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  • Capability ontraadseld

    Het tweede woord in de mijn korte business buzzwords versimpeld is het woord ‘capability’. In ITIL®komen we het woord tegen in bijvoorbeeld : de definitie van service management. Deze luidt: ‘a set of specialized organizational capabilities for enabling value for customers in the form of services’. De definitie van capability is ‘the ability of an…

  • 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…

  • De ‘outcome’​ is wat je er in stopt.

    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. De output hiervan is ‘value’. Het benoemen van waarde (value) en eindresultaat (outcome) is moeilijk. Hier een voorbeeld: McDonald’s deed ooit onderzoek naar de…

  • 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.

  • 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…

  • 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?

  • 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.

  • 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…

  • Privacy, Design, ITIL

    Privacy by Design

    Last month I finally bought a new smart phone. Now I am not here going to talk about the great features. There are enough blogs out there explaining you the difference between Iphones and Androids. What I wanted to talk about is the installation of all the apps. And specifically that screen you see during…

  • Just a thought…

    Last week I was flying abroad for my work. I still find flying a special event. It starts for me with the sound of your carry on luggage on the walkway ending with the a gentle voice telling you “Mind your stap”. After being checked in by a friendly ground stewardess (somehow I forgot the…