By Rob Addy
This booklet deals sensible tips on supplying and dealing with IT prone in a good and effective demeanour by means of extending the IT Infrastructure Library process. It presents a candid examine the relative benefits of the presently accredited knowledge concerning the provision of IT companies. The booklet identifies strengths in addition to shortcomings within the permitted establishment, featuring an impartial view of present methodologies and products.
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Extra info for Effective IT service management : to ITIL and beyond!
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5 The Case Against ITIL 5 • Doesn’t promote a continuous improvement culture – ISO 9000 was initially slated by many quality professional for its “consistency rules” approach. In subsequent revisions this was rectified somewhat with the addition of clauses relating to preventive action etc. Regrettably ITIL hasn’t yet learnt from its quality focused relative and has very little to do with the systematic prevention of problems and incidents at this time. Even the areas of Error Control do not truly address what it is required to prevent something happening.
Post pictures of all (or examples of each job role for larger organisations) IT staff on the departmental intranet site and explain what each team member does and how that can help an end user. This will help to start 18 3 Aligning IT with the Business to personalise the function and move away from the perception of faceless voices at the end of a help line. 10. Lobby to have IT service related metrics included within the monthly and quarterly reporting packs that are sent to senior managers and the divisional and regional heads.
There is a real danger that front line organizations will only focus on incident management and will not dedicate sufficient time and resources to problem resolution. Equally, second line organizations may feel justified in passing their customers to the first line rather than dealing with them directly with obvious detriment to customer service. • Blind faith on the part of some managers that ITIL processes are the best way of working – The trade media has spent so much time extolling the virtues of ITIL that many IT executives have forgotten their usual scepticism.