Explore ITSM blogs

ITIL Managers Exam

Mon, 26 Nov 2007 13:55:54 -0700

After 2 months of intense study the exam is completed. So what did I learn? First - research the organization that you will be using to invest your time and money with - all that is posted about the amount of energy it takes to pass this test is true! Given that this will be a life- altering passion for 3 or more months you will want the most successful team possible teaching and guiding you through the process. Take what they say - for prerequisites seriously - if you do not have the time to study then wait until you do. You will not succeed if you are divided by work and study.

Score: 0.0, Votes: 0

free v3 sample papers

Wed, 10 Oct 2007 13:58:59 -0600

Sample v3 papers can be ordered from

EXIN Services B.V

Tel: 030-2344805

Fax:030-2294165

e-mail: shop@exin.nl

Score: 0.0, Votes: 0

SaaS for Service Management?

Wed, 10 Oct 2007 11:02:05 -0600

Service Management and SaaS; mention them together and people will look at you as if you are some weird person. or is it? after all, SaaS has the last S as a Service :)

Recently, I met VP of Strategy for Service-now.com, an IT asset management SaaS firm. They are breaking grounds with several clients across the board. Usual issues with clients is that of data-security.

Score: 0.0, Votes: 0

how to get ITIL going in my organization?

Wed, 10 Oct 2007 10:27:12 -0600

"Change Management skills are a key to success for successful transition to ITIL compliant organization" said Mr. Kunka from BNY. There were several other tips as well at the nyLIG event.

Score: 0.0, Votes: 0

Please Help us Keep it Clean!!!

Wed, 01 Aug 2007 10:05:45 -0600

Hi All,

It was found that couple of users were trying to post some irrational material on forum.

Please note that this website is for sharing ideas and perception about Service Management. Please do not post such material on website.

Score: 0.0, Votes: 0

Did the chicken come first or the egg?

Tue, 26 Jun 2007 13:59:39 -0600

Configuration Management (CM) must be implemented before Change Management (ChM)?

A Yes
B No
C Maybe

While preparing for the ITIL Foundation Certificate exam this was one question I was stuck for a long time. The intuitive answer seems to be 'Yes', because if you don't know what you have how do you know it has changed? This is not a blanket statement, of course a change from Solaris to Linux in the enterprise is perceptible and can be assessed without a CM process in place. However, how do you measure if all the Solaris libraries, packages, etc have been ported to Linux without having aCMDB that holds information about the low-level modules? So to truly manage low-level infrastructure and control its change through ChM CM must be implemented. Right? Wait, but who specifies the order of ITIL process implementations? I didn't come across any suggested implementation guidelines during my study, as far as I had learnt ITIL was a collection of best practices and didn't propose any rigid implementation order for the processes. So the answer must be 'No.' As it turns out the latter reasoning turns out to be the correct one and the correct answer is no. As a side note for those preparing for the exam look out for words such as 'must' or 'should' in the questions,ITIL does not impose the implementation.

Score: 3.0, Votes: 1

CoBIT, ITIL ISO 17799 Interrelation

Thu, 21 Jun 2007 09:25:44 -0600

I attended Roadshow in Chicago (ITIL V 3 official LAunch). In conference, ITIL V 3 books were officially launched. There were presentations by all authors and lot of things were told about ITIL. It was very interesting to me as completely new framework of ITIL was launched. I was also curious to know more about COBIT, ITIL and other frameworks interaction. As Sharon Taylor, Chief Architect of ITIL told they are going to publish a separate book on this topic.

Score: 0.0, Votes: 0

Citi slashes IT - can ITSM save the day?

Sat, 14 Apr 2007 21:26:43 -0600

Citi decides to slash IT costs. The article reports that they plan to take the easier route of outsourcing and server consolidation and optimization.

Score: 0.0, Votes: 0

Introductions First - My Process View

Tue, 13 Feb 2007 18:46:06 -0700

Being an officer in the local AITP chapter and Software Process Improvement organization, I am excited about this new forum. My focus will tend to be very broad and process oriented... with influence from Agile, Lean, SEI, UP/RUP, developer, engineering, real-life data center, and ITSM vantage points.

Score: 9.3, Votes: 3

Governance frameworks and offshoring

Wed, 24 Jan 2007 13:42:28 -0700

Recently we have seen a trend where offshore IT service providers are seeking ITIL certifications much like the wave of CMM that was seen earlier and is still prevalent. In the case of ITIL though it seems a more recent phenomenon since the adoption of ITIL is still limited.

Score: 5.5, Votes: 2

Defining success for ISO 20000, Section 9.1

Sun, 07 Jan 2007 14:24:07 -0700

There is significant confusion in the ITIL community about the Configuration Management Database (CMDB) and Configuration Management. Some people believe that the CMDB includes every database and data-store used by IT to manage systems (I was formerly in this camp.) Others believe the CMDB is made up of only hardware and Software Configuration Items (CI). Many find themselves somewhere in the middle with fuzzy boundaries around what is and is not part of the CMDB.

Score: 10.0, Votes: 3

Service delivery and Personalization

Thu, 19 Oct 2006 21:50:09 -0600

Service delivery aims at addressing the needs of the customer. Catering to requirements in an efficient manner is a must for service providers. However just this competency may not differentiate a service provider from his competitors. Industrialized service delivery is said to be the future of service delivery. While adopting this model, the importance of developing the customer-service provider relationship should also be kept in mind. Aspects of customization, personalized service and the interpersonal aspect of dealing with the customer should be addressed. These may just be the key differentiating factors for a service provider to compete strategically.

Score: 8.0, Votes: 1

Customer Satisfaction Measurement

Thu, 19 Oct 2006 21:29:21 -0600

I found some interesting information regarding how customer satisfaction is measured and the areas in which the reaseach is done.

"The Benchmarking Network and CSMA announced they will be kicking off the 3rd Annual Customer Satisfaction Measurement Benchmarking Study. Now is the time to join and become involved in setting the focus and direction of the study. This is a "best practices" study that will include site visits to top performing companies.

The study will review the Customer Satisfaction Measurement area including research into:

Score: 0.0, Votes: 0

Napster launches Japanese service

Thu, 19 Oct 2006 21:27:34 -0600

http://www.businessweek.com/ap/financialnews/D8KH0UH80.htm?chan=search

Napster Japan partnering with Tower Records launched their online music download service. Japan is the secon-largest music market in the world. Competitors such as Apple iTunes already began their service in Japan six months ahead of Napster and became an instant hit among young-tech savvy customer segment.

Score: 0.0, Votes: 0

UK Government - Meeting the demand for improved public services

Thu, 19 Oct 2006 21:13:27 -0600

UK Government’s is facing challenges from the public while reforming the public sector reforms because like every other country, people want higher standards without paying higher taxes.
There are three models for meeting this challenge

Score: 5.0, Votes: 1