Oct
19
These numbers are estimates based on number of exams taken multiplied by the pass rates. In some cases the pass rates are not available and I had to use a proxy pass rate. For ITIL V2 Foundation passrates I used the average V3 Foundation pass rate. For advanced ITIL V2 certifications I used 60% pass …
Oct
13
The latest ITIL certification statistics are available here from APMG. As usual we have tried to make sense of the numbers. Click on the thumbnails to see more detailed views. The graph above shows the number of ITIL Foundations exams taken since January 2009. Worldwide interest is continuing to grow a an annual 15% growth …
Sep
20
Whether or not the ITIL V3 Expert is worth the money depends on the candidate’s background. Obtaining the ITIL V3 Expert level will NOT make anyone an expert at ITIL V3 or in IT Service Management. If you have a consulting practice related to the management of IT or IT Service Desks, the training and …
Aug
30
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 …
Jul
24
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 …
Feb
09
Abstract: The main purpose of this paper is to emphasize the importance of the implementation of IT best practices in enterprises and to identify the key challenges managers are facing when creating a standardized IT control framework in order to achieve alignment of best practices to business requirements. First, the authors present the increasing necessity …
Jan
26
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 …
Jul
27
Abstract: The Information Technology Service Management (ITSM) movement is gaining adopters throughout the world, expanding from the 2005 ratification of International Standards Organization (ISO) ISO/IEC 20000. However, this concept grew out of older frameworks such as Britain’s IT Infrastructure Library (ITIL) and U.S. service level management (SLM). To further confuse the landscape, there are also …
Jul
17
Link: http://www.informaworld.com/smpp/content~content=a910451709~db=all~jumptype=rss Reference: Willson, P., & Pollard, C. (2009, Spring2009). Exploring IT Governance in Theory and Practice in a Large Multi-National Organisation in Australia. Information Systems Management, 26(2), 98-109. Abstract: IT governance is critical to most organisations and has an influence on the value generated by IT investments. Unfortunately, IT governance is more aspiration than …
Jul
12
Link: www.waset.org/pwaset/v52/v52-69.pdf Reference: Knahl, M. (2009, April). A Conceptual Framework for the Integration of IT Infrastructure Management, IT Service Management and IT Governance. Proceedings of World Academy of Science: Engineering & Technology, 40, 447-452. Abstract: The definition and use of standardized IT Management techniques and processes provide the basis for IT Service Management and IT …
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