IT Service Management Friends

Availability Management

2011-10-01T21:38:00.000-07:00

Has your organization implemented availability management based on IT service management principles?

2007-05-11T12:12:00.001-07:00

Note: Inappropriate, offensive, derogatory, and otherwise objectionable comments and posts will be deleted by the editors.

Sacramento meeting for itSMF at GTC, May 15, 2007

2007-05-06T21:51:00.000-07:00

The local chapter of the global organization for Information Technology Service Management is meeting again in Sacramento on May 15, 2007 5:30 PM at the Sacramento Convention Center. More information at the Local Interest Group website.

While I've been busy with other things, I mostly saved ITSM and ITIL resources as tagged bookmarks at yahoo's delicious social bookmarking.

Recently I neglected cleaning out comments. I found many off-topic comments, some of which were offensive. One previous post was too difficult to remove comments one by one, and pertained to a conference several years ago. The post and the 7000+ comments went to the trash as they deserved. I'm baaaccckk and cleaning house!

Creating Passionate User Groups

2006-12-03T17:58:00.000-08:00

Building the Service Management Community

Kathy Sierra wrote on "How to Build a User Community, Part 1" over at her blog Creating Passionate Users. What is your observation of participation levels in the IT Service Management Forum?

Czech Weblog on ITIL

2006-02-17T11:13:00.000-08:00

In the Czech Republic, Arnost Katolicky posted a new weblog ITIL and ITSM resource. He's from AKAMonitor and writes in both English and Czech. After I experiment to see if Google translates mixed languages correctly, I'll offer you a link to translationa (if possible).

Update: December 2006: He updated in November, so if you want to understand more of the Czech, try translation online.

Comments on this subject will only remain if the blog administrator determines the comment adds value to the discussion of IT Service Management and this entry.

ITIL in the Spotlight

2005-09-08T11:59:00.000-07:00

ITIL Everywhere: CIO Cover and blogs

This month's CIO Magazine September 2005 has a cover and article about ITIL.

Evergreen Systems hosts an ITIL blog, moderated by Evergreen senior consultant Scott Townell. In Scott’s own words:

…it’s the Netscape where battle-hardened ITers blog about the joys and sorrows of doing ITIL-based governance and process improvements in the real corporate world. While other blogs talk about concepts and visions, we focus on practical, day-to-day aspects of putting ITIL into action.

Visit Scott’s ITIL blog.

American ITIL

2005-08-17T14:15:00.000-07:00

ITIL IN America
You probably realize that ITIL stands for "Information Technology Infrastructure Library" from the Office of Government Commerce (OGC) in the UK. ITIL took a long-ish time to spread to the US, and even longer to cross the Mississippi River and reach the west coast. California-based Gov Tech Magazine had an article, "American ITIL".

Louisville Case Study makes a case for an ITIL training approach

2005-07-23T13:35:00.000-07:00

Louisville has a good case study:
Louisville organization LG&E Energy LLC case study appears in their local Bizjournal, and includes good introductory material, like what the purpose of ITIL is. The article includes:

The cost [of ITIL training] varies depending on the needs of the client, but it ranges from $1,495 for the three-day foundation course to $7,500 for the 11-day manager's course.

Although the price tag might seem high, Van Hove believes the benefits far outweigh the costs. In fact, she said companies typically save at least 25 percent in IT after implementing ITIL. [emphasis mine]
Van Hove, a former University of Louisville professor, learned about ITIL while she was doing private technical consulting for Fortune 100 companies. Realizing it was the direction in which IT was moving, she formed SED-IT to move into the field.

Configuration Management: a closer look

2005-06-27T06:44:00.000-07:00

I'm starting a series of "closer look" entries for specific process resources. Starting at service management's heart—a least one of them, let's look at Configuration Management:

Developing a Robust Configuration Management Process
Jeff Rohloff describes his experiences with researching, proposing and initiating efforts to develop a configuration management process for the Las Vegas Metropolitan Police Department (LVMPD). He includes a several definitions of configuration management, including the ITIL one, that any team should consider when they begin developing configuration management so they're sure they share a common aim.
Wikipedia on Configuration Management
"Asset vs. Configuration Management - What's the Diff?": blog entry, and comments on this subject. new

Do you have configuration management comments?

Treasure Trove of ITSM Presentations: UK ITSMF 2004

2005-04-21T19:20:00.000-07:00

Presentations posted from the 2004 Brighton Conference. Please read and report back.

ITIL survey results on Webcast, April 27, 2005

2005-04-20T11:50:00.000-07:00

People and organization like to know where they stand. Increasing numbers of IT Service Management (ITSM) assessment tools and rating systems attests to their continuing popularity. An event with "How do you rate?" in the title will draw in some crowds.

Audiocast: CNET Networks ITIL Best Practices Study Results -- How Do You Rate?

Source: Computer Associates International

Attend the CNET Networks ITIL Best Practices Study Results webcast, sponsored by Computer Associates Intl. (CA), and learn more about the IT Infrastructure Library (ITIL), its adoption, and where you rate against your competitors.

Using ITIL, many companies, including some of the largest in the world, are finding it easy to successfully achieve their goals. Why? ITIL helps reduce business risks, improves the ability to deliver expected levels of service and support, and tightens the alignment of IT to the business.

During this audiocast, you’ll hear from Bob Artner, VP of TechRepublic, and Brian Johnson, Practice Lead, CA Technology Services, as they discuss a CNET Networks study conducted with over 200 IT business professionals in North America and what implications it has for your business, as well as key issues surrounding the integration and utilization of ITIL processes. The audiocast will specifically explore findings on:

* Current practices in ITIL service management implementation
* Level of maturity in integration of ITIL processes
* Impediments to successful adoption of ITIL processes
* Adoption of ITIL processes in large organizations
* Steps to making ITIL real for your business

This event will occur on Wednesday, April 27, 2005 at 1:00 PM ET / 10:00 AM PT.

Process methods for service delivery

2005-03-17T21:16:00.000-08:00

"Virtually every IT organization should be adopting process methods for service delivery" --Gartner

Sure the quote is from an analyst firm, but who would disagree? IT organizations strive toward maturity via process-based frameworks, such as those prescribed for service management. IT Service Management (ITSM) may be the holy grail for once and for all aligning technology with business, as Gartner's Colleen Young explains:

"Through its emphasis on process effectiveness, fundamental business management capabilities, service positioning and financial accountability, it enables internal IT to address credibility gaps, improve performance, reduce costs and compete with external sourcing alternatives."

Data Centers Get a Makeover - Computerworld

2004-11-02T08:59:00.000-08:00

Data Centers Get a Makeover - Computerworld

Reading, Sunday afternoon: Process Maturity Assessment

2004-10-31T13:39:00.000-08:00

IT Service Management friends, I opened the advanced Process Maturity Assessment spreadsheet, and started planning a method to get a baseline for the early Service Support rollout areas. I really want to examine the macros that do the maturity calculations.

On November 9, Sacramento's ITSMF Local Interest Group meets at HP in Roseville, CA, at 6 p.m. Meetings are held on the second Tuesday. In November, several people who attended the recent National ITSMF conference are going to share what they heard and learned, or (probably) presented there too. If you didn't get to Long Beach, here's an opportunity.

I need to get back to some work-related calendars, because next month is filling up with Foundation Classes for which I'm part of a "team teaching" effort. Unless I get a calendar displayed on a single page, I cannot make decent decisions about preparation schedules. Last week I finished a class on Friday afternoon, and didn't have everything ready for another beginning before 8 a.m. on Monday morning (tomorrow). Better planning in the future!

Just for fun, in the communications arena, consider
Many to Many.

ITSMF Conference Success, say Jupitermedia CEO

2004-10-31T13:23:00.000-08:00

Successful ITSM conference

Alan Mechler wrote that the ITSMF conference was amazing.

ITSMF USA redesigns website

2004-10-11T18:45:00.000-07:00

The ITSMF national organization for IT Service Management redesigned their website with more member services, including employment opportunities for IT Service Managers.

On the subject of professional associations, CareerXroads Annex wrote:

Boxwood Technology, Inc. and American Society of Association Executives (ASAE) officially launched www.AssociationJobBoards.com, as an online portal to direct employers (especially) and job seekers (who want to network) to niche job boards operated by professional societies and trade associations.

We think this is an important aggregation of sites affiliated with professional organizations. Why? Because for the first time it offers a indication about 'real' Associations that have job boards (as opposed to all those 'associations' that are nothing more than a shell for selling online job ads to companies.

Despite the fact that Boxwood is also an engine behind the job boards, the partnership is an (Association) Industry initiative designed to support all of its thousands of association members regardless of who is 'behind the scenes' (as long as they operate an online job board that meets minimum IT and usage requirements).

thinking with my fingers: Blogademia

2004-08-24T07:45:00.000-07:00

Thinking with my fingers: Blogademia

An academic person studying blogs, starts a blog and (earlier this month) saw what so many of us see when we check our website in different browers on diverse platforms:

So when I look at my blog, using Mozilla, on my Linux box, it looks great. Using mozilla on a PC, the font looks a little crappy, but looking at it through IE, on the PC, it's just a bit of a mess.

I got there from Torill Elvira Mortensen's site. She's an associate professor at Volda College in Norway, where she writes (in English) about media studies, reader-response theory, Multiple User Dungeons (MUDs), role-play games, academic weirdness and online communication - "put together at random". Eclectic combination.

It's Tuesday morning and time to pick up the various threads of IT Service Management work together and weave them into the fabric of the day here.

ITSMF Membership benefits

2004-08-20T11:07:00.000-07:00

Biased to the UK, but other countries offer similar:

Annual conference(s) – (discounts)

Seminars – (discounts)

Local Interest Groups – (free/discounted)

Book/CD sales – (discounts)

Magazine – ServiceTalk

Web site

LIG Meetings August and September 2004

2004-07-28T09:21:00.000-07:00

August 10, the second Tuesday, the Northern California Local Interest Group holds an August organizational meeting. The location repeats in a Mexican restaurant near Howe and Hurley in Sacramento. This organizational meeting starts at 6 p.m. For now, meeting details on the soon-to-be-moved LIG website at http://norcalitsm.com/meetings/

September 2004 meeting goes on the road to the East Bay (no, that's not pig latin, it's the area near Berkeley) Read more in the July minutes

Attending? You can leave messages about rides needed or offered in the comments.

Anyone want to tour the Scharffenberger Chocolate Factory on the way?

Service Talk Magazine

2004-07-21T14:36:00.000-07:00

From the UK, the IT Service Management Forum publishes Service Talk Magazine, which offers news, articles and "gossip" (according to their cover). I like their very practical Q & A about ITIL and IT Service Management. The recent April issue covered important BS15000 standards. I found the entire magazine on the Romanian chapter's website.

x
Oh, life is a glorious cycle of song
A medley of extemporanea
And love is a thing that can never go wrong
And I am Marie of Romania.
—Dorothy Parker

ITIL Foundation Class at Remedy User Group (RUG)

2004-07-03T20:12:00.000-07:00

Later in July, Monday, July 26, 2004, preconference ITIL Foundation session at the Remedy Users Group.

Business Card: Are you networking?

2004-07-01T08:04:00.000-07:00

Networking at any professional event gives us a chance to avoid reinventing the wheel.

Business-card links:

Designers' business cards [link via injection]

International Business Card Collectors

links like that (on right)

Business card history

I'm certified as an IT Service Manager

2004-06-30T13:16:00.000-07:00

I passed. I heard my results from April 2004 Service Manager (AKA Service Master) exams. That's enough to go celebrate. The pass rate is low (about 60%); the exam, grueling--two, three-hour, hand-written essay sessions. I don't usually sit still for three hours.

Update: In the mail, an official letter arrived on Saturday, July 3!

Word-of-the-day reminder: Gruelling or grueling: Physically or mentally demanding to the point of exhaustion: a grueling campaign.

itSMF Belgium website offers excellent resources

2004-06-30T11:51:00.000-07:00

When I was looking for exam information, I encountered the excellent Belgian IT Service Management Forum (itSMF) resource. Recently they had a conference from which they share Service Management presentations and photos. Also, on itSMF Belgium site are

FAQs
Their Newsletter
Service Talk Magazine issues (a few PDFs, including June 2004)

This site uses frames so links to some material loses the navigation (in a different frame). Go there and explore the categories yourself. Good reading for the afternoon inspiration. Discuss among yourselves. You can use the comments space provided here.

Don't we wish...

2004-06-19T21:30:00.000-07:00

I'm still waiting for results from April's Service Manager Exam.

ITIL Thoughts (in CIO magazine)

2004-06-19T13:54:00.000-07:00

Why the push for better governance is rekindling interest in a 15-year-old methodology for improving IT delivery and support.

In June 2004 Australian CIO magazine article:

Gartner's Bittinger predicts a worldwide adoption of ITIL "not because it is perfect but because it is the best we have".

ITIL Data Management Volume

2004-06-13T12:29:00.000-07:00

erp4it: Managing information systems: ITIL Data Management volume

.:. Asset Management .:.

2004-06-13T12:07:00.000-07:00

In Sacramento, on June 24, Teale Data Center offers an Asset Management "Executive Briefing" with a speaker from Gartner, Inc. The morning's subjects include how asset managers develop, standardize and consolidate their business intelligence to improve information access, consistency and overall data quality.
UPDATE: Asset Management Presentation online now

Governor Schwartzenegger mentioned Asset Management in his Budget Update, and in May:

Reflecting his commitment to get California’s fiscal house in order, Governor Arnold Schwarzenegger issued an Executive Order directing his administration to implement a statewide asset management strategy.

(If that link with a Session ID has problems, try the California Governor's Site, under recent Executive Orders)

Atom Format XML feed

2004-06-12T11:21:00.000-07:00

Atom Format XML feed of this site, IT Service Management Forum, for your newsreader. It's about syndication:

"Syndication" (via RSS and Atom) is about to hit the big time. It's getting a lot of coverage in on/offline technical publications and will soon be covered in more mainstream glossy magazines and newspapers. Millions of people are now using RSS and Atom to syndicate their Web sites. Large media organizations like the BBC are syndicating their content via RSS. Amazon is syndicating lists of their bestselling items via RSS. Syndication is booming.

[kottke in April 2004]

July Meeting

2004-06-11T21:21:00.000-07:00

In Sacramento, the next meeting is Tuesday, July 13, 2004, from 6:00 to 8:00 PM, at Chevy's Mexican Restaurant
1234 Howe Ave
More information at the Local Interest Group Website
Update: The Agenda is posted. If you've never attend this Local Interest Group, please come, introduce yourself, and meet the people involved in ITIL and ITSM.

Sacramento IT Service Management Forum Meets May 11, 2004

2004-05-10T17:23:00.000-07:00

Tomorrow evening Ken Wendle, the itSMF National President, presents at the Sacramento meeting. This week for the Government Technology Conference (GTC), throngs seek updates on new technologies.