1. It’s not technology – it’s [IT] service management
2. It’s not the last word – it’s a reference, a good place to start
3. It does not teach how to do it - rather guides on what to do
4. It is not a tool – it is responsibilities, activities, results… it does need tools
5. It’s not instantaneous – it is gradual (for humans!)
6. It is not magic – just reusable common sense
7. It is not peaceful – it always goes with organizational change
Now you can receive instant updates of this blog via Twitter by following @itilblues.
After reading Seth Godin’s post on twitterfeed now I’m using it too – excellent service indeed.
One can measure the effectiveness of Change Management with the Seven Rs, introduced in the last ITIL v2 book “Business Perspective II”. Together, these seven questions constitute a straigthforward approach that can help assessing the impact and risk associated with each Change.
The seven questions are:
1.Who RAISED the change?
2. What is the REASON for the change?
3. What RETURN is required from the change?
4. What are the RISKS involved in the change?
5. What RESOURCES are required to deliver the change?
6. Who is RESPONSIBLE for the “build, test, and implement” portion of the change?
7. What is the RELATIONSHIP between this change and other changes?
This way Change Management will have seven dedicated little helpers to recover from poison apples…
Conferring after the call -by Jean-François Chénier, Some Rights Reserved - Attribution, Non-commercial
Steve Romero, wrote a comment over a podcasted interview on IT projects and initiatives failure, defending how three orchestrated disciplines can address the core People issue:
Regarding the latter, Organizational change management, I call magic to the moment during a project when people adopt the subsequent change.
Thank you all for reading this blog.
I wish a 2008 with good surprises for you and close ones.
Bem hajam,
Rui
At last we have the option of taking the ITIL v3 Foundation exam through Prometric (only in English).
You can either book it online (Go to http://www.2test.com/, choose EXIN as exam provider and then EX0-101 ITIL Foundation v.3) or contact a local Authorized Prometric Training Center. It costs 140€ (when booked online).
This exam is also available on Pearson VUE.
I couldn’t confirm it but it looks like the ITIL v3 Bridging Foundation is available too.
You may find the free Overview of ITIL useful for reviewing (take care – it’s not enough for exam preparation…).
EXIN’s information on this here.
Utility and Warranty come handy when characterizing and checking the value of a IT Service as it progresses throughout its lifecycle.
Utility – Functionality offered by a Product or a Service to meet a particular need. Utility is often summarized as “what it does”.
Warranty - A promise or guarantee that a Product or a Service will meet its agreed requirements (“how it is done”).
Service Strategy introduces an interesting pair of complementar concepts: Resources and Capabilities.
Straight from the book we have:
Resource: A generic term that includes IT Infrastructure, people, money or anything else that might help to deliver an IT Service. Resources are considered to be Assets of an Organization.
Capability: The ability of an organization, person, Process, Application, Configuration Item or IT Service to carry out an Activity. Capabilities are intangible Assets of an Organization.
People are at the same time a Resource (in the sense that people are frequently instrumental in delivering an IT Service) and a Capability (people carry out Activities…).
Robin pointed us out the excellent ITIL v3 summary An Introductory Overview of ITIL v3.
It’s more like the previous pocket guide for ITIL v2 and even if it’s not a crash course base material for ITIL v3 Foundation I do recommend it as a summary.
Don’t miss it as a good handy reference. I wish I could put my hands on a paper version of this…
Interesting how two voices converged to the very same topic of automating Service Management almost simultaneously (automation not as an end by itself but as a away of improving productivity thus focusing on variable issues).
Automation should be a natural consequence of the coesive and much more integrated ITIL we new have with the version 3 five core books.
Rodrigo Flores tackles Request Fulfilment automation opportunities in this post and Hank Marquis looks into a wider scope (relevant for ITIL v2 too) with this article.
[Rodrigo posted the rest of his notes regarding Request Fulfilment automation here.]
