ESM – the tool provider’s new cash cow
Software suppliers are discovering a new dairy cow hand-over-hand: labeling their tool as an ESM tool, and new sales are on the horizon. Don’t fall for it… especially if you have not set up a service management architecture and an associated service ma
MTBF – MTRS – MTBSI – MTTR? What happened?
Reviewing an exercise text for a local university, I ran into an issue that seems to be overshadowed by all attention for the new ITIL 4 terms like SVS, value chain, co-creation etc. What has become of the availability measures we used for some decades
The wrong end of the stick: rules vs. principles
ICT regulators and controllers tend to follow a rule-based approach. Although – if asked – they soon enough admit that they actually don’t believe it is the right approach. They would love to see their target audience being so well organized that they
ITIL, or rather ITSL, or even ITSML?
Should ITIL change its name from IT Infrastructure Library to IT Service Library? Or should the M for Management be added to it, to cover ITSML, IT Service Management Library? The statement that ITIL would only be about infrastructure management and us
SLA or BLA? Or would you prefer ISA?
A posting in one of the many ITIL groups at Linkedin said “Service Level Agreement vs. Business Level Agreement. There is an new trend where for definition of value and benefits of ICT for business is considered BLA instead of SLA. In other words measu
SSC versus Multi-Disciplinary Service Units
A phenomenon I’m regularly running into is the SSC, the Shared Service Center. It is an initiative based on the desire to profit from the economy of scale, when two or more organizations are sharing some common, comparable services in a single organiza
ISO makes a mess of (IT) Service Management
If you want to comply with international guidelines for (IT) service management, should you apply ISO9001 to your service management domain, should you apply ISO20000 because it claims to do exactly that, or should you use the ISO/IEC TR 90006 guidelin
Who will beat ITIL? On GITIMM and evolution…
In 2016 I was asked to write a column about ITIL’s life story, in honor of Happy ITIL Day 2016. I didn’t have to think long about the answer. ITIL is just too important to pass. And since millions of people have read the books I wrote about ITIL, I sim