The IT Skeptic - Just plain wrong

When does CSI begin? P.22

tim.malone — Mon, 17 Aug 2009 23:54:07 +0000

In section 2.4.9, the first paragraph on page 22 states "An IT organization does need to wait until a service or service management process is transitioned into the operation area to begin identifying improvement opportunities".

Obviously plain wrong and contradicted by the rest of CSI and common sense.

SO 4.2 Incident Management process never determines the service

skeptic — Mon, 10 Aug 2009 07:00:50 +0000

[corrected:] At no point in section 4.2, Incident Management, is determing the service ever mentioned. in fact services in general are hardly ever mentioned, other than refering to SLAs (for details see comment below).

Not even in incident categorisation or prioritisation or any activity. There is no mention of service impact analysis.

The CMS is only accessed to 'identify the CIs affected' and get 'relationships between CIs'. The Service Catalogue apparently doesn't exist.

ST p76 Table 4.7 Nonsense RACI chart

avallesalas — Fri, 13 Mar 2009 09:31:40 +0000

4.3.5.3 Table 4.7 in Service Transition shows a RACI chart.

Roles (columns) are the five stages of the lifecycle (hum... a stage can be a role? though that roles are owned by humans)

Activities (rows) are *again* lifecycle stages

So you can find easily that the Operations stage is responsible for the Design stage (second row) and that surprisingly, the Continual Improvement stage has... 4 accountables (breaking the sacred law)

The authors wanted to transmit a message here, but used the wrong tool.

ST p69 Wrong hierarchy in the CMS

avallesalas — Fri, 13 Mar 2009 09:09:31 +0000

4.3.4.3 The figure 4.8 shows an example of CMS structure.
In previous paragraph, it states that

"Figure 4.8 shows how the CMS covers the data and information layers of the knowledge/information/knowledge hierarchy explained in section 4.7, KnowledgeManagement."

But in fact the hierarchy shown is Knowledge/Information/Data

Problem management process graph is wrong

mbuzina — Thu, 05 Mar 2009 12:57:20 +0000

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).

SD p101: MTBF

HAZET — Fri, 25 Jul 2008 14:54:04 +0000

Not considering that there is quite a lot of discussion about the usage of the acronyms MTBF, MTTF, MTRS and so on, this is simply wrong (or at least inconsistant):

MTBSI = Available time in hours / Number of breaks
MTBF = (Available time in hours - Total downtime in hours) / Number of breaks

Available time to my understanding is the time the service is up and running properly. Some people call it "uptime", though that is easily confused with the moment in time the service comes up. So it should be:

Available time in hours = uptime = Total time - downtime

Hence:

definition of incident

aroos — Fri, 14 Mar 2008 06:53:10 +0000

SO book describes incident in a strange manner. The definition is incorrect and contains a short description of the process as well. The process description contain also events. It looks like the author did not know or understand what the V2 definition of incident is and forgot to edit the definition.

The box on page 46 states:

In ITIL terminology, an ‘incident’ is defined as:
An unplanned interruption to an IT service or
reduction in the quality of an IT service. Failure of a
configuration item that has not yet impacted service

SO p58, p61 ‘unknown’ deleted

skeptic — Wed, 12 Mar 2008 10:32:19 +0000

58
In first sentence of section 4.4, ‘unknown’ deleted
61
In first bullet point of 4.4.5.1 ‘an unknown cause’ changed to ‘a cause’

SD p291 Glossary: Brainstorming

skeptic — Wed, 12 Mar 2008 09:54:00 +0000

Under the glossaery definition for ‘Brainstorming’ change the words ‘Service Operation’ to ‘Service Design’

SD p214 ‘Service Transition Pack’ changed to ‘Service Design Pack’

skeptic — Wed, 12 Mar 2008 09:50:46 +0000

214
8.5.1 Prerequisities for success
In left hand column, 4th line from bottom, ‘Service Transition Pack’ changed to ‘Service Design Pack’
214
8.5.2 Critical Success Factors…
In penultimate bullet point on page, ‘Service Transition Pack’ changed to ‘Service Design Pack’

SD p145 Figure 4.27

skeptic — Wed, 12 Mar 2008 09:41:48 +0000

In Figure 4.27, bold text on left hand side of figure changed to ‘Information Security Management System (ISMS)’.

SD p79 ‘Catalogue’ replaced with ‘Level’

skeptic — Wed, 12 Mar 2008 09:39:19 +0000

In first sentence on the page, replace ‘Service Catalogue Management’ with ‘Service Level Management’

SS p238 Glossary: Cost Model

skeptic — Wed, 12 Mar 2008 09:21:27 +0000

In the definition for ‘Cost Unit’, ‘(Financial Management)’ was changed to ‘(Service Strategy)’

Retired Services shown inside Service Catalogue

Rumagoso — Thu, 20 Dec 2007 11:42:46 +0000

Retired Services are wrongly placed inside Service Catalogue at Figure 4.11 of the ITIL v3 core book Service Strategy.
The Service Porfolio contains mutually exclusive (but related; they're correspond to consecutive status of the service lifecycle) the Service Pipeline, Service Catalogue and Retired Services.

Service Catalogue should be ending at the right limit of the big Service Operation circle.

This error was noticed after a post by Dmitry: http://itilblues.wordpress.com/2007/07/16/service-portfolio-and-service-catalogue-and-itil-v3/#comment-383

Definition of Accounting in glossary

skeptic — Sun, 01 Jul 2007 21:32:20 +0000

"Definition of Accounting in glossary is incorrect, includes activities associated with Budgeting (comparing costs with budget to determine and manage variance)."

[from http://www.best-management-practice.com/changeLog/maintainIssue.aspx?ID=11 ]