ITIL

The IT Infrastructure Library

Advertising to the itSMF keyword

Submitted by skeptic on Mon, 2008-08-18 23:32

Google AdWords/AdSense is a fascinating thing. Internet advertising may be the most revolutionary thing ever to happen to small business marketing (or big business for that matter). The sensitivity and feedback are extraordinary for testing and refining marketing messages. (So why do vendors still do so badly?).

The point of this ramble is that right now someone is paying over five bucks a click for the "itSMF" keyword.

SLAs that promise a resolution time are like firemen promising to put a fire out

Submitted by skeptic on Sun, 2008-08-17 21:11

Some SLAs assign a key metric to how long IT is going to take to resolve incidents. Really. This is like firemen promising to put a fire out in ten minutes. Worse still if an SLA makes this mistake it almost always also has it the wrong way round.

How Software Vendors Lie About ITIL Support

Submitted by skeptic on Fri, 2008-08-15 21:27

Further to my posts on Vendor marketeers stretch to reach out for ITIL and It is a helpdesk so it must be ITIL, see my just-published article on ITSMWatch How Software Vendors Lie About ITIL Support [I didn't write the title :-D]. [Updated: now also available on this site]

ITIL V3 and eTOM, the rapprochement begins

Submitted by skeptic on Thu, 2008-08-14 23:12

Following on from ITIL V3's after-the-fact attempts to link up with external standards such as ASL and ISO20000 (something one thought might have happened as part of the design and development of ITIL V3 rather than as a retrospective scrabble) we have eTOM.

the world of ITIL V3 certification and training

Submitted by skeptic on Tue, 2008-08-12 22:14

[updated February 2009]

Most readers of this blog know this stuff but certainly not all so here's the IT Skeptic's shaky understanding of the world of ITIL V3 certification. I welcome corrections and elaborations.

Foundation is the ONLY V3 exam that is going to be on Prometric

Submitted by skeptic on Sun, 2008-08-10 05:53

The IT Skeptic has confirmed pretty reliably that ITIL V3 Intermediate and Expert exams will NOT be available online without an associated training course. [updated: no it isn't. things changed between the start and end of August. Online training is back on!]

Feedback on the ITIL V3 manager's bridge exam

Submitted by skeptic on Sun, 2008-08-10 04:34

The ITIL V3 examinations are seriously flawed. "Subjective" and "multi-choice" don't go together.

ITIL v3 closer to the real world? No way

Submitted by skeptic on Wed, 2008-07-30 21:57

I enjoyed a recent blog post ITIL® v3 One Year On from John Griffiths at Fox IT, except for one point. ITIL v3 closer to the real world? No way.

ITIL product compliance

Submitted by skeptic on Wed, 2008-07-23 22:08

[updated: it seems salient to revisit this post. To the vendor who proudly declared on this blog that your product is "ITIL aligned" you might like to measure that "alignment" against this list. ("Aligned" is the new slippery-speak now that "compliant" is on the nose)]

The IT Skeptic’s ITIL Compliance Alignment Criteria

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