Deconstructing ITSM

19 February 2009

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).

Vinod:

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.

(more…)

27 January 2009

Agile Service Management

I’ve been thinking…

  1. I am not a professional software developer or data architect, but I’m very interested in these disciplines through ITSM contact with practitioners and teams. (I often feel there’s a great loss of value in the lack of mutual familiarity between service management and development/data communities.) One of the approaches I have been particularly interested over the past year or so is Agile Software Development, the Agile philosophy – see the Agile Manifesto, and some of the key practices associated with Agile development like test-driven development, refactoring and design patterns.
  2. I observe that many ITSM projects (“implementations” or improvements) suffer from issues with long timescales, inability to cope with changing requirements, lack of user acceptance, and so on. Not all, but those that do suffer tend to be blind to the causes and show resigned acceptance to such issues – or even to be blind to these issues.

Those issues, and others I haven’t listed, are very like the kind of things the authors of the Agile Manifesto were experiencing. Agile development is very successful in certain environments (though not all – and more traditional “big requirements up front”, “big design up front” methods have strong defenders). Could Agile principles be applied usefully to IT Service Management problems? (more…)

14 January 2009

The Three Little Pigs of ITSM Improvement – A Parable

Filed under: ITSM — Joe Pearson @ 12:00
Tags: , , ,

(There are good ways to improve ITSM, and other ways…)


In the land of ITSM Continual Improvement, near the city of Process Development, there once lived three little pigs. Now the three little pigs weren’t as happy as the proverbial pigs in strategic, holistic information technology. They were continually being attacked by the wolves. They’d trying calling the wolves “customers”, and it didn’t help. So they got together and agreed that they needed to build stronger, best practice, houses made of brick. But they couldn’t agree on how they should do this.

(more…)

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