ITIL practitioners commonly assume that standard changes are good, and that a high percentage of standard changes vs. normal changes indicates a mature environment. Is this maturity “good” by definition with respect to Change Management? The answer is mostly yes, but not always. Let’s look at some ITIL definitions. ITIL defines a change as: The …
Category Archive: IT Service Management
Aug 29
Not a Review: SCSM 2010
At heart I am a hands-on geek. When I learned that Microsoft finally released its Service Center Service Manager 2010, I was excited to try it. I logged into my partner account and signed up for the 90-day trial. Then reality set in. As is so frequent with Microsoft’s business applications, initial enthusiasm gave way …
Aug 15
W00t: The ITSM podcasts are back
I posted almost two years ago about the dearth of ITSM podcasts. The IT Skeptic blog is alive and well, but the podcasts are dead. Fortunately a new batch of podcasts have arisen. Three that appear to be alive and well are: I think the first organization needs no introduction: Connect, Learn, Grow! The itSMF …
Jul 24
Changing Priority
Question: An Incident meets the criteria for P1. However, midway through resolution the impact has changed to that of P2. How should we treat the Incident now? How should we measure the SLA, based on P1 or P2? Answer: I don’t believe ITIL provides much specific advice about this condition. How you want to handle …
Jan 28
Exploring the Role of Steering Committees in Realizing Value From Project Management
Abstract: The impact of steering committees on project performance and their role in creating value from project management capabilities is not well understood. A case study analysis was chosen to analyze the configurations and specific functions of project steering committees. A measurement model for steering committee configurations was developed to enable further survey-based studies. One …
Jan 26
What is the dividing line between a Project and a Change?
When is a Change really a Project? ITIL simply says the following are not changes: Changes with significantly wider impacts than service changes, e.g. departmental organization, policies and business operations – these changes would produce RFCs to generate consequential service changes Changes at an operational level such as repair to printers or other routine service …
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