Deconstructing ITSM

19 February 2009

Start ITIL with Continual Service Improvement

People often ask which part of ITIL companies should implement first. They very often get the (correct) answer that you don’t implement ITIL, you use it to improve your service management. But that’s really just rephrasing the question: which part of ITIL should companies use first to improve their service management?


Terminology and Taxonomies

This is fun: Vinod Agrasala is refining terminology such as Purpose, Goal and objective, Policy, Process & Procedure, Standards & Guidelines, and Assessment, Gap analysis and Audit; and the IT Skeptic is looking at the taxonomy of ITIL V3 Incidents and a list of Request Classes (caution: with all the comments those pages are around 8,000 and 3,000 words).


I am in a focused drive of differentiating between confused terms

The Skeptic:

I think ITIL V3 muddies the definition of Incident, and of Incident Management.


17 February 2009

People – Process – Technology – The eternal triangle

The eternal triangle of “People, Process and Technology” is tired and overworked, especially in marketing literature. In itself, these facts don’t make it wrong. But is it good enough?

It’s usually invoked to back a claim that there’s more to consider than just [whatever it is that is already being considered – often a technical product]. And this is nearly always a good thing. Obviously each of the three words embraces a number of related concepts – for example, a consideration of people requirements should bring in questions of skills and motivation as well as sheer numbers of people. But can the triumvirate of People, Process and Technology claim to be everything there is to consider?



One thing I think is missing is the dimension of information or data. (Information and data are not the same thing, but we can understand them living on the same dimension, along with knowledge and wisdom. As does content, the term favoured in web-enabled business-to-consumer areas.)

Some people seem to regard information as a detail of technology, but I believe this view leads to incomplete solutions – in other words, information is very definitely something more to consider.


12 February 2009

10 Reasons Why Strategic IT Management Initiatives Fail

Dennis Drogseth has published an article 10 Reasons Why Strategic IT Management Initiatives Fail on CIO Update.

Now, I agree with every one of his ten reasons, but I immediately thought of some different angles on the approaches he recommends … (more…)

3 February 2009

ITSM discussion boards

Filed under: ITSM — Joe Pearson @ 21:12

What discussion boards on IT Service Management do you find useful?

  • I have not been active very much on LinkedIn until recently, so I can’t judge the discussion groups there. But there are a great many ITSM or ITIL groups, some with willing experts. Some, admittedly, are dominated by job ads or requests. I’ve yet to find one that shows a good level of activity and content, but the groups are evolving.My impression of the software capability is not good though: yes, it lists recent discussions, but it doesn’t provide a way to jump to the most recent post in a discussion; it doesn’t flag which discussions you’ve participated in, and doesn’t provide any way to subscribe to a discussion or flag it as interesting – all of which are standard features of discussion board software like phpBB, vBulletin (which is not free), or SMF.
  • I like the ITIL Community forum: it has plenty of willing experts, and the software base is OK. It suffers from a large number of beginner’s ITIL exam-related questions (which are in scope; there’s a big need) and very basic questions from people who show no signs of having done any research and don’t give details of what they really need. I don’t think that’s a bad reflection on the board, just a bad reflection on humanity. (Look at Java and other programming boards for exactly the same problem.) Note – when I say “willing experts” I don’t mean people willing to answer basic questions. In fact, the ITIL Community has “grumpy experts” and when I grow up I’d like to be one.I do take issue with some of the ITIL Community’s admin policies, e.g. requiring you to post a verification code with every new thread or reply you preview or submit, and disallowing any links posted in messages (see this post, for example). Even for long-term registered users. There are better ways of dealing with off-topic and commercial spam than treating everyone as a bot.There are some excellent discussions and insights, and that’s ultimately what matters most.


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