The ITIL Manifesto is available here: The ITILManifesto 1.0 In my last post, I said we were going to have a vote on distilled principles, but we didn’t get many, so I’ve included all of […]
Service Transition advice, guides, thoughts
Category: ITIL
The ITIL Manifesto – what it is and why you should get involved
A few weeks ago, a discussion on twitter led to the suggestion of an ITIL Manifesto. An attempt to codify and simplify the core tenets of ITIL from the triple perspectives of experience, theory and […]
Knowledge Management: the Importance of Closed Loop Feedback
In business, data is always an asset. Information is an essential. Knowledge and wisdom are the key outputs of both. As a business grows, it should harvest good quality data and information that form shared […]
Becoming an ITIL Expert
The ITIL® Expert qualification, the penultimate award in the ITIL stack, is not easy, but it is achievable, and if you put in the study time, and pay attention, then it is fairly straightforward. Contrary […]
Change requests: get the basics right
Most change requests get raised, authorised and implemented.
When I’ve had occasion to post-mortem a failed change for a new client, I’d usually expect to hear one of the following phrases:
- I didn’t know what I was supposed to be doing
- It shouldn’t have broken that, it was supposed to be totally unrelated…
- How was I to know the backups were running at the same time?
- Wait….I thought John was doing that reboot?
- We only overran because we had to back it out…
…all of which are avoidable.
