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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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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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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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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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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How good are your Disaster Recover plans (DR plans)? Of 10 companies that don’t have DR plans, only 1 will be in business for more than 10 years. Is it because the other 9 companies experience a major event for which they are unprepared? No, most likely it is because those 9 other companies have …
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