Of the 26 ITIL v3 2011 processes, two have measurable returns on investment. The other 24 are very hard to sell to upper management because the value produced by those processes can be very hard to quantify in real-world dollars. Look at Change Management. Most organizations implement Change Management because they had some very disruptive …
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Costing Incidents and Requests to Justify Problem Management
March 31st, 2017 | Posted by in Availability Management | Change Management | Configuration Management | Favorite | Incident Management | ITIL | Problem Management | Service Desk - (0 Comments)Process Engineering in a Nutshell
October 13th, 2014 | Posted by in Continual Service Improvement | Favorite | ITIL - (0 Comments)
A friend of mine manages a hosted ecommerce solution and was complaining to me the other day that people in his organization were putting unauthorized code onto production servers without going through the typical deployment process. His team would discover this when upgrading the customers’ ecommerce sites. During the upgrade, they would stumble across some …
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What is a Change?
June 21st, 2014 | Posted by in Change Management | Configuration Management | Favorite - (0 Comments)
Want to start a heated discussion with an ITIL Expert? Ask them to define the term “Change”. ITIL v3 defines a Change as: The addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes …
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Many years ago, I worked for a company that specialized in producing slides from PowerPoint (remember slides, those little translucent pieces of plastic you would shine light through?). We were a Microsoft partner and what the industry called “in the box” with PowerPoint (remember when software came in boxes?). When you installed PowerPoint, the installation software …
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When Disaster Strikes
May 16th, 2014 | Posted by in Change Management | Favorite | Incident Management | Problem Management - (1 Comments)
The true test of an IT organization’s maturity is how it reacts when a significant issue occurs. By significant issue, I mean that a large portion (or even the entire) organization’s ability to function is severely impaired due to an IT-related failure. What happens isn’t a test of any single group or process – it …
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What is a Standard Change?
May 2nd, 2014 | Posted by 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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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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