Iterating on IT Service

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• CSI: Crime Scene Investigation or Continual Service Improvement – You decide

  Most of the country thinks CSI stands for "Crime Scene Investigation," as popularized on TV. In a convoluted sort of way, the acronym means something similar in ITIL® v3. This is a stretch, but bear with me. In v3, CSI stands for Continual Service... Posted Apr 14 2008, 08:11 AM by Marvin Waschke with | with no comments Tags: ITIL

• Should Service Users Be Tracked as CIs in the CMDB?

  As CMDB experts go, I have a lot of experience, starting with implementations a decade ago when ITIL was almost unknown in North America. Still, a question posed to me at CA's recent customer-focused Development Buddy Summit sent me to the books ... Posted Apr 01 2008, 09:17 AM by Marvin Waschke with | with no comments Tags: ITIL, CMDB

• Happy Holidays from down on the farm

  I thought you might enjoy a glimpse of our farm in the snow. Forty years ago, my father raised calves in this small barn that my grandfather built around 1900. It was the first barn built on the farm. He later erected a much larger hay barn, but I don't... Posted Dec 21 2007, 08:35 AM by Marvin Waschke with | with no comments Tags: ITIL, CMDB, CMDBf

• CMDB Dilemma: Authorized versus Observed Configuration

  I've been watching a battle between two opposing schools of thought in the CMDB world. One says that a CMDB represents the authorized configuration of the IT Service environment. Not the real configuration, not the way the system is working now, but... Posted Dec 18 2007, 01:25 PM by Marvin Waschke with | with 2 comment(s) Tags: ITIL, CMDB

• You Got Some Service Catalog in my Service Desk

  Like peanut butter and chocolate, service catalog and service desk are quite good alone, but even better together. Always closely related, the products have gone through a curious evolution since I first worked on developing service products--years before... Posted Dec 03 2007, 12:25 PM by Marvin Waschke with | with no comments Tags: ITIL

• ITIL v3: Simplifying Complexity

  I have been following the reaction to ITIL® v3 with great interest. My own views diverge from most of the public comments I have heard, which is not surprising since I tend to look at IT from a developer's perspective, which differs from that of many... Posted Oct 29 2007, 02:44 PM by Marvin Waschke with | with 1 comment(s) Tags: ITIL

• ITIL v3 Transforms IT from "Overhead" to "Transaction Cost"

  Like many of you, I’ve been doing a lot of reading and pondering about ITIL® v3 lately. What is different about v3? Is it an improvement over v2? Is it likely to change the way IT is conducted? I’ve been particularly intrigued with a statement in the... Posted Sep 24 2007, 12:35 PM by Marvin Waschke with | with no comments Tags: ITIL

• Winning the Whack-A-Mole Change Game

  In a previous blog entry, “Winning the Whack-A-Mole Support Game,” I compared IT support to a Whack-A-Mole arcade game, with issues popping up like moles from holes, two or more issues popping up for each one solved. I said that ITIL® was the best mallet... Posted Jul 02 2007, 01:44 PM by Marvin Waschke with | with no comments Tags: ITIL

• Winning the Whack-A-Mole Support Game

  Even the best service support system can sometimes behave like a whack-a-mole arcade game with issues popping up like moles from their holes. Whack one mole down with the big mallet and more appear. Solve one problem and two new problems pop up. Solve... Posted Jun 27 2007, 03:36 PM by Marvin Waschke with | with no comments Tags: ITIL