Cloud Wars In 2014: Amazon Versus Google And Other Follies - Performance Critical App News. World's Largest Professional Network | LinkedIn. Latest Blog Posts. Is our emphasis on Service ‘ Management ’ wrong? Should it really be Service ‘ Governance ’ rather than ITSM or ITIL? An imagined chat in a lift Chairman of the Board: You’re one of those ‘Service Management’ consultant’s, aren’t you – you were at yesterday’s presentation.. Consultant: Yes, that’s right, we were presenting on ITSM and ITIL. Chairman: Perhaps you can help me understand. I know our Operations is in a mess, and I understand that this ITIL framework is supposed, somehow to sort it out, but I don’t believe in silver bullets – it’s been tried before and failed – and, in any case, the training seems to be for techies and first-level management, so why should I even know it exists?
Consultant: I understand your confusion. Chair: Governance? Consultant: I didn’t say ‘IT’ governance. Chair: Really? Consultant: Yes, and yes. Chair: So we’d actually know what we were paying for our sales, manufacturing and financial systems and what business value they were delivering? ITIL Dinner Conversation: "Please Pass the Whine" I was at a dinner party a few weeks ago where someone asked me if my company “did ITIL”. I said we helped companies with IT service management (ITSM) and that ITIL was one of the many methods we used . My fellow guest then went on to complain about how their company was organizing along ITIL and that ITIL was being forced down their throats and that anyone who didn’t get on board with ITIL should look for another job. ITIL was definitely a four-letter word to this person. I politely listened while sipping my wine (and listening to my companion whine) and thinking to myself that this was a classic case study in organizational change management and an example of why so many ITSM initiatives fail.
We eventually changed topics and went on to enjoy an ITIL free dinner. I was reminded of the conversation a few days later when I saw a “tweet” from David Ratcliffe of Pink Elephant on how IT organizations shouldn’t take on a whole new structure based on ITIL process names. About the author: Cern uses ITIL to rethink facilities management. CERN, the home of the Large Hadron Collider, is using IT service management (ITSM) to support operations outside the IT function. Reinoud Martens, service manager at CERN, has been taking the IT out of ITSM and applying service management best practices to waste, fire brigade, people, transport and green space management at the particle physics laboratory.
"ITIL is not just for IT," he says. "There is nothing equivalent to ITIL outside of IT. " Martens has spearheaded the application of IT service management to facilities management following the appointment of a new CERN director general. Previously, CERN used various tools, including Filemaker, SharePoint and a custom version of Remedy that was not aligned with the Information Technology Infrastructure Library (ITIL). Creating a catalogue of business services "The idea started while I was establishing ITSM best practices. IT service management runs CERN's faculties helpdesk "Oracle is not a service, it is a function," says Martens. 1. 2. 3. The Helix SMS Daily. So Capita Gets ITIL But Will People Finally “Get” ITIL?
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 ;) ITIL in 2013 Many of us have written about ITIL from how to get started, common adoption mistakes, how ITIL needs to change, to that “We need to talk about ITIL.” What it means (as my opinions begin to form) Enterprise Architecture Standard Aligns People, Business Processes and Technology. 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? Van Dijk: My presentation is really about how can organizations use enterprise architecture. TOGAF is very big. ITIL tools. Global Standards and Publications.
An Executive Guide to Implementing Best Management Practice - Call for. 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. However, the comprehensive volume of guidance available can make it difficult for organizations to select the right guidance that best suits their needs. Requirement This guide is intended for senior executives seeking to improve the delivery of change or services in or by their organizations. The guide will identify the issues that lead to the adoption of best practice processes and techniques and the factors that require organizations to improve performance.
Author requirements Neil GloverThe Stationery Officeneil.glover@tso.co.uk. The tender for ITIL & PRINCE2 is out. 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. Corjan Bast, a global product manager, works closely with experts in organizations that drive industry-accepted common and best practices, such as CompTIA, ISACA, and ISO, to incorporate those practices into innovative learning solutions. He collaborates with industry professionals to publish articles and deliver presentations on the latest trends in IT governance. The cloud computing market is growing rapidly, and the latest Gartner Hype Cycle shows that the hype around it has recently transformed into reality.
Cloud has significant implications on many roles within an organization and on IT service management. 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 ITILmethodology. 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.) Successful ITSM, O'Donnell and Mann state, "requires customer obsession, relentless focus on just the right portfolio of services, automation, and an expansion far beyond ITIL and the walls of the infrastructiure and operations organization.
" In other words, a lot of business and customer-service skills. So, drop the IT from ITSM, and add "automation," the analysts urge. Automation architect. (Photo: US Bureau of Labor Statistics.) 12 Pieces Of Advice For IT Service Desks – From A Customer! 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. Times change, businesses grow, and technology becomes more complex and so we have to move on. Thinking bigger picture That said in reality does it really matter to a customer whether: Their IT support is run by one “IT guy” or via a service desk? Blog | IT Solutions | Cardiff | IT Consultancy | Sulman Consulting. “We Need To Talk About ITIL” 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.” I have great admiration for the creators of ITIL (or the IT Infrastructure Library as was) even though I do think that ITIL v3 became bloated, and potentially confusing, misdirecting, and demotivating. And, having only dipped in to my digital copy of ITIL 2011 I can’t yet comment on the latest incarnation of the IT service management (ITSM) best practice framework. The ITSM Lens Daily. 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. Featured Webinar Virtualization and Private Cloud: 2013-2015+ The adoption of private cloud should not be assumed as a foregone conclusion resulting from high levels of virtualization. Many organizations are choosing to focus on further virtualization, others are driving toward private and some are starting to consider hybrid cloud. Now is the time to ensure your organization has chosen its path. View Now IT Infrastructure and Operations Management Events Gartner IT Infrastructure Operations & Data Center Summit 12-13 May 2014 | Mumbai, India The Data Center of today and the future continues to evolve.
Hot topics to be covered: Events By Region View Events Calendar. ITIL® Home. ITIL® - ITIL V3 Master Qualification. 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. For me, however, my opinion remains unchanged. Cloud computing is and will continue to be a game changer and is the next stage of the evolution of computing. As we move to the public cloud the existing focus on internal needs to move to external and we need to change our definitions including; To leverage cloud computing successfully the traditional approach to Service Management will not work. The next few blogs from me will discuss the relevance and value of ITIL and COBIT and how to leverage them in the cloud. A competency-based maturity model to reduce ITIL adoption risks. 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. Organizations will ultimately align with one of the five phases identified in this model, but assessing the levels of maturity is a subjective process.
ITIL V3 (ITIL Refreshed) - Complete Library (Soft Cover) The complete set of core ITIL® 2011 manuals Now you can order the five updated (summer 2011) core ITIL® v3 publications in a single set from IT Governance. The ITIL titles are structured to be read as a complementary five-title series. The links between the titles have been enhanced and made clearer in the new versions. As the five core titles reflect the lifecycle of services, their appeal encompasses the entire spectrum of people involved at any stage of the framework, so everyone involved will benefit from access to the entire library. The publications in the suite are: Click the links above for more information on each individual publication. What's new in ITIL 2011? The update is all about improving the consistency, clarity, accessibility and usability of the core publications. The new books have improved coverage and descriptions of roles and responsibilities, improved process descriptions and are fully aligned with MSP®, M_o_R®, PRINCE2® and P3O®.
The cheapest route to ITIL 2011. Can ITIL, Or Even ITIL v3, Be Truly Delivered Out Of The Box? #itil #itsm. Where #ITIL Service Management implementation projects go wrong ...#itsm. #ITIL reporting structure | The IT Skeptic. IT Best Practice Autumn Sale – ITIL Books and Exam guides. Passing Your ITIL Foundation Exam, Second Edition (ITILv3 Foundation Exam Guide) {*style:<b>Endorsed by APM Group. </b>*} This, the only official study guide for the new ITILv3 Foundation Exam, is an essential tool for anyone taking this exam.
It is endorsed by APM Group, the official ITIL accreditor. This guide has now been updated to take into account the latest revision to the ITIL Foundation 2009 syllabus. It is also available as an e-book (MobiPocket eBook) , and you can order it in a special ITIL Foundation Revision Kit . It is also ideal for individuals taking the Version 2 to Version 3 Bridging Exam. This exam guide provides an overview of the purpose, objectives, and format of the ITIL Version 3 Foundation examination. offers a top-level introduction to understanding the ITIL Service Lifecycle. Key Features and Benefits: The official study guide for use by those studying for the ITIL Foundation exam or the Version 2 to Version 3 Bridging exam, helping you gain the knowledge that is needed to pass the exam at your first attempt. Author: Publisher: Average Rating: Pink Elephant is the world's leading organization for ITIL and IT Service Management consulting, education and conferences.
Service-now.com IT Service Management SaaS - ITIL based ITSM Software as a Service. ((otrs)): IT Service Management (ITSM) Change Management. IT Process Maps. Taking an Incremental Approach to ITIL Adoption | Interviews. Information Technology Infrastructure Library - Wikipedia, la en. CMDB. OGC - ITIL. ITIL? - What is ITIL? Information Technology Infrastructure Library. ITIL Lite Shameless Shortcuts - HDI Blog. Can ITIL Work Without All-or-Nothing Approach? IT Service Catalog | IT Service Management | IT Resource Management | PMG. Define:ITIL.