Bruce Boardman gives you the lowdown on the IT Infrastructure Library.
This IT best-practices model is grabbing the attention of enterprises, especially those under regulatory pressures.
"ITIL has a well-defined but complex taxonomy. This Workshop offers an overview of the ITIL framework - to serve business needs successfully and predictably, you must commit ample time and resources toward studying, implementing and maintaining ITIL.
ITIL's best practices fall into seven groups: service support, service delivery, infrastructure management, planning to implement service management, application management, business perspective and security management. We'll delve deepest into service support and delivery--these offer the best way to begin understanding ITIL."
>>>Full Article<<<
Interested in learning more about Configuration Management ?
Why not click through to read about the worlds largest online community and resource center for configuration management.
Although not 100% ITIL focused - CM Crossroads hosts interactive discussion forums, a book store, monthly newsletter, Career Search and Jobs Board, an extensive library of resource links a user contributed file cabinet and the Configuration Management Body of Knowledge (CMBoK).
>> Go to www.cmcrossroads.com <<
Why not click through to read about the worlds largest online community and resource center for configuration management.
Although not 100% ITIL focused - CM Crossroads hosts interactive discussion forums, a book store, monthly newsletter, Career Search and Jobs Board, an extensive library of resource links a user contributed file cabinet and the Configuration Management Body of Knowledge (CMBoK).
>> Go to www.cmcrossroads.com <<
"Servicetalk" - February's Edition of the IT Service Management Forum Magazine
February's edition of Servicetalk is a must for all ITIL practitioners!
Brought to you by the ITSMF, the only internationally recognised and independent organisation dedicated to IT Service Management, it is packed full of impressive articles, industry news, new products and details of forthcoming ITIL events in your country.
Highlights include...
"The Future of The Service Desk", by James West [p14]
"Six Sigma: Can it Help Your Organisation?", by Richard Morgan and Linh C. Ho [p16]
"Testing for Performance", by Sarah Saltzman [p32]
>>Read the articles now<<
If you enjoyed these articles - why not consider joining the ITSMF in your country.
Visit www.itsmf.com and click your flag!
Brought to you by the ITSMF, the only internationally recognised and independent organisation dedicated to IT Service Management, it is packed full of impressive articles, industry news, new products and details of forthcoming ITIL events in your country.
Highlights include...
"The Future of The Service Desk", by James West [p14]
"Six Sigma: Can it Help Your Organisation?", by Richard Morgan and Linh C. Ho [p16]
"Testing for Performance", by Sarah Saltzman [p32]
>>Read the articles now<<
If you enjoyed these articles - why not consider joining the ITSMF in your country.
Visit www.itsmf.com and click your flag!
Unisys wins A$12m Victoria Government IT Contract
Unisys wins A$12m Victoria government IT contract.
(Published:24 February 2005 on www.finextra.com )
The Australian State of Victoria government has awarded Unisys (NYSE: UIS) a managed services contract for two departments' IT infrastructures.
The deal, projected to be worth approximately $AU12 million ($US9.5 million) over three years, covers the Department of Premier of Cabinet (DPC) and the Department of Treasury and Finance (DTF).
Unisys will provide a range of services including: service desk, deskside support, IMACs (Installs, Moves, Adds, Changes), Lotus Notes administration, network management and server management to more than 1,300 users at five Central Business District (CBD) locations in Melbourne. While Unisys had previously provided services to these departments, this is a new contract with expanded scope and services, including disaster recovery, process improvement and consulting.
"In line with government procurement policy, we went back to the market for these services and, having assessed our needs, we set the bar much higher," said Director Information and Technology Services (DPC and DTF) Ian Thomas. "Unisys understood our existing needs, but also rose to the challenge of meeting our increased expectations for innovative service delivery and value for money."
Mr. Thomas said the tender called for significant process change to align its operation with the IT Infrastructure Library (ITIL) framework to improve service and reduce operational costs. According to Mr. Thomas, "ITIL is now the world's most widely accepted approach to IT service management, providing a cohesive service catalogue and responsibility matrix that reduces expensive contract changes by ensuring both client and supplier approval."
"In its bid, Unisys demonstrated a commitment to service management," Mr. Thomas said. "We were looking for a partner with a global understanding of IT as a service to support business process, not just a technology. Unisys global experience will provide benchmarks against which we can continue to improve our service to the Departments, which will ultimately benefit all Victorians."
Unisys has a long history of working with the Victorian Government. "But we won this contract against stiff competition in a six-month, open tender process," said Guy Barnes, vice president and general manager, Unisys Global Infrastructure Services, Australia-New Zealand. "There's no doubt that local experience helped, but we secured the tender because we demonstrated our ability to manage the organisation's assets more effectively, including its people, infrastructure, systems and products."
>>Full Article<<
(Published:24 February 2005 on www.finextra.com )
The Australian State of Victoria government has awarded Unisys (NYSE: UIS) a managed services contract for two departments' IT infrastructures.
The deal, projected to be worth approximately $AU12 million ($US9.5 million) over three years, covers the Department of Premier of Cabinet (DPC) and the Department of Treasury and Finance (DTF).
Unisys will provide a range of services including: service desk, deskside support, IMACs (Installs, Moves, Adds, Changes), Lotus Notes administration, network management and server management to more than 1,300 users at five Central Business District (CBD) locations in Melbourne. While Unisys had previously provided services to these departments, this is a new contract with expanded scope and services, including disaster recovery, process improvement and consulting.
"In line with government procurement policy, we went back to the market for these services and, having assessed our needs, we set the bar much higher," said Director Information and Technology Services (DPC and DTF) Ian Thomas. "Unisys understood our existing needs, but also rose to the challenge of meeting our increased expectations for innovative service delivery and value for money."
Mr. Thomas said the tender called for significant process change to align its operation with the IT Infrastructure Library (ITIL) framework to improve service and reduce operational costs. According to Mr. Thomas, "ITIL is now the world's most widely accepted approach to IT service management, providing a cohesive service catalogue and responsibility matrix that reduces expensive contract changes by ensuring both client and supplier approval."
"In its bid, Unisys demonstrated a commitment to service management," Mr. Thomas said. "We were looking for a partner with a global understanding of IT as a service to support business process, not just a technology. Unisys global experience will provide benchmarks against which we can continue to improve our service to the Departments, which will ultimately benefit all Victorians."
Unisys has a long history of working with the Victorian Government. "But we won this contract against stiff competition in a six-month, open tender process," said Guy Barnes, vice president and general manager, Unisys Global Infrastructure Services, Australia-New Zealand. "There's no doubt that local experience helped, but we secured the tender because we demonstrated our ability to manage the organisation's assets more effectively, including its people, infrastructure, systems and products."
>>Full Article<<
"ITIL Thoughts" (from the Dr. ITIL archives)
By Mark Hollands, CIO Magazine, June 2004.
"Why the push for better governance is rekindling interest in a 15-year-old methodology for improving IT delivery and support.
Do ITIL hands make light work? This question may completely bamboozle you if you are not familiar with the British-based, Information Technology Infrastructure Library (ITIL) that has been attracting a surge of interest in IT departments recently. It comprises 30 books of methodology for achieving repeatable standards of IT service delivery and support. Stephen King or Colleen McCullough, it ain’t.
Its aim is to increase efficiency and simultaneously decrease expense by allying IT operations to business goals. It all sounds a bit nirvana-like, to be honest. These methodologies have been around since the late 80s and, with the exception of the British and Dutch, few countries have adopted its philosophy on any scale...
...ITIL, so long an industry wallflower, is about to get its turn on the dance floor."
>>Full Article<<
"Why the push for better governance is rekindling interest in a 15-year-old methodology for improving IT delivery and support.
Do ITIL hands make light work? This question may completely bamboozle you if you are not familiar with the British-based, Information Technology Infrastructure Library (ITIL) that has been attracting a surge of interest in IT departments recently. It comprises 30 books of methodology for achieving repeatable standards of IT service delivery and support. Stephen King or Colleen McCullough, it ain’t.
Its aim is to increase efficiency and simultaneously decrease expense by allying IT operations to business goals. It all sounds a bit nirvana-like, to be honest. These methodologies have been around since the late 80s and, with the exception of the British and Dutch, few countries have adopted its philosophy on any scale...
...ITIL, so long an industry wallflower, is about to get its turn on the dance floor."
>>Full Article<<
FREE - "Visible Ops" Webcasts - Learn More Today
Following the positive reaction to yesterday's three related articles on "Visible Ops" by all of you, Dr. ITIL is delighted to bring you the links to three fascinating webcasts which explain the methodology in detail and provide important insights into developing your ITIL implementation strategy.
If you missed yesterday's articles - please scroll down this page first to catch-up before viewing these pre-recorded Webcasts. You will need to register to access these Webcasts.
Building Effective & Auditable ITIL Change Management Processes in 4 Steps - presented in three fascinating Webcasts:-
- Introduction and Phase 1 of the Visible Ops Methodology
- Building Effective & Auditable ITIL Change Management Processes in 4 Steps:
Phase 2 of the Visible Ops Methodology
- Building Effective & Auditable ITIL Change Management Processes in 4 Steps:
Phase 3-4 of the Visible Ops Methodology
>>Go to Webcast registration page now<<
If you missed yesterday's articles - please scroll down this page first to catch-up before viewing these pre-recorded Webcasts. You will need to register to access these Webcasts.
Building Effective & Auditable ITIL Change Management Processes in 4 Steps - presented in three fascinating Webcasts:-
- Introduction and Phase 1 of the Visible Ops Methodology
- Building Effective & Auditable ITIL Change Management Processes in 4 Steps:
Phase 2 of the Visible Ops Methodology
- Building Effective & Auditable ITIL Change Management Processes in 4 Steps:
Phase 3-4 of the Visible Ops Methodology
>>Go to Webcast registration page now<<
Featured Methodology - "Visible Ops"
Dr. ITIL is committed to bringing you all the latest in best practices in ITIL.
Today Dr. ITIL is pleased to feature three complimentary articles about "Visible Ops" - a new four step methodology that is designed to kickstart your organisations ITIL implementation or ITIL improvement programme.
Each article builds in terms of detail and explores how Visible Ops was created, and how it can be used in organisations worldwide.
We hope you enjoy these articles and they help you with your ITIL programme.
If you have suggestions for future articles - please email us at:- articles@dritil.com
Today Dr. ITIL is pleased to feature three complimentary articles about "Visible Ops" - a new four step methodology that is designed to kickstart your organisations ITIL implementation or ITIL improvement programme.
Each article builds in terms of detail and explores how Visible Ops was created, and how it can be used in organisations worldwide.
We hope you enjoy these articles and they help you with your ITIL programme.
If you have suggestions for future articles - please email us at:- articles@dritil.com
New Dr. ITIL Logo is revealed.
The new Logo for Dr. ITIL was revealed today.
The new Logo will be used on the forthcoming site update and all relevant documentation.
The new Logo will be used on the forthcoming site update and all relevant documentation.
Buzz Marketing With Blogs For Dummies
How time flies when you're having fun!
After only two weeks from launching www.dritil.com the site is now visited over 200 times a day for an average of 7 minutes from the US, Canada, UK, Ireland, Australia and New Zealand...and it's growing!
Many thanks for your continued support - but Dr. ITIL and the team want even more visitors to learn and share ITIL best practices worldwide.
In an attempt to accelerate the marketing of the site and continue to generate the ITIL "buzz" - we have come across an excellent new resource that we wanted to share.
Susannah Gardner runs the 'Buzz Marketing With Blogs' site. It contains a collection of practical hints and tips on how to promote your own Blog, along with views on Blog life in general.
Susannah is also the author of the forthcoming new Dummies guide, cleverly entitled "Buzz Marketing With Blogs For Dummies".
If you're interested in the Blogging phenomenon, or you want to increase traffic to your own site why not order your copy today:-
http://www.amazon.com/exec/obidos/tg/detail/-/076458457X/qid=1108551737/sr=8-1/ref=sr_8_xs_ap_i1_xgl14/104-5114403-6950361?v=glance&s=books&n=507846
...Or visit Susannah's Blog:-
http://www.buzzmarketingwithblogs.com
After only two weeks from launching www.dritil.com the site is now visited over 200 times a day for an average of 7 minutes from the US, Canada, UK, Ireland, Australia and New Zealand...and it's growing!
Many thanks for your continued support - but Dr. ITIL and the team want even more visitors to learn and share ITIL best practices worldwide.
In an attempt to accelerate the marketing of the site and continue to generate the ITIL "buzz" - we have come across an excellent new resource that we wanted to share.
Susannah Gardner runs the 'Buzz Marketing With Blogs' site. It contains a collection of practical hints and tips on how to promote your own Blog, along with views on Blog life in general.
Susannah is also the author of the forthcoming new Dummies guide, cleverly entitled "Buzz Marketing With Blogs For Dummies".
If you're interested in the Blogging phenomenon, or you want to increase traffic to your own site why not order your copy today:-
http://www.amazon.com/exec/obidos/tg/detail/-/076458457X/qid=1108551737/sr=8-1/ref=sr_8_xs_ap_i1_xgl14/104-5114403-6950361?v=glance&s=books&n=507846
...Or visit Susannah's Blog:-
http://www.buzzmarketingwithblogs.com
Evolving technology barbarians will need new tools to prove their value to the board
From Computer Weekly by Mark Turner
There is an adage that as a young company matures, its leadership evolves from being barbarians to bureaucrats, and a similar shift is currently taking place within the IT function of many organisations.
...Both ITIL and Cobit identify that cost and value measurement is an important aspect of IT management, but neither do much to tell the CIO how to go about it.And although both methods help to define a framework for management and control, they are also both IT-centric, doing little to help close the gap between business and IT.
...Giving a briefing on ITIL or Cobit to your chief executive is not likely to convince them that you have a firm handle on how IT is making an invaluable contribution to the business strategy
>> Read the full article <<
There is an adage that as a young company matures, its leadership evolves from being barbarians to bureaucrats, and a similar shift is currently taking place within the IT function of many organisations.
...Both ITIL and Cobit identify that cost and value measurement is an important aspect of IT management, but neither do much to tell the CIO how to go about it.And although both methods help to define a framework for management and control, they are also both IT-centric, doing little to help close the gap between business and IT.
...Giving a briefing on ITIL or Cobit to your chief executive is not likely to convince them that you have a firm handle on how IT is making an invaluable contribution to the business strategy
>> Read the full article <<
Infrastructure management exam addresses neglected but vital area
From Computer Weekly by John Kavanah.
An often neglected yet vital area of IT is being highlighted by a new qualification from the BCS Information Systems Examinations Board (Iseb).
The infrastructure management certificate is for specialists who keep organisations' central and distributed IT running. IT infrastructure management is tackled superficially in too many cases, according to the widely-used IT Infrastructure Library (ITIL), which is overseen by the Office of Government Commerce and forms the basis of the qualification.
>> Read the full article <<
An often neglected yet vital area of IT is being highlighted by a new qualification from the BCS Information Systems Examinations Board (Iseb).
The infrastructure management certificate is for specialists who keep organisations' central and distributed IT running. IT infrastructure management is tackled superficially in too many cases, according to the widely-used IT Infrastructure Library (ITIL), which is overseen by the Office of Government Commerce and forms the basis of the qualification.
>> Read the full article <<
IT Department headed for extinction ?
Or just evolving ?
by Danny Bradbury, silicon.com
As business conditions change, IT departments must adapt to maintain their status within the company, says Danny Bradbury.
The alternative is irrelevance - and extinction.
As the world's environment changes, scientists are becoming increasingly worried that large numbers of species will become extinct.
Could this also happen in the corporate environment? As business conditions change and trends like outsourcing continue to grow, the signs are that in-house technical expertise could become less useful to companies over time.
Could the IT department find itself on the fast track to oblivion?
>> Read how ITIL can help<<
by Danny Bradbury, silicon.com
As business conditions change, IT departments must adapt to maintain their status within the company, says Danny Bradbury.
The alternative is irrelevance - and extinction.
As the world's environment changes, scientists are becoming increasingly worried that large numbers of species will become extinct.
Could this also happen in the corporate environment? As business conditions change and trends like outsourcing continue to grow, the signs are that in-house technical expertise could become less useful to companies over time.
Could the IT department find itself on the fast track to oblivion?
>> Read how ITIL can help<<
2005 - ITIL goes mainstream
After 15 years, the IT Infrastructure Library (ITIL) is finally becoming the de facto standard methodology for internal IT service delivery processes, reports CIO magazine.
The final breakthrough will come in early 2005, when ITIL finally makes the shift from describing service delivery processes — the “what” — to helping organizations actually implement these processes and measure service quality — the “how.”
Widespread adoption of ITIL best practices by internal IT departments will follow through to 2008.
>> Read the full article <<
The final breakthrough will come in early 2005, when ITIL finally makes the shift from describing service delivery processes — the “what” — to helping organizations actually implement these processes and measure service quality — the “how.”
Widespread adoption of ITIL best practices by internal IT departments will follow through to 2008.
>> Read the full article <<
A new fully branded banner ad campaign for DR. ITIL begins today, as interest continues to accelerate across the globe in ITIL and IT Service Management Best Practices.
The campaign strap line, "Fresh and Free Content - updated daily", highlights the unique service that DR. ITIL provides IT professionals around the world.
The site now receives hundreds of visitors every day to provide the Internet's only daily updated source of ITIL news, best practices, white papers and exam advice.
Yesterday visitors from South Africa, India, Italy and Belgium joined the existing audience base from the U.S., Canada, UK, Ireland and the rest of Europe to catch up on their daily ITIL update.
Interested in advertising on this site?
Got a paper/article to share with the world?
Email to:- info@dritil.com
Essential ITIL FAQ's - Introducing ITIL - The worlds IT Service Management Standard
ITIL FAQ's.
Dr. ITIL has received lots of emails this week from companies wishing to learn more about ITIL, in particular the basics, such as:-
- What is ITIL?
- What is meant by ‘IT Service Management’?
- Who is ITIL for?
- What are the benefits of ITIL?
- How does ITIL fit in with other standards such as COBIT?
Link to ITIL FAQ's (at the OGC's UK web site)
Dr. ITIL has received lots of emails this week from companies wishing to learn more about ITIL, in particular the basics, such as:-
- What is ITIL?
- What is meant by ‘IT Service Management’?
- Who is ITIL for?
- What are the benefits of ITIL?
- How does ITIL fit in with other standards such as COBIT?
Link to ITIL FAQ's (at the OGC's UK web site)
More CIOs Checking Out ITIL
From CIO Magazine (May 2004), by Tracey Mayor.
As far as British imports go, the IT Infrastructure Library (ITIL) may not be as big as the Beatles. But the methodology is gaining adherents among CIOs who want to better manage the quality of the services they deliver.
ITIL, which was developed by the British government and is now under the aegis of its Office of Government Commerce (www.ogc.gov.uk), comprises a set of best practices for IT service management, addressing such areas as service delivery, service support, service-management implementation, infrastructure management, applications management and business perspective.
In the United States, interest in the library has grown steadily. Corporate and individual membership in the IT Service Management Forum (http://www.itsmf.net/), for example, has increased from 50 members in 1998 to about 15,000 individual members, and attendance at the group's conferences is increasing by 25 percent each year, says spokeswoman Cynthia Hamm.
Continue reading the article...
As far as British imports go, the IT Infrastructure Library (ITIL) may not be as big as the Beatles. But the methodology is gaining adherents among CIOs who want to better manage the quality of the services they deliver.
ITIL, which was developed by the British government and is now under the aegis of its Office of Government Commerce (www.ogc.gov.uk), comprises a set of best practices for IT service management, addressing such areas as service delivery, service support, service-management implementation, infrastructure management, applications management and business perspective.
In the United States, interest in the library has grown steadily. Corporate and individual membership in the IT Service Management Forum (http://www.itsmf.net/), for example, has increased from 50 members in 1998 to about 15,000 individual members, and attendance at the group's conferences is increasing by 25 percent each year, says spokeswoman Cynthia Hamm.
Continue reading the article...
FREE - A practical guide to achieving results from ITIL initiatives - By IBM
FREE - 20 Page White Paper on ITIL, from IBM.
This white paper is for chief information officers, corporate executives and managers who are determining the best approach to integrate Information Technology Infrastructure Library (ITIL) practices into their IT environments and justifying the cost of adopting the ITIL framework as an integrated service management program.
IBM can show you how to quickly move to advanced levels of IT service management capability, and how to optimize your (and your partners') performance.
Link to White Paper
This white paper is for chief information officers, corporate executives and managers who are determining the best approach to integrate Information Technology Infrastructure Library (ITIL) practices into their IT environments and justifying the cost of adopting the ITIL framework as an integrated service management program.
IBM can show you how to quickly move to advanced levels of IT service management capability, and how to optimize your (and your partners') performance.
Link to White Paper
New Zealand Service Management forum puts IT in its place
Article from "Computerworld", New Zealand, Wellington. By Stephen Bell.
When the IT Service Management Forum spells its abbreviation itSMF, technicians should be forewarned.
Part of the forum’s mission is to cultivate respect for the importance of properly managing the services that use and surround IT, and to put the technology back in its proper subordinate place. “The IT technicians’ attitude has historically been very much one of looking into the datacentre”, rather than outward at the efficient management of the services provided to the business inculcating disciplines and managing the risks of providing that service, says Paul Muller, HP Australia’s representative on the forum.
The year-old New Zealand chapter, itSMFnz, will hold a “launch event” — essentially a conference to explain what it’s all about — next week in Auckland on February 21, Wellington on February 23 and Christchurch on February 25.
Full Article
When the IT Service Management Forum spells its abbreviation itSMF, technicians should be forewarned.
Part of the forum’s mission is to cultivate respect for the importance of properly managing the services that use and surround IT, and to put the technology back in its proper subordinate place. “The IT technicians’ attitude has historically been very much one of looking into the datacentre”, rather than outward at the efficient management of the services provided to the business inculcating disciplines and managing the risks of providing that service, says Paul Muller, HP Australia’s representative on the forum.
The year-old New Zealand chapter, itSMFnz, will hold a “launch event” — essentially a conference to explain what it’s all about — next week in Auckland on February 21, Wellington on February 23 and Christchurch on February 25.
Full Article
ITIL Best Practices Gain Growing Interest - Survey
Interest in and adoption of the IT service management best practices outlined by the ITIL (Information Technology Infrastructure Library) continue to grow, according to a recent survey, which shows the framework second only to in-house practices as the method used most often to manage IT service processes. [15th Nov 2004].
link to full article
link to full article
Cendura Launches ISV Program - Five9 Technologies Named as First Partner
Cendura, a leader in application configuration management solutions for enterprises, (www.cendura.com), today announced the launch of its ISV (Integrated Software Vendor) program, naming Five9Technologies (www.five9technologies.com), a leading IT Infrastructure Library (ITIL) consulting company, as its first partner.
The full article contains interesting notes on ITIL and CMDB:-
http://www.marketwire.com/mw/release_html_b1?release_id=80979
The full article contains interesting notes on ITIL and CMDB:-
http://www.marketwire.com/mw/release_html_b1?release_id=80979
Help Shape The Future Of ITIL ®
Since ITIL's® last revision, the adoption, consumption and use of the ITIL® core publications has expanded to world-wide use.
Changes in marketplaces, technologies and business requirements have heightened the need for a review of ITIL® content. The objective of the scoping project is to revitalise the ITIL® publications to reflect the expanding global marketplace, the present and future trends of IT service management and the diversity of the global IT service workforce.
The scoping and development project will determine the content changes, additions and the development strategy by May 2005. A large part of the scoping work is focused on consultation with stakeholders who use ITIL®.
This will be achieved through a series of surveys, meetings, and workshops over the coming months.The IT Service Management Forum International (itSMFI) and participating national itSMF Chapters is a key partner with OGC in this initiative.
The opinions of members from every Chapter of itSMF are important to the future success of ITIL®.An executive sub-committee of the itSMFI, the International Publications Executive Sub Committee (IPESC), has joined the ITIL® refresh project by offering to coordinate the solicitation of Chapter member opinion on ITIL® by conducting this survey.
Your itSMF Chapter is a participating member of the IPESC and are pleased to offer you an opportunity to share your views on the future of ITIL®. The itSMF encourage you to participate by completing this brief survey.
About the survey:-
- Your responses to this survey will be reviewed in their entirety by the ITIL® Refresh scoping project team.
- You may be contacted to provide clarification or additional information, therefore it is mandatory to provide contact details in the general information section.
- The survey contains five main sections:-
1. General information about who you are
2. Your use and experience with ITIL®
3. Existing ITIL® best practice guidance
4. Potential new ITIL® best practice content
5. Potential new ITIL® products and delivery mediums
Help shape the future of ITIL - take the survey now:-
http://www.itsmf.com/bestpractice/inputtoscoping.asp
Changes in marketplaces, technologies and business requirements have heightened the need for a review of ITIL® content. The objective of the scoping project is to revitalise the ITIL® publications to reflect the expanding global marketplace, the present and future trends of IT service management and the diversity of the global IT service workforce.
The scoping and development project will determine the content changes, additions and the development strategy by May 2005. A large part of the scoping work is focused on consultation with stakeholders who use ITIL®.
This will be achieved through a series of surveys, meetings, and workshops over the coming months.The IT Service Management Forum International (itSMFI) and participating national itSMF Chapters is a key partner with OGC in this initiative.
The opinions of members from every Chapter of itSMF are important to the future success of ITIL®.An executive sub-committee of the itSMFI, the International Publications Executive Sub Committee (IPESC), has joined the ITIL® refresh project by offering to coordinate the solicitation of Chapter member opinion on ITIL® by conducting this survey.
Your itSMF Chapter is a participating member of the IPESC and are pleased to offer you an opportunity to share your views on the future of ITIL®. The itSMF encourage you to participate by completing this brief survey.
About the survey:-
- Your responses to this survey will be reviewed in their entirety by the ITIL® Refresh scoping project team.
- You may be contacted to provide clarification or additional information, therefore it is mandatory to provide contact details in the general information section.
- The survey contains five main sections:-
1. General information about who you are
2. Your use and experience with ITIL®
3. Existing ITIL® best practice guidance
4. Potential new ITIL® best practice content
5. Potential new ITIL® products and delivery mediums
Help shape the future of ITIL - take the survey now:-
http://www.itsmf.com/bestpractice/inputtoscoping.asp
Invoq ITSM Study Finds 86% of Enterprises Rate Their IT Event Resolution Process and Systems as Inadequate
Invoq's (www.invoqsystems.com) study found that 92% of respondents believed that the IT services being managed were "mission critical" to the overall success of their Company; however, only 22% have formally quantified the costs of a service outage.
Given the importance of the business services under management, the participants were asked to gauge their satisfaction with quality of the IT event resolution processes currently deployed by their firm: 86% of respondents ranked the current process as inadequate.
For these respondents, the leading causes for dissatisfaction with the process were as follows:
-- 18% Stated process is reactive, not proactive
-- 13% Reported many of their IT Events go undetected or unassigned
-- 13% Noted that IT Events were often misdirected due to bad data in the system
-- 13% Felt human error was too often a factor
-- 11% Said events are not realized until the end user calls the helpdesk
-- 9% Claimed IT Staff deny alert
Read the full report:-
http://home.businesswire.com/portal/site/google/index.jsp?ndmViewId=news_view&newsId=20050214006059&newsLang=en
Given the importance of the business services under management, the participants were asked to gauge their satisfaction with quality of the IT event resolution processes currently deployed by their firm: 86% of respondents ranked the current process as inadequate.
For these respondents, the leading causes for dissatisfaction with the process were as follows:
-- 18% Stated process is reactive, not proactive
-- 13% Reported many of their IT Events go undetected or unassigned
-- 13% Noted that IT Events were often misdirected due to bad data in the system
-- 13% Felt human error was too often a factor
-- 11% Said events are not realized until the end user calls the helpdesk
-- 9% Claimed IT Staff deny alert
Read the full report:-
http://home.businesswire.com/portal/site/google/index.jsp?ndmViewId=news_view&newsId=20050214006059&newsLang=en
Answer the boss - "What is ITIL anyway?"
Ocassionally, your boss (or his/her boss!) might ask, "What is ITIL®?"
ITIL is the IT Infrastructure Library and ITIL® is a Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce. Developed in the late 1980's by the CCTA (now the OGC), by the mid 1990's it had become the world-wide de facto standard in service management. ITIL has become so popular as it is a public domain framework which is scaleable. Very large organisations, very small organisations and everything in between have implemented ITIL processes. ITIL focuses on best practice, and as such can be adapted and adopted in different ways according to each individual organisations needs.
So what is it? If you need to provide the answer to this question...visit the excellent ITIL People site at:- http://www.itilpeople.com/What%20is%20ITIL.htm
ITIL is the IT Infrastructure Library and ITIL® is a Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce. Developed in the late 1980's by the CCTA (now the OGC), by the mid 1990's it had become the world-wide de facto standard in service management. ITIL has become so popular as it is a public domain framework which is scaleable. Very large organisations, very small organisations and everything in between have implemented ITIL processes. ITIL focuses on best practice, and as such can be adapted and adopted in different ways according to each individual organisations needs.
So what is it? If you need to provide the answer to this question...visit the excellent ITIL People site at:- http://www.itilpeople.com/What%20is%20ITIL.htm
Wipro IMG gets BS15000 certified
Wipro IT Management Group (IMG) Gets BS15000 Certified.
Wipro Technologies, the global IT services division of Wipro Limited (NYSE:WIT), today announced that the Wipro IT Management Group (IMG) has been recommended for the prestigious BS15000 certification by DNV - Det Norske Veritas.
The IT Management Group (IMG) at Wipro is responsible for support in the areas of computer hardware, network infrastructure (data, voice, and video) management, network security and messaging for all its users across the globe.
“This was a culmination of a long and focused effort to imbibe the ITIL (IT Infrastructure Library) best practices within IMG and then achieve this certification” said Tamal Dasgupta, CIO and Corporate Vice President, Wipro Limited.
“We are among a handful of companies globally to have achieved this recognition and hope that it will increase customer confidence in the way we run our own IT.”
Aamer Azeemi, Head of IT, Wipro Technologies said “This certification will enable IMG to provide an improved and consistent level of service, through use of automation and best of breed processes, policies and checklists. With a structured process for continuous improvements, there will also be an enhanced effort to move from a technology focused to a service focused group – thus enabling a tighter business and IT alignment.”
BS15000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery and support of services to the business and its customers. BS15000 is aligned with and complementary to the process approach defined within the IT Infrastructure Library (ITIL). BS15000 encompasses the best practices for IT Service Management and provides a framework for IT service delivery enabling an organization to plan, manage, deliver, monitor, report, review and improve its IT service management.
Wipro Technologies, the global IT services division of Wipro Limited (NYSE:WIT), today announced that the Wipro IT Management Group (IMG) has been recommended for the prestigious BS15000 certification by DNV - Det Norske Veritas.
The IT Management Group (IMG) at Wipro is responsible for support in the areas of computer hardware, network infrastructure (data, voice, and video) management, network security and messaging for all its users across the globe.
“This was a culmination of a long and focused effort to imbibe the ITIL (IT Infrastructure Library) best practices within IMG and then achieve this certification” said Tamal Dasgupta, CIO and Corporate Vice President, Wipro Limited.
“We are among a handful of companies globally to have achieved this recognition and hope that it will increase customer confidence in the way we run our own IT.”
Aamer Azeemi, Head of IT, Wipro Technologies said “This certification will enable IMG to provide an improved and consistent level of service, through use of automation and best of breed processes, policies and checklists. With a structured process for continuous improvements, there will also be an enhanced effort to move from a technology focused to a service focused group – thus enabling a tighter business and IT alignment.”
BS15000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery and support of services to the business and its customers. BS15000 is aligned with and complementary to the process approach defined within the IT Infrastructure Library (ITIL). BS15000 encompasses the best practices for IT Service Management and provides a framework for IT service delivery enabling an organization to plan, manage, deliver, monitor, report, review and improve its IT service management.
Tips on passing the ITIL managers exams
Please read the comments below for advice, guidance and tips on how to pass the ITIL managers exams.
Got a good tip yourself - share it on Dr. ITIL by adding your own comment.
Want to create a feature comment highlighting your organisations capabilities in ITIL training? No problem just send an email to feature@dritil.com
Got a good tip yourself - share it on Dr. ITIL by adding your own comment.
Want to create a feature comment highlighting your organisations capabilities in ITIL training? No problem just send an email to feature@dritil.com
*New* Latest ITIL items from around the world...
Five Steps to Implementing ITIL: "International Network Services"
The Service Catalog: An Essential Building Block for ITIL: "Centrata"
Peregrine Systems(R) Deepens Commitment to ITIL as Gold Sponsor of Pink Elephant's IT Service Management Conference in PR Newswire: Multimedia/Internet
FrontRange Launches New ITIL-Compatible IT Service Management Solution in CRM Today
The Service Catalog: An Essential Building Block for ITIL: "Centrata"
Peregrine Systems(R) Deepens Commitment to ITIL as Gold Sponsor of Pink Elephant's IT Service Management Conference in PR Newswire: Multimedia/Internet
FrontRange Launches New ITIL-Compatible IT Service Management Solution in CRM Today
ITIL goes mainstream in 2005...
ITIL is reaching the whole planet and Forrester Research predicts it will become mainstream in 2005.
How to handle change better than the rest
Brian Hendry, Senior Consultant with Axios Systems, highlights in his new article how organisations can handle change better than the rest.
Hendry opens with, "Everyone knows that change exists but some organisations are reluctant to accept it as a standard part of the IT environment. They refuse to accept the need to formalise the way they handle change management. A change to the IT infrastructure can be anything from upgrading a server to installing new software or adding a new desktop PC or e-mail account for someone who has just joined the company. It can cover the whole spectrum from something relatively trivial through to an alteration which could bring down the entire system."
To read the full article follow the link... http://www.biosmagazine.co.uk/op.php?id=218
What do you think of the article? Let us know - post your comments below...
Hendry opens with, "Everyone knows that change exists but some organisations are reluctant to accept it as a standard part of the IT environment. They refuse to accept the need to formalise the way they handle change management. A change to the IT infrastructure can be anything from upgrading a server to installing new software or adding a new desktop PC or e-mail account for someone who has just joined the company. It can cover the whole spectrum from something relatively trivial through to an alteration which could bring down the entire system."
To read the full article follow the link... http://www.biosmagazine.co.uk/op.php?id=218
What do you think of the article? Let us know - post your comments below...
Measuring for Service Level Management
In the October 2004 article, "Measuring for Service Level Management", the Harris Kern Enterprise Computing Insititue describes the benefits, measures and requirements for Service levels.
Kern begins, "Providing the basis for managing relationships between the IT service organization and its customers, service level management deals with how user service requirements are understood and managed. Service level management covers a variety of activities related to planning, monitoring, and reporting. In this article, I describe the minimum set of data and measurements required for effective service level management. Then, I'll list factors critical to the success of data gathering and measurement. With the ongoing monitoring and evaluation of key indicators and metrics, the IT service organization is in a better position to ensure the required quality of service is provided in cost-effective ways".
Read the full article at:-
http://techrepublic.com.com/5100-6298-5388735.html
Kern begins, "Providing the basis for managing relationships between the IT service organization and its customers, service level management deals with how user service requirements are understood and managed. Service level management covers a variety of activities related to planning, monitoring, and reporting. In this article, I describe the minimum set of data and measurements required for effective service level management. Then, I'll list factors critical to the success of data gathering and measurement. With the ongoing monitoring and evaluation of key indicators and metrics, the IT service organization is in a better position to ensure the required quality of service is provided in cost-effective ways".
Read the full article at:-
http://techrepublic.com.com/5100-6298-5388735.html
War of the Worlds - Projects V's Service
Do you consider projects are reliably delivered with Services in-built, up to scratch and ready to go from the point of a project implementation?
Or is it more like 'War of the worlds' where another culture collides with the Service Management folks?
Dr ITIL would like to hear from you about your 'wars' and what best practices you have learnt along the way.
This post will focus on Service Introduction and Systems acceptance.
Please post your comments below...
Or is it more like 'War of the worlds' where another culture collides with the Service Management folks?
Dr ITIL would like to hear from you about your 'wars' and what best practices you have learnt along the way.
This post will focus on Service Introduction and Systems acceptance.
Please post your comments below...
Improving SLAs with Remedy
"Manage your entire SLA processes, from defining SLAs and monitoring compliance to analyzing performance data and addressing problem areas."
One of the most popular Email requests I receive asks about selecting the right set of tools to automate and make the implemention of IT Service Management as easy as possible.
As we all know - it's far from easy!
However, from the Remedy site it states, "IT Delivers Strategic AdvantageWhether you are a small service desk, a growing mid-sized business, a geographically distributed enterprise, or an outsourcer providing reliable and secure IT services, Remedy has an IT Service Management solution to meet your needs."
The site does contain some thought provoking diagrams that should help you to clarify your thinking about the sometimes complex inter-relationships between Service Management processes.
Your comments on this relevance of this site to your role would be appreciated.
Click the link above to go there now.
One of the most popular Email requests I receive asks about selecting the right set of tools to automate and make the implemention of IT Service Management as easy as possible.
As we all know - it's far from easy!
However, from the Remedy site it states, "IT Delivers Strategic AdvantageWhether you are a small service desk, a growing mid-sized business, a geographically distributed enterprise, or an outsourcer providing reliable and secure IT services, Remedy has an IT Service Management solution to meet your needs."
The site does contain some thought provoking diagrams that should help you to clarify your thinking about the sometimes complex inter-relationships between Service Management processes.
Your comments on this relevance of this site to your role would be appreciated.
Click the link above to go there now.
IT Service Management hiccups
Dr. ITIL would like you to share your own 'hiccups', funny stories or tales of woe with other readers. If we can help each other to avoid the common mistakes, then this board will be well worth the reading time!
Post your comments below...
Post your comments below...
ITIL V3 - Have your say...
Scoping for Version 3 of ITIL - the world's leading best practice in Service Management - is now underway.
Learn more about how to have your say by clicking to... http://www.itsmf.com/news/news.asp?NewsID=127
Let this board know your views too - by adding your own comments below...
What do you want to see in ITIL V3 ?
Learn more about how to have your say by clicking to... http://www.itsmf.com/news/news.asp?NewsID=127
Let this board know your views too - by adding your own comments below...
What do you want to see in ITIL V3 ?
How to ask a Service Management question?
Getting your questions posted on Dr. ITIL is really easy...
Simply send an Email containing your question to:-
help@dritil.com
remembering to include as much information as you think appropriate.
Please remember these publishing guidelines:-
1. Dr. ITIL selects all new questions that he feels would be relevant for a wide cross section of the audience. Once selected Dr. ITIL will publish 'the essence' of the Email onto the main site. (Regretably - not all Emails can be posted and will therefore be answered).
2. No further correspondence will be entered into via Email. All correspondence will only appear in the form of Comments on Dr. ITIL main pages.
3. Comments can be made on your question by the general public from any country.
4. Dr. ITIL's reponses, comments and any other text on the site is published in good faith and the publishers cannot be responsible for any loss of any kind.
5. The site publishers will use their best endeavours to remove any comments that are offensive, illogical, contrary to best practice or do not meet good common decency.
6. Common sense prevails at all times!
Simply send an Email containing your question to:-
help@dritil.com
remembering to include as much information as you think appropriate.
Please remember these publishing guidelines:-
1. Dr. ITIL selects all new questions that he feels would be relevant for a wide cross section of the audience. Once selected Dr. ITIL will publish 'the essence' of the Email onto the main site. (Regretably - not all Emails can be posted and will therefore be answered).
2. No further correspondence will be entered into via Email. All correspondence will only appear in the form of Comments on Dr. ITIL main pages.
3. Comments can be made on your question by the general public from any country.
4. Dr. ITIL's reponses, comments and any other text on the site is published in good faith and the publishers cannot be responsible for any loss of any kind.
5. The site publishers will use their best endeavours to remove any comments that are offensive, illogical, contrary to best practice or do not meet good common decency.
6. Common sense prevails at all times!
Getting started - the first four processes...
I've rolled out Helpdesk, Incident, Problem and Change twice in two different organisations over the last 6 years...here's some advice based on my own practical experience...
The order IS important especially in ITIL 'greenfield' sites.
Personally I would roll out the essentials of each process in this order...
a) Helpdesk - calling acceptance, logging, basic fixes, tracking, escalation, transfer to incident and problem mgt functions, call closure. You know the basics. But do them properly. Have SLA's with target response and fix times in there for the Helpdesk and underpinning support teams to follow.
b) Incident Management. Formalise procedures and have dedicated staff managing live incidents. Your aim to for these people to succesfully coordinate the restoration of 'normal service' to your organisation.
c) Problem Management. Include root cause trending, analysis, investigation (with the IT support teams and/or experts) and eventually elimination.
d) Change Management. In poorly controlled environments you will find that 20 - 80% of all incidents are (in some way) caused by failed changes. Therefore it is important to establish the Change Management function quickly after (a), (b) and (c).
Now, the ITIL purists out there may disagree with this order - but I feel for a commercial organisation to operate profitably you really need to minimise system and service downtime by having an effective business communication channel into IT (the Helpdesk), an effective level of support from IT (incident management) and some confidence that repeat major incidents (or high impacting ones) won't happen again (Problem Management).
Once this stream of processes is in place - it's then much safer, cleaner and easier to introduce a sound Change Management function. By now, you should have won over the hearts and minds of the IT management group and some folks in the business areas too. They have seen that this ITIL 'thing' actually delivers benefits.
If you think about it you'll also know (from your incident and problem data/reports) exactly where the pain is coming from with respect to failed changes. It could be Infrastructure upgrades, it may be poorly implemented projects - whatever. You have a focus area to look at whilst setting up and implementing Change Management. You can use this a your initial benefits case for expending resource.
Once you've done all that - you need to systematically re-visit each one and make it more robust, more efficient and deliver a greater output compared to the running cost of the function. Sexy things like shared service centers can be created (where resources do all four roles and work flexibly). But that's a whole new post!
Disagree? Got your own smarter ways of doing things?
Please post your comments below and share with everyone your own experiences...
The order IS important especially in ITIL 'greenfield' sites.
Personally I would roll out the essentials of each process in this order...
a) Helpdesk - calling acceptance, logging, basic fixes, tracking, escalation, transfer to incident and problem mgt functions, call closure. You know the basics. But do them properly. Have SLA's with target response and fix times in there for the Helpdesk and underpinning support teams to follow.
b) Incident Management. Formalise procedures and have dedicated staff managing live incidents. Your aim to for these people to succesfully coordinate the restoration of 'normal service' to your organisation.
c) Problem Management. Include root cause trending, analysis, investigation (with the IT support teams and/or experts) and eventually elimination.
d) Change Management. In poorly controlled environments you will find that 20 - 80% of all incidents are (in some way) caused by failed changes. Therefore it is important to establish the Change Management function quickly after (a), (b) and (c).
Now, the ITIL purists out there may disagree with this order - but I feel for a commercial organisation to operate profitably you really need to minimise system and service downtime by having an effective business communication channel into IT (the Helpdesk), an effective level of support from IT (incident management) and some confidence that repeat major incidents (or high impacting ones) won't happen again (Problem Management).
Once this stream of processes is in place - it's then much safer, cleaner and easier to introduce a sound Change Management function. By now, you should have won over the hearts and minds of the IT management group and some folks in the business areas too. They have seen that this ITIL 'thing' actually delivers benefits.
If you think about it you'll also know (from your incident and problem data/reports) exactly where the pain is coming from with respect to failed changes. It could be Infrastructure upgrades, it may be poorly implemented projects - whatever. You have a focus area to look at whilst setting up and implementing Change Management. You can use this a your initial benefits case for expending resource.
Once you've done all that - you need to systematically re-visit each one and make it more robust, more efficient and deliver a greater output compared to the running cost of the function. Sexy things like shared service centers can be created (where resources do all four roles and work flexibly). But that's a whole new post!
Disagree? Got your own smarter ways of doing things?
Please post your comments below and share with everyone your own experiences...
The IT Service Management Surgery is OPEN...
Welcome to Dr. ITIL - the world's first FREE ITIL and IT Service Management solutions center, powered by the surgery's BLOG technology.
Dr. ITIL will answer your ITIL and IT Service Management problems, offering practical advice, insights and links to help you find a positive (and FREE) solution to your problem.
Dr. ITIL can assist will all your questions, 'what if's?' and advise on where to seek further treatment if required!
Simply Email your questions to:- help@dritil.com and he will do his best to answer it!
[Please note - due to the volume of questions received, Dr ITIL reserves the right to select those questions that, when answered, will appeal to a broad section of the Service Management community. Please remember that this is a FREE Blog - set up to help - and so no-one involved in this publication can be held responsible for the quality, correctness, accuracy or relevance of the content across the entire site.]
Dr. ITIL will answer your ITIL and IT Service Management problems, offering practical advice, insights and links to help you find a positive (and FREE) solution to your problem.
Dr. ITIL can assist will all your questions, 'what if's?' and advise on where to seek further treatment if required!
Simply Email your questions to:- help@dritil.com and he will do his best to answer it!
[Please note - due to the volume of questions received, Dr ITIL reserves the right to select those questions that, when answered, will appeal to a broad section of the Service Management community. Please remember that this is a FREE Blog - set up to help - and so no-one involved in this publication can be held responsible for the quality, correctness, accuracy or relevance of the content across the entire site.]
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