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Root cause vs. cause analysis
After a wonderful skiing holiday in Aspen last week I am back thinking about problem management. My post Incident and Problem Management revisited and the ITSkeptic on root cause re-triggered my...
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Time to fix vs. Availability SLO
Recently I have been working on the implementation of an agreed upon service level agreement. It contained several different quality levels (I will refer to them as high, medium and low in this post),...
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The Past, the Present and the Future in IT service management
In a discussion I was looking for a way to distinguish Events, Incidents and Problems. I do think the distinction in ITIL(r) is a bit murky and not clear enough. So I refined it into a simple and easy...
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500 € give-away for 5000 € training?
The ITIL training market seems really crowded now. A German training company has just announced (here XING discussion) that they will give away an iPad for each participant in their ITIL Expert...
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OGC/APMG open up the SW Assessment scheme – more bullshit?
Tool Compliance Discussion Official “ITIL Tool” endorsement by the OGC Bullshit Alarm: BMC awarded “ITIL(r) Process Compliant” certification Even worse: CobiT Tool Compliancy Will the SW Assessment...
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Survival of the Fittest?
Why do some frameworks grow and gain a large market share while others dwindle and are quickly forgotten? Unfortunately this has nothing to do with a survival of the fittest or even survival of the...
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Speaking at itSMF Conference in December
Image via Wikipedia Just as last year (and the year before that), I will be speaking at the German itSMF conference on the 7th of December in Darmstadt. My topic will be the “Ménage à Trois” or how to...
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What is a Service Request?
I am working on a project for an outsourcing provider for banks (as I often do). One of the multitude of tasks is to setup the request fulfillment process for the new client. To get started I had to...
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Best practice grows into good practice, worst practice into?
Is it good or best practice to call ITIL® a catalogue of best practice? What happens to documented bad practice? In my opinion it becomes almost indistinguishable from good or bad practice – it becomes...
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Service Catalog, Request Catalog and Whatnot
@CharlesTBetz, @IanClayton and the @ITSkeptic were just tweeting about the difference between the service catalog, requestable services and their instances. Since I would like to add some of my 2 cts...
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Service Catalog, Request Catalog and Whatnot
@CharlesTBetz, @IanClayton and the @ITSkeptic were just tweeting about the difference between the service catalog, requestable services and their instances. Since I would like to add some of my 2 cts...
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