Let’s Stop Playing “Service Provider” and “Customer” – Tedder Consulting

Doug Tedder has accurately captured the general trend away from managing IT as distinct services published through a service catalog, captured from users as service requests, that deliver value to customers. These may still be useful as conceptual models, but relatively few organizations publish a service catalog in such a literal manner. What happens to […]

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 […]

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 […]

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 […]

2012 ITIL Exam Statistics

APM Group has released their ITIL exam statistics for the whole year 2012. I have compiled their statistics and present them with a little more context. 1 ITIL Foundation Over 263,000 exams were administered in 2012, up 5% from 2011. Over 236,000 certificates were issued.  This number finally exceeded the previous annual high which occurred in 2008 at […]

The Role of COBIT5 in IT Service Management

In Improvement in COBIT5 I discussed my preference for the Continual Improvement life cycle. Recently I was fact-checking a post on ITIL (priorities in Incident Management) and I became curious about the guidance in COBIT5. The relevant location is “DSS02.02 Record, classify and prioritize requests and incidents” in “DSS02 Manage Service Requests and Incidents”. Here […]

Incident Prioritization in Detail

One of the advantages of working with BMC FootPrints is the lack of definition “out of the box”.1 The tool provides easy configuration for fields, priorities and statuses, and workflows within multiple workspaces, but there are few defaults (besides sample workspaces that are not very usable). This lack of out of the box configurations has […]

Changing Incident Priority

The correlation between sanity and Linkedin Groups is inverted. I joined several groups because I like to stay connected with the industry, but the disinformation (and verbosity) can be infuriating. Recently I read the following and several people agreed. The priority of an incident must never be changed, once determined For the record, here was […]

Improvement in COBIT 5

In a previous post I discussed starting your service or process improvements efforts with Continual Service Improvement (or just Improvement). I prefer COBIT5, and the issue is ITIL. The good news is the Continual Service Improvement is the shortest of the five core books of ITIL 2011. CSI defines a 7 Step Improvement Process: Identify […]

Starting With Improvement

At last week’s Service Management Fusion 12 conference, I attended a brief presentation on Event Management that left a lot of time for questions and answers. One of the questioners had an ordinary concern for organizations starting down the road of “implementing ITIL”: where should we start?1 In this case the speaker demurred using ordinary […]