We can't say its a problem,it is an incident... Many a time it happens that we forgot our password and in case if don't remember we can go to reset the password. Instead of saying it a problem we can say its a safe game to play. skin tags
A request is something that adds to the service being provided, an installation of a application, a piece of hardware, access to a file even the provision of a report. It is about 'giving' something.
A password reset is also an incident, there has been a failure, either a failure in process where the end-user has failed to change their password in a timely manner, or a failure in the users memory in that the end-user has forgotten their password.
A user being unable to log on due to insufficient filespace is an incident in the immediate timeframe, if it occurs for multiple times or multiple users then it would be a problem.
Which would then lead to a change, in that you need to change something so that it ceases to be a problem, so you either change the script to clear out logs, or you replace hard drives with larger ones.
Hi Sandeep,
You may have been asked this question before, and it is purely out of quriosiry. ITSM, as you say is based on ITIL, and seems to be entrenched on the ITIL V2 processes + Service Desk. Where as ITIL is the best practise Framework, ITSM is punted as a Methodology.. Some of the new ITIL processes, viz., Request Fulfillment (RF), Servive Validation and Testing (SVT), Service Evaluation (SE) have been left out.
Should it still be classified as an ITSM Methodology, if it leaves 'new' processess out? Could it be that ITIL has gone too granular by goining into the level of defining defining RF, SF, Supplier Management and Business Relationtion Management? Just qurious.
I wouldnt worry about the 2011 revision affecting your status as a Service Manager unless you have forgotten everything you have learned so far :)
In terms of qualifications the big difference is not 2011 but the original v3 release which totally changed the face of ITIL qualifications and therefore, you could argue, retired your Managers certificate.
However, most of the people I know (me included) who were v2 managers and now have v3 still refer to the v2 path as well since they believe that it was a significantly more relevant way to demonstrate an understanding (the essays rather than a multi choice exam).
The main thing is to demonstrate your experience and this should render qualifications as less relevant on your CV
so it can be used as very low-priced reader for ITIL Foundation training and exams. 642-813 The ITIL Pocket guide was sold over 80.000 times, making it one of the most used books for studying ITIL.
They sure had.... Many trainers would have been willing to follow them. Which is exactly your point: when will trainers have the guts to create their own market instead of being lead to the slaughter. As long as all parties are lead by their fear of not complying with the hype, the customer actually will pay the bill.
Whether EXIN really had such a superb opportunity to serve the ITSM world by offering an alternative for ITIL v3 could be a matter of debate.
For sure, like many others, the editor in 2007 choose not to support such an initiative.
EXIN at least offers an opportunity for framework neutral certificates to trainers in Service Management based on USMBOK, ISM, ITIL v2, Lean-ITSM etc.
So perhaps we should ask will those trainers ever learn or are they now going to join forces to provide us (perhaps together with EXIN and other not-for profit exam bodies) with an 'open' certification in application management and information management?
i dont believe everyone needs to reach that level. I or 2 leaders in the organisation that drive service management is enough, the rest should at least attain the next level down. Managers should look at Lifecycle courses related to their roles and Practitioners look at Capability courses related to their roles eg change manager RCV Capability course. Its expensive and seems to be driven by $$ unfortunately....
I agree that CMDB is not just for IT. Infact, understanding the configuration management of a company as a whole without limiting it to just IT can improve the ability to manage and run the company more effectively. :)
So, going with the risk based approach (evolution 3), should the change initiator be asked to provide an initial assessment of risk when making the request ?
The gap between principles and rules can indeed be large. In implementing change processes in a number of organizations, I've observed that there is considerable difficulty for IT practitioners to understand the concepts.
We would like everyone to acquire a good understanding or risk, risk assessment, categorization, etc. but they fact is they don't. It takes time, and some people will never have a good grasp of the principles underlying change or risk.
So we make "rules" as a substitute. If these rules are blindly applied the Change process will undoubtedly fall into the traps outlined. What is needed is continual education to enable the principles to be turned into good practice. This often falls to the Change Manager or Risk Manager to review, interpret, explain and educate as changes are created and move through the process.
The education process itself can be tedious and repetitive, but I know of no other method. Many people can only learn by example.
What you're after is not a better tool, but a better skilled and educated workforce that can understand and apply the principles in a sensible way.
great post....have a webinar planned which uses the iceberg analogy as well. while IT wrestles with the complexity of what's underneath the iceberg, we'd better be aware of what's happening above the waterline!!
maturity assessment dont mean anything. Ask what IT wants to achieve. Set goals and tie actions to them. Its like ISO9000 for manufacturing. Does the quality of parts produced by a ISO9000 manufacturer significantly outperform that of one that's not?
Amost a year to the day since I wrote this column, COBIT 5 will finally be published.
It is very much as I said last year.
There will be 5 domains exactly as described, but 37 processes (1 more than in the Exposure draft) and the Implementation book is being published on April 13, too, earlier than expected.
Thank-you for an eminently sensible view of CMDB. I'd add one more test before leaping in:
Even if you can define what you want configuration data for...
Even if you are mature enough in other processes to actually be ready for configuration data...
Even if you can define the scope of the data...
...ask yourself whether you can obtain the configuration data as needed by improving people and process, quickly and accurately enough to meet requirements, without the necessity of a new tool/repository.
From my point of view, the most common error is people confuse the ITSP offer to the client (business to business) and the catalog made available to users. The first is what I call the Service Catalog (the offer the IT organization makes available to the client as organization), while for the second, intended for final users within the client´s organization, I usually cover through Request fulfillment. as an example, I would say that IBM´s service portfolio published to potential customers through its Web page would be a good example of a Service Catalog, while a web-based catalog made available through a intranet to final users to request standard changes, is not a Service Catalog but a standard services catalog managed through Request Fulfillment. Alfredo.
We can't say its a problem,it is an incident... Many a time it happens that we forgot our password and in case if don't remember we can go to reset the password. Instead of saying it a problem we can say its a safe game to play.
skin tags
A request is something that adds to the service being provided, an installation of a application, a piece of hardware, access to a file even the provision of a report. It is about 'giving' something.
An incident 'fixes' something, application config error, hardware error, poor performance.
A password reset is also an incident, there has been a failure, either a failure in process where the end-user has failed to change their password in a timely manner, or a failure in the users memory in that the end-user has forgotten their password.
A user being unable to log on due to insufficient filespace is an incident in the immediate timeframe, if it occurs for multiple times or multiple users then it would be a problem.
Which would then lead to a change, in that you need to change something so that it ceases to be a problem, so you either change the script to clear out logs, or you replace hard drives with larger ones.
Hope that helps
Kim
Sounds somewhat like "Manage by Exception' in Prince2 mixed with a little bit of Agile (do the things that matter most) - I like it!
Hello,
This column is completely based on ITIL V2
Sandeep Seeram
Hi Sandeep,
You may have been asked this question before, and it is purely out of quriosiry. ITSM, as you say is based on ITIL, and seems to be entrenched on the ITIL V2 processes + Service Desk. Where as ITIL is the best practise Framework, ITSM is punted as a Methodology.. Some of the new ITIL processes, viz., Request Fulfillment (RF), Servive Validation and Testing (SVT), Service Evaluation (SE) have been left out.
Should it still be classified as an ITSM Methodology, if it leaves 'new' processess out? Could it be that ITIL has gone too granular by goining into the level of defining defining RF, SF, Supplier Management and Business Relationtion Management? Just qurious.
I wouldnt worry about the 2011 revision affecting your status as a Service Manager unless you have forgotten everything you have learned so far :)
In terms of qualifications the big difference is not 2011 but the original v3 release which totally changed the face of ITIL qualifications and therefore, you could argue, retired your Managers certificate.
However, most of the people I know (me included) who were v2 managers and now have v3 still refer to the v2 path as well since they believe that it was a significantly more relevant way to demonstrate an understanding (the essays rather than a multi choice exam).
The main thing is to demonstrate your experience and this should render qualifications as less relevant on your CV
Also read the column by Geoff Harmer: http://www.itsmportal.com/columns/itil-master-here-strong-competition#co...
related news item: http://www.itsmportal.com/news/new-post-graduate-certificates-itsm-coming
so it can be used as very low-priced reader for ITIL Foundation training and exams. 642-813 The ITIL Pocket guide was sold over 80.000 times, making it one of the most used books for studying ITIL.
They sure had.... Many trainers would have been willing to follow them. Which is exactly your point: when will trainers have the guts to create their own market instead of being lead to the slaughter. As long as all parties are lead by their fear of not complying with the hype, the customer actually will pay the bill.
Whether EXIN really had such a superb opportunity to serve the ITSM world by offering an alternative for ITIL v3 could be a matter of debate.
For sure, like many others, the editor in 2007 choose not to support such an initiative.
EXIN at least offers an opportunity for framework neutral certificates to trainers in Service Management based on USMBOK, ISM, ITIL v2, Lean-ITSM etc.
So perhaps we should ask will those trainers ever learn or are they now going to join forces to provide us (perhaps together with EXIN and other not-for profit exam bodies) with an 'open' certification in application management and information management?
i dont believe everyone needs to reach that level. I or 2 leaders in the organisation that drive service management is enough, the rest should at least attain the next level down. Managers should look at Lifecycle courses related to their roles and Practitioners look at Capability courses related to their roles eg change manager RCV Capability course. Its expensive and seems to be driven by $$ unfortunately....
I agree that CMDB is not just for IT. Infact, understanding the configuration management of a company as a whole without limiting it to just IT can improve the ability to manage and run the company more effectively. :)
So, going with the risk based approach (evolution 3), should the change initiator be asked to provide an initial assessment of risk when making the request ?
The gap between principles and rules can indeed be large. In implementing change processes in a number of organizations, I've observed that there is considerable difficulty for IT practitioners to understand the concepts.
We would like everyone to acquire a good understanding or risk, risk assessment, categorization, etc. but they fact is they don't. It takes time, and some people will never have a good grasp of the principles underlying change or risk.
So we make "rules" as a substitute. If these rules are blindly applied the Change process will undoubtedly fall into the traps outlined. What is needed is continual education to enable the principles to be turned into good practice. This often falls to the Change Manager or Risk Manager to review, interpret, explain and educate as changes are created and move through the process.
The education process itself can be tedious and repetitive, but I know of no other method. Many people can only learn by example.
What you're after is not a better tool, but a better skilled and educated workforce that can understand and apply the principles in a sensible way.
ITIL = Common Sense + Terminology.
Officially - according to APMG - from January 2012 on, all exams are based on the content of ITIL 2011.
Shorter version in Russian / Краткое содержание на русском: http://www.realitsm.ru/2012/04/eshhe-para-slov-o-strukture-it-uslug/
Anonymous, your words sound like a quote from "Omning ITIL" by Rob England - or like you actually are Rob England :)
But what true is true. I'm with you in this comment.
And thank you Judit, for the sober and pragmatic view. CMDB topic really lacks for this type of explanations!
great post....have a webinar planned which uses the iceberg analogy as well. while IT wrestles with the complexity of what's underneath the iceberg, we'd better be aware of what's happening above the waterline!!
maturity assessment dont mean anything. Ask what IT wants to achieve. Set goals and tie actions to them. Its like ISO9000 for manufacturing. Does the quality of parts produced by a ISO9000 manufacturer significantly outperform that of one that's not?
April 10 2012 COBIT 5 arrives
Sorry, about the mistake.
April 13 2012 is a COBIT 5 Update Seminar
http://www.itgovernance.co.uk/products/3754?gclid=CMG27ZSGnK8CFZARfAodoF...
Geoff
April 13 2012 COBIT 5 arrives.
Amost a year to the day since I wrote this column, COBIT 5 will finally be published.
It is very much as I said last year.
There will be 5 domains exactly as described, but 37 processes (1 more than in the Exposure draft) and the Implementation book is being published on April 13, too, earlier than expected.
Enjoy! Geoff
Just do it... or don't.
Thank-you for an eminently sensible view of CMDB. I'd add one more test before leaping in:
Even if you can define what you want configuration data for...
Even if you are mature enough in other processes to actually be ready for configuration data...
Even if you can define the scope of the data...
...ask yourself whether you can obtain the configuration data as needed by improving people and process, quickly and accurately enough to meet requirements, without the necessity of a new tool/repository.
This would be an incident because its preventing the user loggin into the computer
From my point of view, the most common error is people confuse the ITSP offer to the client (business to business) and the catalog made available to users. The first is what I call the Service Catalog (the offer the IT organization makes available to the client as organization), while for the second, intended for final users within the client´s organization, I usually cover through Request fulfillment. as an example, I would say that IBM´s service portfolio published to potential customers through its Web page would be a good example of a Service Catalog, while a web-based catalog made available through a intranet to final users to request standard changes, is not a Service Catalog but a standard services catalog managed through Request Fulfillment. Alfredo.