ITIL
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It’s not often that I get to write about breaking news in the IT service management (ITSM) world but this definitely is it (I think the last time was this ). Well I say “breaking news,” many of us were talking about the rumor of Capita winning the “ITIL auction” on Wednesday evening while together at the Service Desk and IT Support Show. The odd thing is that it was probably the only time we were talking about ITIL, the ITSM best practice framework, outside of the sessions over the two days (other than some vendors who were still spouting that their tools are “ITIL-compliant”). But that is a topic for a later date. If you want the “scoop” on the Capita announcement then please look at: But if you want opinion please read on … infact the best opinions might be in the comments section ;)
So Capita Gets ITIL But Will People Finally “Get” ITIL?
TOGAF, the Open Group’s standard for enterprise architecture (EA) methodology and framework, is no longer just a tool for better IT systems. It’s become a method for aligning business and IT by integrating people, processes and technology, Sven van Dijk ( @Vandijk_S ), a consultant with BiZZdesign , explained to IT Business Edge’s Loraine Lawson. Van Dijk has worked with a number of large enterprises to enact enterprise architecture using the TOGAF standard, and will share his experience at the Open Group’s first conference of the year , which will be in Newport Beach, California, Jan. 28-31 . Lawson : What particularly caught my eye was the part about TOGAF as a tool for organizing people, processes and technology in an integrated way. I think a lot of IT people know about integrating technology and organizing it, but how does TOGAF support organizing people and processes?
Enterprise Architecture Standard Aligns People, Business Processes and Technology
Grant Charles Adams
I am an IT Governance and Service Management specialist with over 20 years experience in the strategy, design, transition, operation, management and governance of IT-enabled business services across a wide range of organisations in both the public and private sectors. I am a recognised IT Governance and Service Management subject matter expert and have enjoyed a career covering consultancy, auditing and lecturing and have held Project, Service and Operational Management positions. My passion for ensuring outcome-based services, utilising my extensive IT Governance and Service Management experience, including ITIL (v2 - Manager & v3 Expert), ISO20000, COBIT and TOGAF has enabled me to drive out inefficiencies and increase capability and capacity within some of the largest organisations in the world.Background Cabinet Office develops and maintains a range of Best Management Practice publications covering both the management of business change (PPM) and service management and delivery (ITIL). This includes many world renowned guides such as PRINCE2, MSP and the ITIL range of guidance. A full list of titles is included at Annex A. Together this set of publications provides a comprehensive guidance that is scalable to any organisation and environment.
An Executive Guide to Implementing Best Management Practice - Call for
I am an IT Governance and Service Management specialist with over 20 years experience in the strategy, design, transition, operation, management and governance of IT-enabled business services across a wide range of organisations in both the public and private sectors. I am a recognised IT Governance and Service Management subject matter expert and have enjoyed a career covering consultancy, auditing and lecturing and have held Project, Service and Operational Management positions. My passion for ensuring outcome-based services, utilising my extensive IT Governance and Service Management experience, including ITIL (v2 - Manager & v3 Expert), ISO20000, COBIT and TOGAF has enabled me to drive out inefficiencies and increase capability and capacity within some of the largest organisations in the world.
Grant Charles Adams
Posted November 2nd, 2012 by editor Finally. British government are stepping out of the shoes that never fitted them.
The tender for ITIL & PRINCE2 is out | ITSM Portal
Free Webinars The Marriage between Cloud and Service Management at Global Knowledge
Instructor Marcel Foederer and Corjan Bast About the Presenters Marcel Foederer is an ITIL Expert and trainer with over 20 years of industry experience. He has extensive consulting expertise in advising organizations on IT service management based on ITIL best practices to improve organizational efficiencies and service delivery quality.10 most essential jobs for delivering IT as a business
IT Service Management , we hardly knew ye. There has been plenty of momentum toward ITSM principles and practices, in which IT focuses on running more like a business, delivering services to internal and external customers. It is a more lightweight component of the ITIL methodology. Now, it seems, ITSM is dated -- just as it's starting to appear on corporate radar screens. For starters, drop the "IT" from ITSM, says Forrester's Glenn O'Donnell. (Seconded by his colleague Stephan Mann, who surfaced O'Donnell's original report.)
Following the recent announcement of Forrester’s Voice of the Customer winners and while we wait for the release of a new Forrester book on Outside-In thinking , it seemed an opportune moment to look at the IT service desk from the perspective of its customers (or end users if you are still that way inclined). So the main body of this blog has been written by such a customer – they don’t work in IT they are just heavily dependent upon IT to do their job. This is how they feel … Pre-service desk - old skool IT support seemed to work It feels as though life was much easier before the service desk was introduced into my life. One “IT guy” supported circa 100 staff and was accessible via phone, email, IM, and by simply walking across the office floor.
12 Pieces Of Advice For IT Service Desks – From A Customer!
I need to say something. I need to say something about ITIL in light of all the “poking” I have done via various mediums (such as the What Next For ITIL? and Giving Back To The IT Service Management Community blogs). The fact that ITIL is an easy target; and that breaking something is far, far easier than creating something. Hopefully, we all appreciate that it isn’t really that difficult to pick fault with just about anything, even if it is nigh on perfect (oh, and that is not intended to be read as “ITIL is perfect”). But as the oft-quoted senior manager quote says: “Don’t bring me problems, bring me solutions.”
“We Need To Talk About ITIL”
January 9th, 2012 by Melanie Watson Over the past year, ITIL has undergone a range of updates to accommodate users’ feedback and suggestions for improvement. The ITIL 2011 Lifecycle Publication Suite is now easier to read and understand and has resolved errors and inconsistencies in the content. Since the 1st January 2012, the new set of ITIL exams are now fully aligned with the 2011 version of the syllabus documents and will reference material only from ITIL 2011.
Not yet convinced about ITIL 2011?
IT Infrastructure and Operations Management Role | Gartner Technology Research & Events
Whether it's developing next-generation skills or optimizing costs of current workloads to free up budget dollars for new efforts, IT infrastructure and operations leaders are facing tremendous challenges. The need to develop and manage a flexible infrastructure has emerged as a top priority. IT Infrastructure and Operations Management Events Gartner IT Infrastructure Operations & Data Center Summit 13-14 May 2013 | Mumbai, India The Data Center of today and the future continues to evolve. This Summit offers guidance on turning today's improvements in IT infrastructure and process efficiency into tomorrow's business advantage. Hot topics to be covered:ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. IT Service Management (ITSM) derives enormous benefits from a best practice approach.
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Service Management is a fundamental pillar for the cloud - CA on Service Management
I have written much over the last 24 months about the value of cloud computing and the inevitability that this will be fundamental to the delivery of technology enabled business services. Following the recent, well-documented cloud outages including Amazon Web Services and the Sony Playstation Network , I was asked this week if my opinions on cloud have changed. In fact, one organization I visited told me that these outages had led to a reinforcement of their no cloud policy.Network World - As large enterprises search for solutions to get the most out of their outsourcing vendors, many are turning to operational frameworks like Information Technology Infrastructure Library (ITIL) to improve the effectiveness of IT service delivery. While ITIL is commonly adopted as the standard for IT service management best practices, its current framework does not provide a road map for achieving its proposed end-state. Additionally, the complex and time-intensive task of aligning service providers and contracts makes ITIL adoption challenging for enterprises that outsource. IT service management industry celebrates 20 years of ITIL best practices A competency-based ITIL maturity model can successfully reduce the risks of traditional approaches, which often require a full contract renegotiation with outsourced vendors.
A competency-based maturity model to reduce ITIL adoption risks
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