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)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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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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Change Categorization, Pareto and an Efficient Change Management Process
April 8th, 2014 | Posted by in Change Management | Favorite - (1 Comments)
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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Process for Server Reboots
March 29th, 2014 | Posted by in Availability Management | Change Management - (0 Comments)From the ITIL Community Forum Q: Which ITIL process handles server Reboots? A: Server reboots should be handled through the Change Management process. When the RFC has had approval from the business, then the outage time is considered a Maintenance Window. Outages that occur during Maintenance Windows are not considered Incidents and do not count …
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From the ITIL Community Forum Q: Hypothetical: A server is generating log files (it is not given as to why), but the amount of log files it is generating is going to cause a fault (hence a problem has been identified). The fault is when the log files fill up the hard disk, there will …
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