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 …
Read more

IT prides itself on ensuring that our services are highly available. We measure availability to ridiculously high levels of precision. Indeed, we have a magical number that represents availability nirvana. We call it “Five Nines”. The term Five Nines indicates that our systems are available for 99.999% of the agreed time. Notice that I said …
Read more

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 …
Read more

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 …
Read more

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 …
Read more

  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. …
Read more

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 …
Read more