Monday, October 12, 2009

New series of 5-minute tutorials

Hi all,

I'm pleased to announce that we have started to publish our new ITIL Results in 5 minutes daily learning snippets. You can watch the initial one, Why Availability Shouldn't Wait, at

Please feel free to request topics!



Tuesday, September 22, 2009

Trip Report from ITSMF Fusion 09

Wanted to take a few moments to summarize the results from ITSMF 09...lots of good things going on, but here are the main highlights we saw.

- Show was smaller than previous years but attendance was better than expected...about 1200
- Most of the enterprises attending were well into at least substantial operational adoption of ITIL good practices.
- Attendance was especially high at programs discussing metrics, SLAs, service catalogs, and there was a strong turnout for "ask the expert" sections with several ITIL co-authors
- The keynote from Dr. Jackie Freiberg was powerful and compelling. The author of NUTS!, about Herb Kelleher of Southwest Airlines and BOOM! 7 Choices for Blowing the Doors off Business as Usual inspired us to move beyond "dead people walking" to embrace infusing our work and learning programs with energy, creativity, and active servant leadership.
- Plenty of tool vendors selling many of the same always, tools can be very helpful in supporting many aspects of your service mgmt initiative, but service and outcomes come first.

Friday, July 24, 2009

Certification training vs tools

A number of our customers are struggling with how to implement training programs to support their service management initiative. Many approach the training need from a tools point-of-view. In other words, train them on using the Change management tools, not on the process itself. While understanding how to effectively leverage and use your tools is critical, understanding the context of the work in supporting your services is the critical link. What are the proper triggers, inputs, and outputs of the process? What are the dependency relationships between your process activities and that of other processes? How does what is happening in your functional group impact other groups?
We recommend at a minimum some core understanding of the Service Lifecycle and the role the different processes play in modeling, planning, transitioning, supporting, and improving services BEFORE the tools training. Otherwise, people will "fill in the boxes" to "get the work done" without the right level of quality or value capture in their documentation. Ultimately you are at risk of reduce quality and service availability without this core understanding.

Wednesday, July 15, 2009

Introducing how-to Video

We'll be introducing a series of short "How to" ITIL videos on this blog, focused on taking core ITIL concepts and discussing some ways to implement them effectively in the real world. Since the ITIL is not a theory, but an aggregation of practical strategies for managing and supporting IT services, many of my customers get caught up in the lingo and don't spend enough time "doing" ITIL. We'll look at one section each week from Strategy, Design, Transition, Operation, and Improvement and describe some specific how-tos that have worked for customers of ours that you will likely find effective in your orgs too. Please feel free to react to what you see and post your own advice and guidance based on your experiences!

Monday, July 13, 2009

Training or Learning?

Like many other ITIL instructors, I spend a fair amount of my time teaching certification classes. That said, keep in mind that for ITIL implementations to work, it requires the right combination of people, process, and technology. Can your teams effectively leverage your tools and processes to support a workflow that delivers sustained, aligned services? Most of the skills gaps I see are around bridging process silos...making sure inputs, outputs, and triggers are understood, managed, and automated where possible to facilitate incident and problem identification and diagnosis, coordinate transition activities, or align customer service requirements to achievable performance targets.

Thursday, July 9, 2009

A new ITIL Blog with real information

Welcome to a new user-consortium driven blog called Making ITIL Work. The moderator of the blog is ITIL Expert Patrick von Schlag, who will contribute written and video good practices based on the ITIL and other good practice frameworks.

This blog is NOT for course advertising or job searches. It is a great place to get real facts and specific support for making ITIL work in your organization. Your moderator (me) does not claim omniscience, and so I hope that each of you will share your own wisdom as well.

This is a great place to ask questions, share success stories (funny how your bosses are never interested in talking about the things that are working...:), and get the support and tools you need to make ITIL work in your organization.