SLAs come with a process attached, says ITIL Service Management

itil, itsm
When you start looking at the reason why many SLAs fail to deliver upon their expectations, you often see that the Service Level Management process hasn't been implemented at the same time... This week I have been teaching a workshop on Service Level Agreements in Indonesia. An amazing experience, as it is always fantastic to see the journey that people go through during these two days. Initially the focus is purely on the document; the Service Level Agreement. But by the end of day 1 people start to realize that you need to go through the whole PLAN - DO - CHECK - ACT cycle to have a complete picture. In the past few days we answered the following questions: Q - How can you create SLAs when you don't…
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7 tips to achieve successful ITIL implementation

business, itil
According to the members survey performed by the itSMF Asia (and administered by ITsmF International), and the presentations during the ITsmF Asia summit, the following are guaranteed success-factors for your ITIL implementation: Everything you do in IT MUST fit in with the company's goals and objectives, and having the C-level board members involved in the decision saves a lot of time trying to convince managers and team leaders at the shop-floor that this is a good thing to do. Everything you do MUST fit in with the IT strategy The reason for ITIL implementation has to be YOUR reason - don't look at other organisations as you might be comparing apples to oranges. Cost saving is NOT a result/benefit/outcome of your ITSM implementation. Use external help - according to the ITsmF Asia…
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IT’s ITIL – get over it

itil
Full disclosure:  I am blatantly and very openly stealing from a friend of mine - Declan Rowan owns the wine label  "Reservoir Range" and the tagline is "it's wine- get over it" -so perhaps you can have a look at his website and spread the word about his business? That way I won't feel so guilty?? ;-) So - why did this phrase come into my mind? Well, it was Chris Dancy who called out earlier this week about the fact that everybody seems to jump on the "ITIL is rubbish" band-wagon. That got me thinking.. is ITIL rubbish? Why do people feel they should start talking negatively about ITIL? How do I feel about it? After 15+ year working with the framework, do I still see the merit in…
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What I learnt from Morten Lund, and why ITIL professionals should pay attention.

business, itil, itsm
When I listened to Morten's talk last week initially I wasn't sure if I liked it or hated it.. didn't quite know if there were lessons to be learnt and I only made a few notes. Now, reading back those notes, I see that there are a number of things that IT Professionals - and especially ITIL consultants - can learn from his story. First of all, this guy has a highly visited Wikipedia page! http://en.wikipedia.org/wiki/Morten_Lund . I mean - I don't see Robert Stroud or Rob England mentioned (yet), and they are pretty big names in the ITIL/ITSM world. It reinforces to me that the ITIL / ITSM industry is quite small - we really work in a niche of a niche of a niche. Morten invested in a…
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ITIL V3 Service Strategy Process Demand Management works with other processes

itil, itsm
The ITIL V3 lifecycle phase of Service Strategy puts a strong focus on Demand Management and the role it plays in the strategy towards, and design of, IT services that meet the expected demands. However, this process can not work in isolation... Demand management needs to work closely together with the processes in the other lifecycles to manage and control all aspects of demand for IT Services. Some examples follow… Service Strategy: -       Financial Management is involved in costing and pricing issues, but also in preparing a value proposition and ROI calculations. It helps with preparing financial constraints measures. -       Portfolio Management is involved with the strategic planning decisions for this new service. How does it fit into the service pipeline and the current live service offerings? It keeps a…
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Our first experiences with the ITIL V3 Manager Bridge program – online eLearning

itil, itsm
What a fantastic few weeks it has been. It has been so busy that I can't even remember doing anything other than work and sleep. But I know that is not true because last Friday we celebrated The Art of Service's birthday party which was great fun! We had all staff and partners together for an old fashioned birthday party with bingo games, a BIG cake and lots of laughter. So what happened in the past few weeks to make it so busy? Well, a lot of things really: We have been delivering ITIL V3 certification courses in Australia and internationally, mainly V3 Foundation and V3 Intermediate programs. We employed 2 extra staff members to keep up with our workload, and our recruitment process takes a LOT of time! (each…
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Itsmf Au conference- I am going

itil, itsm
One more sleep - final preparation for the Australian national conference. For the first time in 9 years I deliberately decided NOT to have a booth, but to participate and share like a peer in the industry. It will be fun!
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ITIL V2 Manager Certificate; I want it and I want it NOW! (your wish has been granted)

itil
Well... it's not quite that simple, but the chances are a lot better with a new publication that The Art of Service has put on the market. Yep - better late than never! I  know... because the ITIL V2 managers program may be pulled in 2009 in favor of the ITIL V3 intermediate exams. The reason why we continued with the book, and put it on the market now is that there are a lot of people who want to save time and money and want to achieve their ITIL Expert status via the ITIL V2 Managers path. Have a look at the best practice website for the various ways to achieve your ITIL Expert status, they have added a neat little calculator that tells you exactly how many points…
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