Category Archives: Best Practice Frameworks

Resilience Engineering and the Five Missing Teeth of Availability Management

“Do as I say, not as I do” is an instruction that most children are familiar with. Their questions receive the shriek “Because I’m your mother!” or father. Such vacuous guidance is frustrating because the child doesn’t learn why something should be done, or how it should be done, correctly. So children instead seek the […]

8 Things that Stand Out in the New ITIL Practitioner Guidance Book

It’s not often that I admit to being excited by a new ITIL publication – the popular IT service management (ITSM) best practice framework, formerly known as the IT Infrastructure Library. Having passed the ITIL v2 incarnations of the ITIL Foundation and Manager’s courses over 10 years ago, I have since read up on the […]

Dear Axelos, ITIL Needs Cybernetics

In ITIL 2011 – an IT service management (ITSM) best practice framework – there’s five books covering nearly thirty ITSM processes. And as to be expected with any large publication covering a complex sociotechnical system there’s a large, hidden undercurrent of human behavior flowing through it. In my opinion, the human aspects within ITIL feel […]

6 Reasons Why You’re Going Wrong With ITIL

Congratulations, you’re a newly-certified ITIL* professional – eager to start adopting the ITIL framework in your organization. You’ve read the books, you’ve sat the course, and you’ve even passed the exam. But what if putting what you’ve learned into practice isn’t as straightforward as you originally thought? As per the old adage “There’s many a […]

13 ITSM Tips They Don’t Always Tell You at ITIL School

Last year, my good friend Earl Begley wrote an interesting blog called “Things I didn’t learn in ITIL school.” Earl’s blog detailed some important things that people need to consider as they build and execute their IT service management (ITSM) plan. These things are mentioned in ITIL but often need more practical advice for successful […]