Archive for the ‘Service Operation’ Category

What is the problem with problem management?

January 13, 2012

“Problems are only opportunities in work clothes”, Henri J. Kaiser

Problem solving is a very human specific capability that can be honed as time elapses. Most of us are great solvers yet have difficulties isolating what really is the problem. Lets look at the root cause for this and how organizations take it.

Roots by Eva the Weaver at Flickr - Some rights reserved

Roots by Eva the Weaver at Flickr - Some rights reserved

More context for problem management is in order. On Rob England’s Review of recent ITIL studies paper, one of the studies analysed gives this quantitative information:

“problem management – a process that requires organizational maturity and commitment – is the ITIL process most firms are currently [2010] implementing (24%) or planning to implement (24%). Furthermore, 43% currently follow ITIL problem management processes, reflecting a 91% adoption/soon-to-be-adopted rate among those surveyed.”



Mush and Room #25: Balance

July 21, 2010


Balance (between extremes)

Mush and Room #19: Access Management

June 9, 2010


Access Management (Mush grants sea access to Room)

Mush and Room #14: Priorities: Anvil or Key?

May 5, 2010


Priorities: Anvil or Key? (Mush and Room under pressure)

ITIL v3: Utility and Warranty – two sides of the same coin

December 14, 2007

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”).


ITIL v3 – Rodrigo Flores on Service Operation

June 27, 2007

Rodrigo FloresRodrigo Flores has been a champion for the Service Catalog. He’s co-author of the Defining IT Success through the Service Catalog book with Troy DuMoulin.

He’s been doing lots of reading lately and started with the ITIL v3 core book Service Operation.

He posted his comments here.