Author Archives: Don Boylan

  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 - (4 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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Proactive Problem Management

March 31st, 2014 | Posted by Don Boylan in Problem Management - (1 Comments)

Q:Can you give me a concrete example of Proactive Problem Management? A:Yes, as a matter of fact I can give you three. 1) The scenario I always used in training is the example where you run a large data center with many servers. You have been diligently logging Incident tickets when your servers have failed …
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Metrics and KPIs

March 29th, 2014 | Posted by Don Boylan in ITIL - (0 Comments)

From the ITIL Community Forum Q: What are KPIs, statistical metrics and metrics in general for you? Do you distinguish them? A: I think that the difference between Metric and KPI is pretty much a matter of semantics and you can define them however you want. Having said that, when I taught the Practitioner courses, …
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