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This week I visited the annual itSMF Netherlands event where someone asked me the question: How does ITIL address Cloud Services? Without giving this much thought my first reaction was that ITIL provides generic guidance on any type of IT services, so also on Cloud services. However I did not feel comfortable...
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And the short answer is: no . Just before the weekend the OGC announced their mandate for starting a project to: To update the publications in line with a number of issues raised in the Change Control Log. Not everything will be addressed - some technical changes are seen as too much To remedy the inconsistencies...
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Last month the ITIL v3 guide to Software Asset Management was published. This guide is complementary to the core ITIL publications and is the result of a review and update of the original ITIL v2 Software Asset Management book. This is good news especially for those that need to optimize their software...
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Altough this sounds very logical, today many organizations do not have the financial transparency to enable solid strategic business decisions. Typically the financial data is scattered across multiple systems and organizations. And as ITIL indicates: "Without meaningful operational financial information...
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Since time was very hard to find for me over the last couple of weeks, here's an extract from an article that I created together with John Bennett and still very much applicable today: Security, availability management, and business continuity management have clear interdependencies that have historically...
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Do you know that: The first ITIL v3 core book (service operations) has been translated in French? Read more ITIL can help businesses survive (and thrive) in a recession? Read more There is a change control system for logging issues and changes on ITIL? Read more OGC and APM Group have launched an ITIL...
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This is the title of an article that I wrote with a few colleagues and that was published in the book ITSM global best practices, volume 1 and recently republished in the ITSM best practices Gold Edition which covers the best articles from a series of ITSM best practices books between 2003 and 2008....
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According to Wikipedia: Virtualization is a broad term that refers to the abstraction of computer resources. Virtualization nowadays has become an integral part of IT organizations to reduce cost and improve flexibility. Industry analysts position virtualization as a megatrend and the best tool to optimize...
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It has been more than 1,5 your ago that I created one of my first posts dedicated to ITIL V3 sources. Since then the world (and especially the Internet) has changed significantly, so I decided to update my post and add some more interesting pointers. Enjoy! First of all a pointer to the ITIL pages on...
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Over the last couple of days I have been counting the amount of times that I had a conversation with a colleague around the financial crisis and how to deal with that. The result was a stunning average of three times per day! So I decided for myself that this definitely a hot topic that I have to write...
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Under tough economic conditions many companies and organizations are (re-)evaluating their sourcing strategy in order to reduce cost and optimize overall business performance. Although outsourcing is considered to be an established business practice, more than 70 percent of the outsourcing deals fail...
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With which process do I start and what sequence should I follow? These are probably questions that are asked most often, especially in greenfield situations (mmm...does that still exist?) and by people that are relatively new to ITILv3. As a matter of fact I am regularly asked to provide input and feedback...
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Well....very difficult! Several weeks ago I spent an entire afternoon in a meeting room with several colleagues discussing the ground rules for constructing RACI matrices and how to extrapolate them from workflow diagrams. The trigger for this discussion was the need for a coherent set of RACI matrices...
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Over the last couple of weeks I have been looking for samples that describe how to "behave" in a service management environment. The trigger for this was a request from my customer that wanted to define the 2 to 3 most important behavior guidelines to work successfully in the new situation...
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Got ya...of course this statement is not true, but I thought to start with something controversial to get your attention on some other developments in the world of service management. First there is of course the new guidance from the IT Governance Institute that has mapped COBIT 4.1 with ITILv3. And...