Search found 14 matches

by DaveInSeoul
Tue Mar 29, 2011 9:26 pm
Forum: ITIL Discussion
Topic: ITIL relevance
Replies: 8
Views: 5883

"ITIL out of the Box..... can't fail" Tom, what have you been smoking? You certainly are very divorced from any kind of reality. In order to really understand how to use ITIL and ITIL processes in your organization, you need to start with Service Catalog Management and Service Level Management. I kn...
by DaveInSeoul
Tue Mar 29, 2011 9:11 pm
Forum: ITIL Discussion
Topic: Master's thesis about ITIL
Replies: 7
Views: 8830

Gregor, I agree with the previous posts about the very, very tenuous links between ITIL and profitability. What might be a very doable topic, however, for a Master's thesis is a qualitative study about why various companies decided to go with one type of framework vs another. As was mentioned in pre...
by DaveInSeoul
Tue Mar 15, 2011 10:29 am
Forum: ITIL Certification
Topic: ITIL logo
Replies: 30
Views: 67895

A logo does NOT qualify someone as the best candidate - I'm not even sure why you implied it. And certainly you don't think I'm bashing the person who goes out of there way to demonstrate their knowledge by getting a ITIL cert? I'm saying that, for me, logos on a CV are a big turn-off. I want the be...
by DaveInSeoul
Tue Mar 15, 2011 12:09 am
Forum: ITIL Certification
Topic: ITIL logo
Replies: 30
Views: 67895

I agree with John. I am much more interested in your work experience and "what have you done lately" than your ITIL logo. However, having said that, I AM interested if you have ITIL foundational knowledge, especially because we are trying very hard to implement ITIL in our organization. An ITIL foun...
by DaveInSeoul
Mon Mar 14, 2011 11:58 pm
Forum: ITIL Discussion
Topic: Introduction and ITIL Integration Approach
Replies: 6
Views: 5307

I agree with ChasingSleep - 90 percent of your problems all stem from your people: - Senior leadership - supporting or committed? Our senior leadership here 'supports' our ITIL efforts, but are no where near as 'committed' as we would have liked - and while we have made some significant progress, ou...
by DaveInSeoul
Sun Feb 27, 2011 5:23 am
Forum: ITIL Discussion
Topic: Handling Incidents in performance tuning
Replies: 10
Views: 7068

Diarmid, In theory I agree with you. But this assumes that you have good problem management processes in place AND the qualified staff to do proper root cause analysis. The easiest part is to develop the problem management processes. Finding field techs that are qualified enough to learn how to do g...
by DaveInSeoul
Sat Feb 26, 2011 7:35 pm
Forum: ITIL Discussion
Topic: Past Research about Service Level Management ITIL v3 in Bank
Replies: 6
Views: 4560

Here are some references on very, very recent research - Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study - Information Systems Management; Spring2009, Vol. 26 Issue 2, p164-175 IMPLEMENTING IT SERVICE ...
by DaveInSeoul
Sat Feb 26, 2011 7:12 pm
Forum: ITIL Certification
Topic: ITIL Experts (certified) - How many are out there?
Replies: 17
Views: 28300

BTW - I stand corrected on my earlier OGC - APMG post - thanks, Liz.
by DaveInSeoul
Sat Feb 26, 2011 7:08 pm
Forum: ITIL Certification
Topic: ITIL Experts (certified) - How many are out there?
Replies: 17
Views: 28300

I am well aware of the "badge collector" issue - we have that occuring in my own company. One of my colleagues and I have spent the last four years trying to actually implement ITIL at our worksite - and I could spend two or three days (and maybe even longer) telling you about the good, bad, and the...
by DaveInSeoul
Sat Feb 26, 2011 7:04 am
Forum: ITIL Service Delivery
Topic: creation of an IT service manual
Replies: 2
Views: 5977

Gap analysis might not work, but there are some pretty good ITIL assessments posted on the Internet that might help. Just Google "ITIL assessments".
by DaveInSeoul
Sat Feb 26, 2011 6:58 am
Forum: The ITIL Service Desk
Topic: Is the Service Desk a Service?
Replies: 9
Views: 8767

Part of me doesn't like John's sarcastic post, and part of me say's that John is right. Your company does need a whole lot more training in IT service management (not to mention the ITIL training needs). That being said - traditionally, most Service Desks that I have worked with are really help desk...
by DaveInSeoul
Sat Feb 26, 2011 6:42 am
Forum: ITIL Discussion
Topic: Handling Incidents in performance tuning
Replies: 10
Views: 7068

One of the things that is missing from this discussion is any discussion of escalation procedures - which are fundamental to proper Incident Management. To many IT service organizations I have been involved with will allow the technician to 'fiddle' with the computer far to long - no matter what the...
by DaveInSeoul
Fri Feb 25, 2011 1:11 am
Forum: ITIL Discussion
Topic: Sigh... "Love this"
Replies: 3
Views: 4573

I suggest that you 'sigh deeply' and take a step back. What are the overall objectives you are trying to measure and what are the critical sucess factors (CSFs)? OK now that I've thrown more jargon at you, what I simply mean is this? What is your boss trying to achieve (objectives) and what are the ...
by DaveInSeoul
Fri Feb 25, 2011 12:52 am
Forum: ITIL Certification
Topic: ITIL Experts (certified) - How many are out there?
Replies: 17
Views: 28300

Number of ITIL Experts

The numbers that Liz points out are for those who fall under APG certified accreditors - there are a couple of other EI certified by OGC - namely ISEB and CMSE (usa). So I'm guessing the numbers are slightly higher. But this is still a rarified certification - I would be VERY surprised if there were...