ITIL

The IT Infrastructure Library

Beetil: a new entrant in the ITSM/ITIL SaaS tools market

Submitted by skeptic on Fri, 2009-02-27 01:22

Here's an interesting new entrant in the SaaS ITSM/ITIL market, Beetil. You can trial it for free.

The rules of ITIL V3 certification and training

Submitted by skeptic on Fri, 2009-02-20 21:54

APMG have published a book of rules for ITIL V3 certification and training. This is excellent, exactly the kind of thing that should be public. We now look forward to OGC, itSMF and TSO doing the same in other areas, such as:

  • acceptance of Complementary publications
  • contractual agreements between the entities (for example did you know that itSMF have a contractual agreement with APMG to “use all reasonable endeavours to promote and market their services worldwide”)
  • itSMF member code of conduct
  • IPESC charter and approvals process
  • itSMF charter(s) and constitution(s)

The booklet is excellent. It lays out just what we need to know. More of this please, Castle ITIL.

There were a few interesting bits...

itSMF International needs to unite the ITIL community

Submitted by skeptic on Fri, 2009-02-20 03:08

itSMF International is creating a committee to improve the development of chapters. This is a Good Thing, great to see.

I humbly suggest that chapter development is just part of a bigger issue for itSMFI: chapter integration. This is the dead elephant in itSMF's room: the problem so big that everyone studiously ignores it.

Hurry for your ITIL V3 Expert certification

Submitted by skeptic on Thu, 2009-02-19 08:56

If you want an ITIL V3 Expert certification, hurry before the fast-track is gone. Reportedly an ITIL V2 Manager's certificate followed by a Bridge course is the fastest and (relatively) cheapest route to an ITIL V3 Expert certification. The great lumbering beast that is the ITIL V3 certification program just took one more plodding step towards cutting it off.

A list of Request Classes to help out ITIL

Submitted by skeptic on Sun, 2009-02-15 20:37

Recently we discussed how I think ITIL V3 muddies the definition of Incident, and of Incident Management. As part of that discussion I realised that my own list of Request classes had missed one, "Fault". That list came from my book Introduction to Real ITSM which is a satirical version. A more serious one was originally published by me in the article The Evolution of the ITIL Request on ITSMWatch.

So I thought I'd update my list.

ITIL V3 Incident Definition: Camels and Committees

Submitted by skeptic on Wed, 2009-02-11 08:20

ITIL defines an incident to be an impact on service or a failure of a CI that might impact service. I think that is clumsy. An incident is an impact on service. Period. A failure of a CI is something else.

The IT Skeptic reviews ITIL V3 book "Service Strategy"

Submitted by skeptic on Sun, 2009-02-08 09:06

This post has been podcast

[Updated: My review of ITIL V3 "Service Strategy" is no longer available at the original website so I am reposting it here.] If V2 taught us how to walk, V3 teaches us to run. Trouble is, many organizations are still sitting down.

Delivery of COBIT User's Guide for Service Managers is slipping waiting on ITIL approval?

Submitted by skeptic on Sat, 2009-01-31 00:13

Delivery date for the COBIT User's Guide for Service Managers has slipped to "first quarter of 2009". (You may recall the IT Skeptic suggested this book will "put a cat amongst the ITIL pigeons").

ITIL Prime

Submitted by skeptic on Mon, 2009-01-19 23:10

It has come to my attention that somebody is claiming that ITIL Prime was one of the sites removed from this blog for copyright violation in their ITIL Foundation exam preparation questions. This is entirely untrue. If I find out who started this rumour I hope for the opportunity to discuss it with the perpetrator out back in a carpark. Not only is the allegation untrue but it is clearly false on two counts:

  • we list only free sites - ITIL Prime is by subscription
  • we clearly state the sites were subsequently taken down as a result of my complaint to their hosting company

The Pillars of ITIL

Submitted by skeptic on Fri, 2009-01-09 14:53

ITIL started out as just the books, but it is much more today: it is a movement, a professional group, and an industry. A great deal of activity goes on in promotion and support of ITIL worldwide. Much of it is ungoverned and ad-hoc. There are many pillars of the house of ITIL and OGC governs and manages only four.

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