Author Archives: Don Boylan

I’ve been thinking a lot about Major Incidents (MIs) lately. I guess this is normal considering it is my week in rotation as the Incident Commander (IC) for a company that manages one of the largest networks of hospitals, care centers, and clinics in the United States. To say that it is a high pressure …
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Defining an Incident

August 6th, 2016 | Posted by Don Boylan in Incident Management | Service Desk - (1 Comments)

During most of my posts I take a shorthand method of talking about Incidents and equate them to a “Service Outage”, but truthfully, an Incident is defined more broadly than just when disruptions in Services are noticed by end users. So what conditions should be logged as Incidents? There are four conditions that should be the basis …
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When teaching some of the intermediate ITIL courses, a fundamental realization came to me that is quite striking. The realization is that you cannot have true Incident Management without a mature Service Level Management process. Let’s say your organization has a tier one application that requires a high level of availability. One day a user …
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A funny thing happened many years ago when I was taking my first ITIL course. It was a v2 Foundation course that I attended in Phoenix as part of a Pink Elephant conference on implementing ITIL. The class was delivered by one of the best instructor’s I have ever had the opportunity to be in class …
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Business Disaster Recovery

March 31st, 2016 | Posted by Don Boylan in Disaster Recovery | ITIL - (0 Comments)

I’ve posted a few times before about Disaster Recovery (DR) as it relates to IT (ITIL calls this IT Service Continuity Management), but this post is more about Business DR. The business must be the driver for all DR projects. Without the business in in the forefront, it is hopeless to attempt developing an IT DR Plan. Truthfully, …
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Impact + Urgency = Priority

September 30th, 2015 | Posted by Don Boylan in Incident Management | ITIL | Problem Management - (3 Comments)

This may seem a little ITIL 101 for some of you, but I think there is value in covering some of ITIL’s basic concepts in detail. ITIL asserts that you Prioritize issues (Incidents, Problems, Changes, etc.), and work on the highest Priority issues first. You then work your way down the list of issues until you …
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Cornerstones of KPIs

September 2nd, 2015 | Posted by Don Boylan in Continual Service Improvement | ITIL - (2 Comments)

When I took my ITIL v2 Manager’s course with Pink Elephant, one of the most interesting sessions we had was about the four categories of Key Performance Indicators (KPIs) and how they must be balanced. The KPI categories are similar in concept to Kaplan and Nolan’s Balanced Scorecard. In the class we discussed the four competing quadrants of KPI …
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