The IT Skeptic - Comments for "The OGC ITIL V3 Change Log's greatest hits"

BRM is analogous with Sales Manager

ianclayton — Tue, 29 Sep 2009 02:27:15 +0000

Aale

SS book also implies BRM is same as account manager or sales manager... again not in glossary. I'm fairly confident most of what needs to be fixed is not in the Change Log...

half a dozen failed attempts

skeptic — Fri, 25 Sep 2009 20:16:00 +0000

No he doesn't. There's half a dozen failed attempts at publicly created versions of ITIL. It doesn't work: there's not enough people, there's nothing in it for them to motivate them, and there is no review and editorial function to ensure a consistent and high quality result.

I think COBIT5 could be different, given the enthusiasm for ISACA members to contribute volunteer effort, and the amount of energy and people and cash and credibility ISACA will be able to inject to make it happen. Or maybe they'll run into the great tarpit of apathy that all these things bog down in. You just have to look at Wikipedia ITIL.

You mean this one:

Duncs — Fri, 25 Sep 2009 11:12:10 +0000

http://wiki.en.it-processmaps.com/index.php/Main_Page

Business relationship management

aroos — Fri, 25 Sep 2009 08:08:32 +0000

Has anybody noticed this, it is not in Change Log.
Glossary says:
Business Relationship Management
(Service Strategy) The Process or Function responsible for maintaining a Relationship with the Business. Business
Relationship Management usually includes:
■ Managing personal Relationships with Business managers
■ Providing input to Service Portfolio Management
■ Ensuring that the IT Service Provider is satisfying the Business needs of the Customers
This Process has strong links with Service Level Management.

SS book has Figure B1 in Appendix B2 where a box called Business relationsip Management appears. That's it.

Aale

Crowd sourcing ITIL

zennippon — Fri, 25 Sep 2009 08:00:57 +0000

Why not set up a 'Wikipedia' for ITIL. Everybody could add content and we wouldn't need to pay for authors or editors. After a few weeks it would converge into 'crowd sourced best practice'

Only kidding!

rob.

idiomatic entry

skeptic — Fri, 25 Sep 2009 05:29:00 +0000

One more idiomatic entry is identified in Issue 134:
SS 2.4.4.1, the issue asks 'what in household terms is a furnace?' Many countries don't burn bulk hydrocarbon fuels round the clock in the basement. "Furnace" might cause puzzlement in the sensitive Middle East followed by delight on hearing of the explanation.

ITIL Idiom #67 - "...service stinks"

ianclayton — Fri, 25 Sep 2009 04:42:45 +0000

The change log is the tip of the iceberg.

I have assembled over 1100 'decipher statements' in my online library for ITIL. Not typos, but miss-steps in Version2 and Version 3. (Next week I'll be making those available as part of the next version of the best practice online library service). I hope that in the New Testament edition of ITIL they promise they write the glossary AFTER they refresh the books!

The ITIL V3 glossary gives us key terms a misrepresented 'Agency Principle', the 'British Standards Institute' (but no ANSI), a strange definition for COBIT, 'configuration structure' (presumably this is what the book terms a configuration model?), control perspective, 'customer portfolio' (explained as a list of customer - not their investments), client and customer (different definitions), ISO20000 (explained as aligned WITH ITIL!), ITIL (described as a set of best practice guidance), a hacking of Porter's 'Value Chain'.... and so on...

At least the V3 glossary effort removed a few V2 classics, including 'allies', 'customer interrogation' and 'informed customer'.

Anyway, I was also struck and pleased by the commitment by OGC to hunt down and remove any 'idioms'. Here's a taster - CSI page 7, Section 1.4 Usage, and I quote...

"CSI is not an emergency project kicked off when someone in authority yells that the service stinks".

Some other idioms... 'chokepoints', 'the holdup problem', 'tool trap', 'firefighter trap'..

Some interesting statements (wonder how these translate to Tibetan or Korean):

'staff must rotate', 'staff must be minimally certified', 'adequate scarce resources'

Oh one more, checkout 'factors of service availability (active, passive, divers and homogeneous redundancy)' in Strategy and see if you can find it as part of the Availability Management discussion in Service Design...

And a classic from the Design book:

"Architectures and designs should be kept, clear, concise, simple and relevant. All too often, designs and architectures are complex and theoretical and do not relate to the 'real world' ". Have you seen some of the diagrams in this book... page 83 is a doozy.

Not a quick fix....

The IT Skeptic - Comments for "The OGC ITIL V3 Change Log&#039;s greatest hits"