeptic on Thu, 2009-03-12 08:14

Too many software vendors stretch the facts when claiming ITIL support in their products. Perhaps they misunderstand ITIL.

For those who have NOT yet bought the IT Skeptic's book Introduction to Real ITSM, why not?

What should IT call the Rest Of The Business?

Submitted by skeptic on Wed, 2009-03-11 18:44

IT serves the Business. But we are all generally agreed that we must stop talking about "IT and the Business". IT is part of the business. The users of IT include IT itself. Talk of IT as a distinct entity ("align IT and the busienss") is a Bad Thing. So what should we call it?

The word all consultants and writers should avoid: "must"

Submitted by skeptic on Wed, 2009-03-11 04:35

I am trying to drive a word out of my vocabulary: "must".

The ITIL V3 indexes

Submitted by skeptic on Sun, 2009-03-08 21:52

Just how good are the indexes on the ITIL V3 core books? Well if one random test is anything to go by, not very...

CMDBf ...um...explained

Submitted by skeptic on Thu, 2009-03-05 22:08

One of the most authorative blogs on CMDBf has provided a comprehensive explanation of the emerging CMDBf standard, if you speak geek.

Problem management process graph is wrong

Submitted by mbuzina on Thu, 2009-03-05 12:57

Page 60 of SO shows the problem management process as a flow chart. The decision "Workaround" has one single exit, which is not labeled. It directly points to "Create Known Error Record". There is no prerequisite for a known error to have a workaround (known error means we know the cause!).

Additionally there is an arrow coming up from resolution back to "Investigation & Diagnosis" and "Workaround?" (it could be that it also points to "Create Known Error Record", since the graph is very ambigous).

The Rise of Governance and Assurance

Submitted by skeptic on Mon, 2009-03-02 04:42

Interest in IT Governance is rising rapidly, but a new ISO standard makes clear that the term is often misused. What we are really seeing is a rise in interest in IT Governance and Assurance. Along with Service Management these will provide the three supports for business-IT alignment, as predicted by the IT Swami.

Syndicate content