ITIL

Resources


ITIL V3, Enterprise Architecture and Project Portfolio Management, where do I start?

Serge Thorn: Recently I have attended the ITIL V2 to V3 bridge course and took the examination. It is clear that one day is not enough and a day and a half would have been convenient. IIL V3 is supposed to be an evolution and not a revolution… Pretty sure that a day and a half would have frightened some IT decision makers… and the decision was from trainers to only offer that single day.

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Randy A. Steinberg (2001)

Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives

How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives? Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the operational metrics to use and how these can be calculated into Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that resonate with Senior Management. In this book you will learn about: Defining and building a comprehensive ITIL metrics program; Which metrics are the most important and how to calculate them; Dealing with staff resistance to a metrics program; Tips and suggestions for what to do if inadequate tools and reporting exist; Suggested work plan for how to build your metrics program step-by-step. In addition, this book contains a helpful CD with a helpful IT Service Management modeling tool that covers all 10 ITIL processes. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated! This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place.

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Peter Brooks (2006)

Metrics for IT Service Management

Many organizations find it very difficult to use metrics properly, and badly designed metrics can be actively harmful to proper business functioning. This book addresses the causes of the difficulties and presents workable solutions. It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organizations, and specific recommendations for applying metrics across ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the recommendations.

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ITIL’s dead elephant: CMDB can't be done

CMDB can’t be done. Not as ITIL defines it. At least not with a justifiable return on the investment of doing it - it is such an enormous undertaking that any organisation attempting it is going to burn money on an irresponsible scale. The truth about CMDB is no secret. It is a “dead elephant”: a great putrescence in the corner of the room that everyone studiously ignores, stepping around it and ignoring the stench, because life will be so much simpler if they do not acknowledge the obvious.

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Living without ITIL's CMDB

so many of us in process methodologies and operations delivery tend to be anal obsessives. Lighten up and stop trying to find one repository to rule them all. Let our data be untidy. Let go of that old “everything has to be complete and correct” mindset. Live without CMDB.

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Describing the Elephant: The Different Faces of IT as Service

Terms such as grid, on-demand, and service-oriented architecture are mired in confusion, but there is an overarching trend behind them all. ACM Queue vol. 3, no. 6 - July/August 2005 by Ian Foster, Argonne National Laboratory and University of Chicago, Steven Tuecke, Univa

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American ITIL

Deep in the heartland of America an experiment is under way. ITIL, a set of best practices for IT service management, has begun to take root in the United States. Popularized in Britain more than 10 years ago, ITIL is only now getting noticed in the United States. By Chad Vander Veen in Government Technology, Jul 27, 2005

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Dr. ITIL

Blog about the world of ITIL.

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