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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. 

VMware Resource Pools: Prioritizing VMs

Article | March 11, 2013

Resource Pools are often misunderstood, disliked, and untrusted by vSphere Administrators. However, resource pools can be very useful tools for administrators who want to configure resource management without having to individually configure each VM. This leads to the administrator’s desire to explore the proper usage of resource pools.

Simplifying VMware vCloud

White Paper | Feb. 25, 2013

This white paper has three main goals. The first is to generate a better understanding of the cloud in both the business and IT communities. The second is to describe the major components of vCloud and the virtual datacenters they provide. The third is help businesses visualize and understand how vClouds could be beneficial in addressing their specific IT needs.

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.

VMware vSphere Essentials

White Paper | Jan. 23, 2013

This vSphere Essentials white paper will give you a basic understanding of some of the concerns or planning points to consider as you get ready to deploy vSphere in your organization. This is a glimpse into some of the essential things to consider for implementing vSphere. This will focus on some of the basics that vSphere administrators run into when installing the latest features and not realizing they still have some older versions implemented.

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?

Seven Tips for Troubleshooting VMware vSphere5

White Paper | May 31, 2012

Here are seven tips for working with vSphere, including: Logging in via Command Line, dealing with connection problems using ssh to an ESXi host; network performance issues; possible storage problems; Log Files to View in vSphere ESXi 5; network performance troubleshooting; migrating to a virtual machine using VMotion.

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.

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".