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Service Management Art offers readily available training programs, enabling you to take action on changes now. These programs are designed with you, your people and your customer in mind - and will contribute to your bottom line. |
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ITIL V3 Update
'Buzz, rumours, hysteria?'
The ITIL V3 Update publication is scheduled for May 30, 2007. Plenty 'Industry Babble' at the moment. Some of the following websites can give you more info on the current state of ITIL v3:
- Controversial topics at:
www.itskeptic.org
- Things to think about:
The blog entry from Alan Nance. (Great read!)
http://blog.itpreneurs.com
- ITIL V3 Tour:
The official 'launch location':
http://www.itilv3launch.com/pages/index.html
- Do not forget to check out:
The Canadian National Conference in Calgary where some of the authors of ITIL v3 will speak:
www.itsmf.ca
There's been too much incorrect info, too less real announcements. I would not call it hysteria, but I think it's close. Anyway, the management of change regarding the ITIL V3 introduction is definitely not handled very well. We can see the resistance everywhere, but very little has been done to streamline communications. That is not good for a new product or service in this market. It will take time and effort to turn this all around. According to many people, frustration is growing to an all time high. Hopefully it will not negatively affect the acceptance of ITIL v3 in the market.
N E W S:
Service Management Art launches Online Bookstore!
Per May 28, 2007 - we are proud to present a long awaited component of our services: an IT Management Online Bookstore.
Just a quick reminder of "what we do":
Service Mangement Art helps IT organizations when implementing 'Change'. Changes are not as easy as throwing money at it, extensive planning and good project management. You need all that of course. But you also need to "Turn the Key of Willingness".
Make sure people do - what you want them to do - with you. We offer training programs and effective change-solutions to make that happen. 'Change Management is a true Art'.
Contact us today for a creative meeting and experience a different approach to improving your ROI.
Service Management Art |
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Peter's Power Play
Back to the Future with ITIL. I recently watched the movie trilogy "Back to the Future". At the same time I was involved in the quality audit of the Service Transition book from ITIL v3. It became clear to me that there are a lot of similarities between the two. ITIL is coming out with its next installment: Version 3.
We see the same characters appearing in both trilogies: actors or processes and the story lines are nearly the same. ITIL processes in different times as well. Slight differences because we do not have the same technology, but the story is still the same.
In my consulting work I sometimes feel like back in time as well. Some of our ideas will not be accepted by organizations (yet)? Consequently, I feel like I'm back in the future and need to talk about silo based management and IT services, defined from an IT perspective instead of from a business perspective. Did I travel back in time? Maybe I should get an English sports car- a Jaguar would be nice - I never liked the Delorean. But I digress.
Is ITIL V3 really so new? Remember it was initiated as a project to get new best practices defined and inconsistencies taken away? The technology has changed in the last 25 years, the people have changed in the last 25 years (baby boomers to gen Y) but, did the processes really change?
What I have seen in the older versions of ITIL is still there in the new version. So is this just a cosmetic change? Did we change the layout of the books, without really coming up with innovative ideas? Now don't get me wrong, I do appreciate all the effort that went into the ITIL Refresh (It does improve alignment with Application Development, inconsistencies have been taken away I hope) but: Is it really going to be different when I do a consulting project? I don't think so.
What I see wrong in ITIL 3 (and also in the current version), is that there's always only one best practice. I would rather see different best practices with pros and cons, so that the person that uses it can decide what works best for him/her. One storyline in this case is not enough. We need to provide different scenarios that the user can utilize.
Will it impact the ITIL certification training? For sure. I am looking forward to these books, so I can form my opinion. It feels kind of like finding the fuel source in Back to the Future 2! I know I will find it, but I have to wait till the end of the movie.
Yes, it is an art!
Peter Lijnse |
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BOOK REVIEW
"Service Management Process Maps".  This is a book that is written by Computer Associates. They have created a great way to look at the relationships between the ITIL processes and how they are related to the PLAN-DO-CHECK-ACT cycle. They have used the London underground maps as a base for their process mapping. A very innovative idea and it really makes it clear how processes work together.
Of course the question is, what are they going to do when ITIL v3 is published? On the other hand the maps are definitely useful for anyone who wants to have a different view of processes. I hope that CA have posters of these subway maps, because that can benefit a lot of organizations.
By the way, if you ever got lost in the London Underground and could not make head or tails out of these maps, it might not bring back fond memories.
The annex B is specifically discussing the role of Education in ITIL implementation; a great article written by Alan Nance. Worth the read if you are struggling with which training is necessary in which phase in the ITIL implementation project.
Buy this book now! |
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Keep in Mind...
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Service Management Art
Peter Lijnse
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