skeptic's blog

How ITIL gets Incident vs Problem wrong

Submitted by skeptic on Mon, 2012-08-06 20:08

In ITIL, we don't separate Incidents from Problems properly. This causes a muddy and confused definition of both. Join me as I try one more time to make this clear.

Knight Capital makes the point about the risks of automation

Submitted by skeptic on Mon, 2012-08-06 06:55

Knight Capital's disaster is a warning to us all in IT

Mobility and work-life balance

Submitted by skeptic on Mon, 2012-08-06 06:15

As a life-balancer I wonder how I am ever going to have downtime from working again. How do you have a life outside work without work intruding?

Shopping: request vs incident

Submitted by skeptic on Mon, 2012-07-30 19:47

Roy asked the question "Would you agree that there's no difference between walking into a store and buying something (perhaps asking a clerk where the item is located), and returning an item that is broken or which doesn't fit?". It was such a good example I decided to answer in a blog post.

Terminological debasement

Submitted by skeptic on Thu, 2012-07-26 22:55

I track terminological debasement on this site. Here are some examples. Got any more?

The service desk isn't here right now

Submitted by skeptic on Mon, 2012-07-23 08:34

It seems to me that a Service Desk should be able to take time out for professional development and team building.

A little chat about BYOD

Submitted by skeptic on Sat, 2012-07-14 01:04

We need to talk about BYOD. Step into my office please.

Interesting comparison between Google and Microsoft product launches

Submitted by skeptic on Fri, 2012-06-29 02:28

We've seen two new-product demoes in the last week or so, one from Microsoft, one from Google. They make an interesting comparison.

IT principles

Submitted by skeptic on Wed, 2012-06-27 11:25

Reading COBIT 5 inspires me to revive a project of mine: Direct, a policy framework for IT. As part of that exercise, I want to collect a generic set of fundamental IT principles, akin to the list of generic IT objectives in COBIT 4 and 5.

So what are the axioms that underpin the operation of an IT business or business unit?

CODE RED EXTREME Crap factoid Alert "ITIL as a service" from IBM and Sunview

Submitted by skeptic on Mon, 2012-06-25 14:03

ImageBig and small they are all at it. Be extremely alert, this is a CODE RED EXTREME warning from Chokey the Chimp's Crap Factoid Early Warning Service.

Sunview Software claims to have pulled off the remarkable feat of delivering organisational change over TCP/IP. Better still IBM claims to get an ITIL process running in 2.5 minutes. Both are claiming ITIL as a Service. Chokey the Chimp says "crap".

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