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On the origin and the descent of managing services. We put meat on the bones.

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ITIL

Predictions for 2011

23 December 2012 by Robert Falkowitz Leave a Comment

It is customary for pundits to end the year by summarizing their predictions. This futurology is an art, seeking the right balance between the shocking and the utterly meaningless. Swept away by this tsunami of blustering badauds and recalling the words of the sage, dulce et decorum desipere in loco, I lay my humble offering […]

Filed Under: Service Management Tagged With: APMG, EBay, Elias Canetti, ITIL, itSMF, Masse und Macht, predictions, Service Management

The scope of change control

18 November 2012 by Robert Falkowitz Leave a Comment

With the publication of ITIL® ver. 3 in 2007, a clear stance was taken regarding the scope of change management. The authors of the Service Transition volume pointed out the rather obvious fact that changes at almost any place in the value network of service delivery could impact the quality of the services. Therefore, it […]

Filed Under: Change management Tagged With: agile, automation, change control, change management, Continuous Delivery, customer changes, Devops, infrastructure as code, ITIL, ITSM, operational changes, service life-cycle, Service Management, strategic changes, supplier changes, tactical changes

On the architecture of IT service management tools

17 November 2012 by Robert Falkowitz 3 Comments

New IT service management tool architecture

A common issue when implementing ITSM tools Often, while working on projects to implement a new IT service management tool, I have encountered the following remarks from one or more IT engineers. “Why are we implementing that new tool? Our team already has tools to do that.” To do what? Well, to manage the investigation, […]

Filed Under: Service Management Tools Tagged With: application architecture, incident, Incident Management, incident management tools, ITIL, ITSM, Service Management, service management architecture, service management tools

What is meant by severity?

8 November 2012 by Robert Falkowitz 2 Comments

Robert S. Falkowitz

Some practitioners appear to use the term severity interchangeably with other attributes of events and incidents, such as impact or priority. I propose here a simple way of distinguishing severity from impact, one that is loosely derived from ITIL®

Filed Under: Incident Management, Problem Management Tagged With: benchmark, impact, ITIL, ITSM, Service Management, severity

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