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ITIL Mission Statement: Key to Better Services

Article | July 29, 2013

Many I&O leaders and customers see little value from investments in ITIL. Not getting the Return on Investment (ROI) you expect normally comes from using ITIL incorrectly. You, your staff, and your customers must share the same goals and understand exactly what to expect from your ITIL investments. The goal of ITIL is not “business and IT alignment” or “competitive advantage from IT investments.” Instead, its first goal is to stabilize service operation. This builds a base for the second goal: increasing value through service optimization. You must have clear-cut, documented, and managed expectations for each activity, and order is vital. Success requires that you stabilize service delivery before trying to optimize. Focusing on the correct goal and linking each ITIL task to that goal is the correct use of ITIL.

What’s in a CSI Register?

Article | June 14, 2013

ITIL is generally not prescriptive. In reality, the CSI Register at any given organization might look significantly different than the example given in the CSI book. The fields given in this example are important. 

2013 IT Skills and Salary Report

Special Report | April 05, 2013

Get a look at how your numbers compare to your peers and neighbors with our comprehensive lists below. A Note About Our Certification List For the condensed list of certifications in our 2013 IT Skills & Salary Report, we included only certifications that received enough responses to be statistically relevant. The list below is more inclusive. Certification data is for informational purposes only, as the values of some of the more exclusive certifications are based on few responses and, therefore, are less reliable.

What is Supplier Management?

Article | Jan. 30, 2013

Organizations that plan for and conduct supplier management according to defined processes and boundaries are more likely to receive predictable, high-quality goods and services from their suppliers in a timely manner.

Juniper's Wonderful Command Line Interface (CLI)

Article | Nov. 05, 2012

Regardless of your vendor preference or your experience on the Juniper JUNOS CLI, assuming you have a point of reference to another vendor, your first thought when experiencing JUNOS is, “I have been here before.” The CLI is familiar, convenient, and polished. The similarities between JUNOS CLI and another CLI such as Cisco’s IOS are not what I want to focus on here however; it is their differences I want to focus on. But first, when you connect to a JUNOS powered device and access Operational Mode (see Brad Wilson’s blog post Introduction to Juniper Junos), it looks very much like the User EXEC Mode in IOS. In fact, there are a lot of JUNOS commands that are very much like the IOS User EXEC Mode commands.

Outcomes and Outputs

Article | July 25, 2012

Previously I discussed service providers and their risks in the example of my involvement with a landscaping company. ITIL clearly states that services, “…deliver value to customers by facilitating outcomes customers want to achieve…” However, sometimes organizations and people focus on outputs as opposed to outcomes, which sacrifices some of the value of the service. This leads to a question, what is the difference between an outcome and an output?

Introduction to Juniper Junos

Article | April 23, 2012

None of us have much time to waste, so what can you do when your environment changes quickly and you need to come up to speed on a device that you have never seen before? You find the quickest way to bring yourself up to speed. Some of you will have experience with other vendors’ equipment, and some of you will not have much experience at all; therefore, we will focus on topics that will get your feet wet the quickest and have you talking Junos in no time.

Incident Management Process Flow – Which Comes First, Categorization or Initial Diagnosis?

Article | April 18, 2012

What's the correct sequence of activities for handling an incident? Find out why categorization occurs before initial diagnosis in the ITIL incident management process flow so you can answer this common ITIL Foundation exam question.

2012 IT Skills and Salary Report

Special Report | April 02, 2012

The results are in from the fifth annual IT Skills and Salary Survey by Global Knowledge and TechRepublic, and there are finally reasons for optimism. The average salary of this year's respondents was up 6.2% from last year's and, in fact, is the highest in the history of the survey. While salary is a key component of the study, we also examined other factors such as job satisfaction, impact of acquiring new skills and certifications, and trends in pay, including base pay, bonuses, benefits, and geographic impact.  

ITIL 2011: How Many Processes?

Article | Jan. 11, 2012

As long as I've been involved in service management, one of the perennial debates that's really never been resolved focuses around how many discrete processes ITIL describes. No such single list exists in the ITIL core books. However, section 4.1 of each of the ITIL 2011 core books shows the processes described within that specific book. When we deliver accredited ITIL training, if it is describe in section 4.1 of any of the ITIL core books, then it is considered a "process".