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Does ITIL4 Embrace Agile?

ITIL4® embraces Agile more than any of the previous versions of ITIL, making it easier to implement and less of an organizational impact when implemented. While ITIL4 still focuses on providing value to customers, the shift of focus from offering only service management practices to the customer and the value that programs bring to the customer makes it very different from prior iterations of the framework.

Agile is a software development methodology that focuses on making small, iterative changes quickly and with more focus on customer needs.

The Seven Guiding Principles

One of the ways ITIL4 shifts its viewpoint from ITIL v.3, 2011 is with a focus on the seven guiding principles that were originally introduced in the Practitioner guidance, but which form the foundation of ITIL4:

  • Focus on Value
  • Start Where You Are
  • […]

By | August 14th, 2019|

If We Could Make 2, Even 3 Changes, About ITIL® v4

ITIL4® is very complete in its approach to service management and value, but as we all know there’s always room for improvement – right? There’s one very basic concept to understand about why ITIL4’s changes are needed: we must convince IT people, who are so focused on operations, to work more strategically with business partners to produce services a business can use to gain a competitive edge. What, therefore, could be changed about ITIL4 that might help operational teams make that leap?

Change 1: Financial Management and the Configuration Management Database (CMDB)

In ITIL4 as in previous versions, financial management is concerned with determining and managing three types of costs:

  • Overhead: costs associated with overarching management and organizational operations, such as HR
  • Indirect: infrastructure needed to deliver all services, such as networking and […]
By | July 31st, 2019|

The Problems with Your Problem Management

Many problem management initiatives begin because an organization is so busy fighting fires that it never seems able to address emergencies in a timely manner. Even organizations with problem management initiatives still find it difficult to stop operating in firefighting mode. The key is making a shift from reactive problem management to proactive problem management and leveraging the tools available in today’s service management suites.

Problem management initiatives often fail for any of the following reasons:

  • There’s too much firefighting
  • IT doesn’t have enough information
  • Little use or enforcement of best practice process
  • They are too resource-intensive
  • It’s too costly to the business
  • There’s not enough automation in use

Proactive problem management helps with this by being ahead of incidents before they occur, decreasing the impact on the business and firefighting effort IT […]

By | July 24th, 2019|

What Is a Configuration Item?

A configuration item (CI) is a basic building block for your configuration management database (CMDB). And your CMDB is a critical element of your IT management toolkit. So it makes sense to take a closer look at what CIs are and why they are so important to effective IT management.

What a Configuration Item Is – and Is Not

Many may think that a “configuration item” is simply what its name seems to imply – an item of information about the configuration of an element of your IT estate. And some CIs are in fact just that.

But for maximum value to your IT management efforts and your business, your CIs can and should also be much more.

The widely adopted ITIL best practice guidelines for IT management say a CI can be almost any […]

By | July 12th, 2019|

What Does “CMDB” Stand For?

Your CMDB is a critical element of your IT estate and your IT management efforts. A closer look at what your CMDB does and could be doing may help you increase its value to your business.

CMDB: An Acronym and A Commitment

The “CMDB” acronym, of course, stands for the words “configuration management database.” A closer examination of those words highlights why it is critical to your IT management success. That closer look also outlines the commitments you need to make to maximize the business value of the initiative.

A configuration management database is a purpose-specific database. It contains all relevant information about the hardware and software components that make up your IT estate, and about the relationships among those components. When it is properly populated and organized, it enables your business to examine […]

By | June 26th, 2019|