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 […]
ITIL
The scope of change control
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 […]
On the architecture of IT service management tools
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, […]
What is meant by severity?
Standard Terminology Most service management practitioners will agree that there is an advantage to using a shared and a standard terminology when speaking of how to manage services. To this end, the definitions provided by ITIL® are most often cited. Some terms, however, continue to be used in diverse ways, only adding to the confusion […]