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Best series of Posts including the Mandarin in Amazon Search.
@UKVIKING
Thanks...I'm working in Horsham PA. Did my BS in UT Austin & MBA in Case Western.
And to the point of Laziness... I agree and disagree.
Agree becoz, I have done the research stated by you (someone who should do in pursuit of something new).
Disagree becoz, I put out a bland question "What is ITIL"? is ...for the simple reason that I did not want to show off when I know only 0.1% of you folks.
My Org had asked some training going on and based on a General plebiscite would choose the one with most votes. hence the quick research (30-45mins) and a question here .... after reading that this is one of the FEW communities with a ITIL FAQs listed.
[No links please]
And I still asked the definition/what it is.... I wanted an expert to explain.
I was afraid that If I said something which was tangential to what is correct, then the discussion would go elsewhere. But luckily or unluckily it still did ...LOL
@RPMASON
Exactly what I was looking for..Bang On!
@Diarmid
As stated in para 3 & 4 for UKVIKING & that is why I asked the experts directly.
Yes, I did see those links + They want us to be certified in 4 months in the foundation course. So I referred some training links too...which are approved by APMG....Given below.
For what it's worth, sheep-dipping your people through ITIL Foundation is a part of an edumacation strategy. It could do more harm than good actually, by setting unreal expectations as to what you're going to do with the theory.
Answer these questions:
Why are we doing this?
What changes for us?
Which of our in-house roles are impacted?
Which of our customers roles are impacted?
What do our new procedures look like?
What will you as an individual need to do differently?
Where can you find the detail of your new procedures?
How do the new tools work?
What help, support and coaching is available?
How do you feed back?
How will we measure and reward this new way of working?
Most of all: what's in this for you?
Are you ready to start operating with these new tools and processes?
and you'll go a long way towards the theory turning into practice.
another thing. if you want to read more ITIL stuff, I suggest you go to
itskeptic dot org
There you'll get some really insightful blogs, comments etc.
Search on that site on "ITIL Business Case" and you'll be able to read about some gotchas from some of the best in terms of applying (and questioning the wisdom of) the theory.
I acknowledge that not all BA work will involve any IT deliverable, however I disagree that BA work has not a lot to do with ITIL.
One of my biggest gripes is BA's who spec the functional requirements for a solution, but completely ignore the non fucntional requirements, many of which have a direct bearing on the service management implications of an IT deliverable.
I have inherited IT solutions which have no process for dealing with incidents (or at least no process which meets the business need), are completely poorly scaled, or do not have ownership or funding stream to finance such things as server upgrades. All of these things are service management related and should be covered in a non functional requirements spec.
Go into google and search for a non fucntional requirements template. this will give a basis for some of the service management type requirements required of a robust IT system. Then try and elaborate on this by using Wikipedia and / or any other reputable source of info to further embelish this into a good set of reusable requirements.
I disagree with UKVIKING - one of the plus points of V3 (yes, it does have some good things!) is the Business Relationship Management emphasis, and the coinsideration of non-functional requrements. _________________ Liz Gallacher,
ITIL EXPERT
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
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