Cloud Computing is here to stay, time for IT Service Management to grow up!

cloud computing, itsm
Yesterday I returned from the FUSION11 conference in Washington D.C. And my head is still spinning from an overload of information around Cloud Computing, ITIL and IT Service Management. (granted that could also be due to lack of sleep and jetlag, but I'd like to think it is because of the learning from the conference). My biggest surprise was the difference in 'vibe' at the conference in relation to Cloud Computing. I remember last year sitting in on a presentation about Cloud Computing and the audience being openly hostile and defensive. I remember thinking how unnecessary this was as IT Service Management will be more relevant than ever before BECAUSE of the use of cloud computing. This year it seems that cloud computing is a lot more accepted by the…
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The secret to running effective CAB meetings

business, itsm
I just finished reading this book, and while reading I couldn't help but think about all the people that I've spoken with in the past 15 years struggling with running effective CAB meetings. The book is only 80 pages so you'll finish it in 20 minutes but it gives you a lot of stuff to think about. The book basically deals with the way you can use meetings to your advantage by improving the rate of decisions and the amount of time you can spend on innovation and 'getting the work done'. What are the lessons you can learn from this book in relation to your Change meetings? Some of the questions you need to be able to answer as the Change Manager: How often to you call for a…
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How ITSM and strict Processes and Procedures make the NAB glitch an amazing success story.

business, itsm
Last week it became very apparent what the impact can be of event management  and change control going wrong in an IT department. The National Australia Bank had a 'glitch' when a batch processing cycle went horribly wrong. First of all I am intrigued by the way the media refers to it as a glitch - considering the fact that thousands of clients have been negatively affected. (and still are after more than a week) The bank's PR department must be working overtime to streamline this process. An article in The Australian states: NAB conducts batch processing on behalf of other banks each day. When completed, a file, containing a detailed transaction history, is generated, which is then sent to the banks by NAB at the end of the day. On…
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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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EKKA 2009 – 1 year celebration, and random thoughts on the success of ITIL implementation

itil, itsm
Last year I started a series of  blogs on a public holiday for the EKKA, or the Royal Brisbane Agricultural Show. It started due to the fact that I couldn't comprehend why people need an annual leave day to go to a show. (you can read my very first post here ) Exactly 12 months later (yup - today is Wednesday.. people's day at the Ekka and thus a public holiday for all employees in Brisbane) and I still don't understand it. But as with so many things, you grow to accept that this is the way things are happening. But hang on... isn't this the root of all evil, procrastination and failed ITIL implementation projects? If only we wait long enough, we get used to the status quo and…
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Who came first: The chicken or the egg? (trying to answer the question why APMG/EXIN accredited ITIL Service Management trainers must pay for their ITIL V3 Intermediate exams?

itil, itsm
WOW - that is one massive title... :-) The reason why I wanted to write about this subject of ITIL V3 intermediate exams is because I find it very difficult to 'sell' this policy to my accredited trainers and our delivery partners. This is the issue: The Art of Service (and every other Accredited Training Organization) has to employ accredited trainers to be able to deliver the ITIL certification programs. This is part of the accreditation stipulation and we pay an annual fee per trainer for this accreditation, I get that. But, with the new ITIL V3 certification stream APMG has also changed the trainer requirements. It is now a requirement that: every trainer who wishes to teach any of the ITIL V3 intermediate programs has to have their ITIL…
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