Brady's Blog

My answers to some of your Service Management questions

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15847

As IT organizations strive to provide more value to the ever-evolving nature of business, the ITIL v3 Foundations Course has become very popular and teaches the concepts of managing IT as a set of services. This Service Management view of IT has become more and more popular in the past few years and is gaining momentum every day.

When students take the ITIL v3 Foundations course, they often leave the classroom excited about how they can adjust the way they work to help the business meet their business needs. Many times, this excitement is coupled with the desire to act immediately to show what people have learned from the course. This desire for immediate action can often be misdirected with negative results.

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11599

The concepts of incidents and problems can be confusing and I’m often asked “When does an incident turn into a problem?”  The answer is, never.

Incidents are symptoms; problems are the cause. To illustrate the difference, an analogy may help.

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15279

Consider any service industry, such as teaching, banking or restaurants. Each of these industries have their own unique set of challenges – not only in its industry, but also as an organization’s maturity grows. As a restaurant, for example, grows from a neighborhood eatery to a national chain, the ways of working must become more formalized.  This formalization allows the restaurant to be more consistent in their delivery of services and, hopefully, more profitable.

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Tagged in: service management
28673

The types of services play and important part of you "services hierarchy". Understanding what is a core service, enabling service and enhancing service requires understanding your customer and value that they expect to receive from IT.

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1863

Having been an ITIL instructor for over a decade, the ITIL Foundation exam is easy - for me. I often forget about the journey that new ITIL Foundation candidates are about to embark upon. I look back and have to remind myself that ITIL wasn't always easy. I was often confused over terms and concepts and forgot how much difficulty I had.

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2043

I get the question of "What is the value of ITIL training?" or "What will the certification do for me?" quite often. The first thing I tell people is that a certification is just a piece of paper. I have lots of certifications dating back many, many years. The certification doesn't mean that I know anything about that particular topic because I've forgotten what those certifications from the 1990's were even for. What matters is what you DO with the knowledge behind the certification.

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Tagged in: itil training
3533

A reader asks:

First, I would like to thank you for writing the book, Foundation of IT Service Management with ITIL 2011. I bought your book and enjoyed reading it. The example of the restaurant is interesting.

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Tagged in: itil training services
6517

A reader asks:

Services reduce the effect of constraints? Which constraints does this refer to?

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Tagged in: services
7064

In short, deployment is a set of activities to move a service or change to a service into production. A pilot, on the other hand, is a form of a test. Pilots themselves can be deployed through our deployment practices. However the goal of a pilot is to ensure that a particular service change or a tool or technology will work in an environment that represents real life. However a pilot is not a shortcut to a deployment.

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2137

While some courses from both streams can count toward the ITIL Expert certification, some of the classes have enough overlap that they cannot both be counted toward the ITIL Expert certification.

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Tagged in: ITIL Expert Training
2799

Every IT organization provides what I call Professional Services to the business. These Professional Services are very similar to a consulting organization providing services to their clients. Each time the business asks IT to do something on their behalf, it incurs a level of effort and thus and expense of resources (time, people, money, etc). Many of these requests may be addressed through processes such as Change Management, Incident Management, etc., while others may be well-defined requests and addressed through Request Fulfillment.

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6198

Good question. Every organization struggles with changes. This is because changes introduce risk to our services as well as the political considerations for changes. Just because one person in an organization wants a change to be made, it doesn't mean that the change is good for the organization as a whole.

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3370

Absolutely. There are times when a series of incidents may be caused by a single problem. As the Service Desk strives to resolve the incidents, a back-end support team may be performing root cause analysis on the underlying problem to identify the error. Once the error is identified, the support team will focus on providing a resolution to the error or at least document a workaround that the Service Desk can use to resolve any open incidents.

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29275

This debate has been going almost as long as "which came first, the chicken or the egg?" If you read any ITIL forums, you will undoubtedly find this question posted at least once a year.

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12011

I teach a lot of intermediate courses. The intermediate exams are very different than the Foundations exam.

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Tagged in: itil intermediate
2189

Having been an ITIL instructor since 2002, I've met thousands of people in hundreds of organizations.

One of the things that I have found in my years of training is that theory and reality are not always in sync.

This blog is my attempt at providing my answers to some of the difficult questions related to IT Service Management including the importance of defining services, process implementation tips and techniques and, yes, some exam tips as well!


If you have a question, let me know. I'll do my best to answer it. If you have some advice in addition to what I provide, post it!


Brady...

 

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3959

Congratulations on your success! However, the ITIL Foundations certification demonstrates that you have base-level knowledge of the concepts of IT Service Management. One of the challenges that the authors of ITIL faced when writing such a complex topic, is how to structure ITSM so that people could learn the topic in a series of progressing classes instead of all at once.

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2432

While this approach is widely used to stabilize operations first, ITIL documents the practices to use for Service Management, not Process Management. Focusing on processes first, with little understanding or development of what services are offered by the organization, will result in short-sighted decisions being made that could potentially become an obstacle later as the organization begins to transform itself into a Service Provider. To overcome this, an organization should at least develop the definitions of services in parallel to the operational process improvements.
By documenting and better understanding the services that the organization provides, the concepts of services stay in the forefront of the improvements and influence the decisions that need to be made during these improvements. This effort will also begin the organization's cultural change from a technology provider to a service provider.
Ideally, an organization should develop their understanding of services first prior to any other improvement efforts. However, this approach usually only works in an ideal situation and most situations are far from ideal. When making operational improvements, keep the end-goal in mind - IT Service Management. Your operational improvements should be consistent with the path to the end-goal and not deviate too far off of the path.

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11 Common Mistakes People Make after an ITIL Foundations Course

As IT organizations strive to provide more value to the ever-evolving nature of business, the ITIL v3 Foundations Course has become very popular and teaches the concepts of managing IT as a set of services. This Service Management view of IT has become more and more popular in the past few years and is gaining momentum every day.

When students take the ITIL v3 Foundations course, they often leave the classroom excited about how they can adjust the way they work to help the business meet their business needs. Many times, this excitement is coupled with the desire to act immediately to show what people have learned from the course. This desire for immediate action can often be misdirected with negative results.

Continue Reading...
Incidents vs. Problems

The concepts of incidents and problems can be confusing and I’m often asked “When does an incident turn into a problem?”  The answer is, never.

Incidents are symptoms; problems are the cause. To illustrate the difference, an analogy may help.

Continue Reading...
What is the difference between Service Management and ITIL?

Consider any service industry, such as teaching, banking or restaurants. Each of these industries have their own unique set of challenges – not only in its industry, but also as an organization’s maturity grows. As a restaurant, for example, grows from a neighborhood eatery to a national chain, the ways of working must become more formalized.  This formalization allows the restaurant to be more consistent in their delivery of services and, hopefully, more profitable.

Continue Reading...