The Secret of Change Management

The secret is there isn’t one secret. There is no single aspect of Change Management that makes it successful. There is no right or wrong way design your Change Management process. I have worked with two dozen customers on Change Management, and I have found few consistent threads. Every organization is different. It’s important that: […]

Validating Configuration Management Uses

Two weeks ago I discussed how the value of Configuration Management activities are derived from the improvements made to other processes. I want to suggest another way that this can happen, borrowing concepts that recently starting to surface in Project Management communities. That concept is called PRUB and was introduced last year by a professor […]

IT Asset Management

Introduction Last week I discussed how organizations with low maturity in the processes that Configuration Management supports will not realize any value from Configuration Management activities. Financial Management of IT Services Availability Management IT Service Continuity Management Change Management Release and Deployment Management Incident Management Problem Management There is an exception to this observation: IT […]

The Value of Configuration Management

Understanding Value For the purpose of understanding the value of Configuration Management, we have to trace how value is added to transactions. The value transaction is important to the supplier because that is where value to the customer is measured. (Presumably the customers use value exceeds the transaction value, or the transaction is not sustainable.) […]

The Balanced Improvement Matrix

Two weeks ago I presented to a customer how their IT improvement program can be improved by adopting principles from ITIL. I used this slide to illustrate another way to think about the issue. Click to expand Recipient of Benefits The Y-axis who receives most of the immediate benefit of the activity. “Inside” refers to […]

Much Ado Over Gamification

Gamification is coming, whether you need it or not. In December 2013, BMC announced a partnership with Bunchball to integrate its game mechanics engine with RemedyForce. I am told other vendors have game mechanics on their roadmaps. Two years and a half years ago I expressed my skepticism about including game mechanics in non-game scenarios. […]

ITIL Certifications for 2013

The ITIL Exam Certification Statistics for 2013 are out, and we are now ready to present the final results. All the images below may be expanded for higher resolution. All numbers are rounded to thousands (Foundation) or hundreds (Advanced) unless otherwise indicated. Foundation A total of 245,000 certificates were issued in 2013, up 3.6% from […]

ITIL Exams for Oct 2013

Axelos has updated their ITIL Exam Performance Statistics through October of last year. There are no major breakthroughs since the statistics were last reported here for 2012. I am providing only major highlights. ITIL Foundation 196,000 ITIL Foundation certificates have been awarded so far in 2013, out of 216,000 attempts, an overall pass rate of […]