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Learn the Steps or Feel the Beat? Everyone who ever attended event night at one of the major software vendors’ user conferences knows, “Real IT people don’t dance” (or should I say “IT people don’t really dance”). Yet I plan to use a dance analogy when discussing the various best practice frameworks...

This poster may not be like the posters that adorned your room as a teenager--at least I hope not--but I think you'll get a lot out of it just the same, especially if you are in need of some good ITIL guidance. CA has developed a unique approach to charting the ITIL journey through a visual representation...

What do dishwashers, cars and ITIL v3 have in common? Warranties! Recently I was reading the warranty of a dishwasher and it stated that cooking fish in the dishwasher voided the warranty. Stunned, I did Google and find just such a recipe (it is below just in case you are curious). Who'd have thunk...

In my travels I have encountered numerous questions about ITIL V3--many of which dealt with what I call "ITIL Myths." Here are my "Top 3 ITIL v3 Myths for 2008," and let me tell you there were many to choose from. Myth 1 - You must implement every ITIL process starting from Service...

This week I've been at CA World, the CA user conference. I've been running from discussion to discussion discussing IT Service Management and Governance. After 15 meetings and 4 sessions, it's quite clear that customers are looking to cut costs and that ITIL is clearly a vehicle to do so...

I ended Part 1 of this 2 part posting by saying that to do real service level management (SLM) we must know what the expectations and committed deliverables are from the client perspective. Without this information, we are guessing. And last time I checked, being psychic was not on the skills required...

ITIL v®3 has been with us now for almost 18 months. 3 times in the last 3 weeks journalists have asked me what level of v3 adoption I am seeing. I thought that I would share some of my findings based on discussions with customers I've visited around the world. The adoption of ITIL v3 globally is...

I was speaking in the US last week and was asked to explain the ITIL® v3 Qualification scheme, which in v3 introduces a credit system to achieve Expert Certification in ITSM. For the "expert" certification you will need a minimum of 22 credits achieved in a balanced selection of v3 subject...

The blogosphere would be a boring place were it not for the many strong opinions you can find there on just about anything. Therefore, in support of my beloved communication medium, it is only fair that I point you to the IT Skeptic blog for another point of view on ITIL® v3 to COBIT 4.1 Mapping.

I participated in an executive panel discussion for ITO America, along with Nathan McNeill and Lou Hunnebeck, on Business Service Management and ITIL®v3. Nathan co-founded Bomgar in 2003 and is responsible for aligning product strategy with the needs of Bomgar's over 3,500 customers. Lou Hunnebeck...