I’ve encountered a lot of confusion about the difference between Metrics, Key Performance Indicators (KPIs), and Critical Success Factors (CSFs) so let’s talk about that.* First let me just say that Metrics unto themselves are useless. This is a Metric. Isn’t it lovely? Just a dot on a graph. Of course it has a value …
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  ITIL’s guidance on Risk Management has changed through the years. In ITIL v2, it was based on C.C.T.A.’s Risk Analysis Management Methodology (the acronym is CRAMM, I kid you not). It looked at the combination of Assets, Vulnerabilities, and Threats to derive a Risk score to which Countermeasures were applied.   ITIL v3 2011 defers Risk …
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Wow, I can’t believe the amount of stir there is around this topic. Why is there so much confusion? Organizations try to put ridiculous rules, that are for the most part poorly defined and even more poorly enforced, around how critical their IT Services are to the operation of the organization. Does it affect customers’ …
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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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On Being a Trainer

March 15th, 2017 | Posted by Don Boylan in ITIL - (1 Comments)

Throughout my career I have always been a trainer. Regardless of my title, at some point in every job I’ve ever held, I have found myself in front of a group of people, with a PowerPoint presentation at my back, explaining how to do something new. And I love it. If the salary of a …
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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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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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