Author Archives: Don Boylan

What is a Standard Change?

May 2nd, 2014 | Posted by Don Boylan in Change Management | Favorite | ITIL - (1 Comments)

I was in a meeting the other day and someone mentioned that each attendee had a different idea of what constituted a Standard Change. Josh had his idea of a Standard Change, Doug had his idea of a Standard Change, Corey had his idea of a Standard Change, and of course I (Mr. ITILtopia) had …
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Service Desk Professionals

April 15th, 2014 | Posted by Don Boylan in Favorite | Service Desk - (1 Comments)

Which of the following two descriptions for Service Desk employees is the most accurate?  Service Desk employees are: The first line of support for IT. Entry level IT staff. Young up-and-comers looking to get their start in IT. Incapable of solving complex technological issues. The lowest cost IT employees. — Or —  Service Desk employees …
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  From Back to the Future Part III Doc: No wonder this circuit failed. It says “Made in Japan”. Marty: What do you mean, Doc? All the best stuff is made in Japan. Doc: Unbelievable.                 Remember Datsun? Remember the Datsun B210? Wow, what a piece of crap. …
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In October of 2008, I was invited to speak at the Data Center Decisions conference in Chicago. My topic for the session was “ITIL v3 – What’s New, What’s Changed”. Pretty exciting stuff, huh? I drew a crowd of about 30 attendees to my session and spoke for an hour on what interesting things were …
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The Tyranny of Tiers

April 4th, 2014 | Posted by Don Boylan in Favorite | Incident Management - (3 Comments)

Let me start this post with the fact that I am going to be discussing three different perspectives on the concept of Tiers as it applies to issue escalation. The first perspective is ITIL’s. The second is a business/cost perspective and how IT models itself on this practice. The last perspective is mine. ITIL’s Perspective …
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Service Desk Technician Qualities

April 2nd, 2014 | Posted by Don Boylan in Favorite | Service Desk - (0 Comments)

Q:   What traits to do you look for in a Service Desk technician? A:   The Service Desk is typically seen as the entrance into Corporate IT. It is staffed with some of the most junior personnel who have the least experience with corporate life, and even less experience with the functions of the …
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ITIL has a Problem

April 1st, 2014 | Posted by Don Boylan in Favorite | ITIL - (1 Comments)

We in the ITIL community have a problem (that is “problem” with a little “p”, not “Problem” with a capitol “P”). The problem is that ITIL has taken the most common word people use when life lets them down, and defined it with a very specific meaning. When speaking aloud, it is hard to differentiate verbally between life’s …
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