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Principes in ITIL. Als het voor de hand ligt, schrijf het op.
De nieuwe versie van ITIL spreekt in een van de hoofdstukken over principes. Deze principes waren al geïntroduceerd in een niet veel gelezen publicatie, ITIL Practioner genaamd. Maar wat maakt een principe nou bruikbaar voor jouw organisatie? Principes zijn niet iets nieuws. Niet binnen de IT en zeker niet in het bedrijfsleven. Ik persoonlijk moet aan…
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Tips om te komen tot outcome based IT-Services
Value en outcome zijn twee begrippen die steeds belangrijker worden in service management. ITIL® 4 legt nog meer de nadruk hierop. Dat zie je bijvoorbeeld in het nieuw geïntroduceerde Service Value System. Het resultaat aan het einde van de Service Value System, is ‘value’. Het benoemen van waarde (value) en eindresultaat (outcome) is moeilijk. Hier…
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Axelos Develops ITIL® Practitioner
ITIL Practitioner Level Axelos is developing a new certification standard for ITIL. ITIL Practitioner level is being developed to help organizations and individuals increase the value they obtain from using ITIL by offering additional practical guidance to adopt and adapt the framework to support the business. It will be the next step after ITIL Foundation…
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Behavior Watch: Shades of Pink
A friend recently sent me an article from the NY Times by Bruce Feiler (Train a Parent, Spare a Child). The title is quite fitting since it is the parents who create the environment and the contingencies of reinforcement that shape the child’s behavior. However, the article is really about how bribing children is a…
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Flying rockets with Air Traffic Control The Netherlands
Last week we ran an Apollo 13 business simulation combined with a design workshop for Air Traffic Control in The Netherlands. One of the biggest reasons was to focus on their IT Change management process.
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Axelos selling ITIL?
The IT Skeptic has seen paperwork today that appears to confirm big news for ITIL. Yes folks, we believe Axelos has sold ITIL® to a consortium of independent ITSM consultants. Our spy within the consortium said “We had nowhere else to go really. With the announcement of the ACP and the APC, it would have…
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How to choose the right ITIL Foundation training?
Nowadays there are loads of organisations offering ITIL training. They call it either ITIL Foundation, ITIL Bootcamp, ITIL Workshop, you name it. But how do you choose the right training?
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If you can’t solve the problem, you are probably playing by the rules – Why problem management fails
These months I have been working at a customer where there are a lot of network issues. According to ITIL we identified problems and started looking for the cause and in the end the solution of course.
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Why IT Service should not be standardised
Last week we ran a Customer Journey Mapping workshop specifically for IT Managers. We introduced them into the world of Service Design. Although alot of the participants were familiar with ITIL Service Design, they never heard of Service Design/Design Thinking.
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Why mobile support fails
For a long time I am trying to get my head around the fact why IT departments find it difficult to properly support mobile devices. Somehow we forget about all the lessons learned from the past. We do not have any policies in place when to deploy new releases. We have no clear perspective on…
