I suspect few readers of this blog can say they’ve never had a ticket backlog at the service desk. Ticket backlog is a frustrating situation, and I get asked a lot about some strategies on how to get a better handle on it. Here are some tips and advice to not only reducing the backlog, … Continue reading Ticket Backlog Nightmare! How do I get out of this?
It has been a question since the dawn of ITIL version 3: Where do we start? A natural reaction is to focus on the things that are causing acute pains: incident, problem, change, and so on. I liken this to putting your fingers in the holes of the leaky boat…sooner or later you’re going to … Continue reading Why I would start with Continual Service Improvement (CSI)
A student in a recent ITIL class asked me a very good question: "Why did ITIL v3 combine the processes of Asset Management and Configuration Management, is it because assets and configuration items are the same thing?" Well, yes and no, but mostly no. Although I was not an author in the newest version of the ITIL … Continue reading Aren’t Assets and Configuration Items the same thing according to ITIL?
IT is no stranger to pressure: complex technologies, new and often confusing regulatory and compliance concerns, and above all how to ensure value creation. One technique that I’ve found valuable is cleverly designed in COBIT5. The COBIT framework is designed around five core principles: 1) Meeting stakeholder needs, 2) Covering the enterprise end-to-end, 3) Applying … Continue reading Aligning IT goals using the COBIT5 Goals Cascade
What is Problem Management? According to the IT Infrastructure Library (ITIL), the goal of Problem Management is to minimize the adverse impact of Incidents or prevent these Incidents from occurring at all. Problem Management seeks to get to the root cause of Incidents and take actions to improve or correct the situation. Since problems are typically … Continue reading Is Problem Management a Source of Your IT Problems?
In today’s changing and complex environment, there is a growing concern and much discussion around the role of access management and the validity of the controls in place to support overall security and compliance initiatives. Often times, organizations fall short of their access control goals, but why? Simply deploying the latest in tools and technologies is only … Continue reading Access Management Control in IT is not just about the tools!
I recently finished my COBIT 5 Foundation certification exam (yes, I passed) and wanted to share with you my thoughts on it. But first, it makes sense to give you a little background on the latest COBIT release from ISACA. Background on COBIT. COBIT is internationally recognized as the “go to” solution for IT governance, … Continue reading COBIT 5 Foundation Exam – Get ready for the latest release from ISACA
Can you guess the most popular question I get in an ITIL class? "What process should we start with?" – No. "How do I become an ITIL expert?" – No. "What is the best approach to implementing Change Management?" – No. "How do I get executive level support for our Service Management initiative?" – Yes! … Continue reading Can you guess the most popular question I get in an ITIL class?
Why is COBIT 5 such a big deal? There has been a lot of talk about ISACA’s newest COBIT release, and for good reason. COBIT 5 is the latest edition of ISACA’s globally accepted framework that includes input from experts around the world. To date, it is the only business framework for the governance and management … Continue reading ISACA’s Newest COBIT 5 Release – A Big Deal for a Good Reason
Heads up – your 2013 budget is due soon. It will be here before you know it so assemble the team and start planning. If you’re on a calendar year financial cycle, it is likely you’re starting to hear rumblings about the upcoming budget planning cycle. Don’t fret, here are some hints to helping you … Continue reading Using the ITIL process for your next budget planning