skeptic's blog

A Brief Review of Creating and Driving Service Excellence

Submitted by skeptic on Wed, 2011-11-30 00:13

Creating and Driving Service Excellence looks like a handy tool for selling ITSM to the bosses.

Thanksgiving

Submitted by skeptic on Wed, 2011-11-23 19:43

We don't have Thanksgiving in New Zealand but with a third of this blog's readers kicking back and being grateful tomorrow it seemed like a good time to be grateful too.

BoK Bloat

Submitted by skeptic on Tue, 2011-11-22 20:22

If you think ITIL blew out in the 2011 edition, you should see MSP (Managing Successful Programmes). 150 pages becomes 300. Doubled! Given that nobody reads anything any more, is BoK (body of knowledge) Bloat a problem or not?

Muddled Management of Portfolios

Submitted by skeptic on Tue, 2011-11-15 10:11

Like most people these days I seldom truly read a book - properly. I read in fits and starts, I speed read sections and skip others entirely. So perhaps I missed something, but I had hoped the new book Management of Portfolios™ would be about portfolios in general not project portfolios in particular. It's not. it's all about projects. How can one OGC product so utterly disregard another?

Botchagalupe is a devops believer

Submitted by skeptic on Sun, 2011-11-06 08:08

My e-friend and debate sparring partner John M Willis, also known as Botchagalupe, provided the soundtrack for a Rambling Kid Realitsm song for me. Now he sings out for DevOps with this great song "I heard DevOps"

The value and ROI of ITIL? It is not what you may think.

Submitted by skeptic on Sat, 2011-11-05 23:31

Years ago* I wrote "The Emperor has no clothes. Where is the evidence for ITIL?" and I said "I would like to see some solid scientific research on quantified cost/benefit analyses". I think I can point us towards the answer and we may not like it.

People first in ITSM

Submitted by skeptic on Wed, 2011-11-02 17:53

People first, in priority and in order.

ITIL training fun and games at itSMFUK conference - and an end to competition?

Submitted by skeptic on Wed, 2011-11-02 02:10

The IT Skeptic hears on the grapevine that the ITIL training industry may be having a few meetings of its own at the itSMF UK conference next week. And the topics of conversation may bear on the continued competition between Examination Institutes (EIs).

Lean IT and ITIL

Submitted by skeptic on Tue, 2011-11-01 19:11

One sees a few remarks in the webisphere that suggest folk don't get the relationship between Lean IT and ITIL (thanks to my friend Bob Grinsell, RIPOFF #1, for reminding me of this issue by his comment on the itSMF USA forum). Lean is a method. ITIL is a framework. These are different things for different purposes.

The Tipu Framework

Submitted by skeptic on Fri, 2011-10-28 05:26

ImageTipu is an approach to planning and executing service improvement. Find out more at http://www.basicsm.com/tipu.

Tipu has its own Framework to allow us to organise our thinking and have something to compare other frameworks to. All the ITSM philosophers who follow this blog will be interested in it: the Framework attempts to be more complete than ITIL or COBIT. It is also intended to be a generalised Service Management framework not an ITSM one. There is no IT-specific content, in line with my new book Basic Service Management. Your feedback is of course welcomed. See what you can do with it - it is Creative Commons licensed.

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