ITIL Tattle

ITIL Tattle

Blog posts on ITIL and ITSM news and best practice from the ISG ITIL Team

Author: mbeilby

The more you work across different ITIL disciplines, the more you realise how much they can feed value into each other and become more than the sum of their parts. One aspect of this is how you fit your processes together. Most organisations, when they first formalise their service management practices, start with incident management. […]

One of my firmest beliefs is that when we try new things, particularly when introducing new procedures, we should keep things as simple as possible. The ITIL 4 guiding principles back me up on this; “Keep it simple and practical”. But why? To help answer that question, let’s contrast simplicity and complexity. In general, simplicity […]

What is a Forward Schedule of Change? In short, it’s a document that lists Changes and their planned implementation dates. Interestingly, the term “Forward Schedule of Change” hasn’t been used officially in ITIL since v2. For ITIL v3 it was updated (in name only) to “Change Schedule”, and that terminology has remained in ITIL 4. […]

There’s a key distinction that’s often missed, between a failed Change and a failed Release (hereafter, referred to as an Adverse Release). It’s the difference between making a mistake about whether a Change will deliver value, and making a mistake in the execution of that Change. Although the value proposition is important – fundamental, you […]

What is a Service? The ITIL definition, if you’re not familiar with it, is about co-creating value by “facilitating outcomes customers want to achieve, but without the ownership of specific costs and risks”. The first time I read this, it threw me a little. I thought to myself: “The way this is written, it makes […]

Contrary to the stereotype that Change Managers typically want paperwork in triplicate, this particular Change Manager has always been dead set against duplication of effort, and so triplication will be right out. Today I want to write a little about duplication, value, and how to keep the right balance. When I think about duplication, I’m […]

To an outside observer, the Change Manger appears to undergo a shocking change during the start of semester period, like something out of gothic fiction. We go from a normal, everyday perspective on making changes, to locking down the work that we do in order to reduce the immediate risk to the services we run, […]

Prepnicalities is a horrific portmanteau that I’ve created just for the purposes of this blog post. It’s such an awful combination, that I’m hoping it’s memorable. Or at least, that it sticks in your craw long enough for me to illustrate the concept I’m outlining in this post. The thing is, considering Changes isn’t usually […]

Both Robert and I have recently talked about Risk, which is one of the key factors we use to categorise Changes into Minor, Significant or Major types. The other factor that plays into this categorisation is Impact. How we categorise Changes is important, because it affects how they can be authorised for Release, as well […]

Change Management is an interesting proposition, when it comes to risk. At first pass Change Management sounds like the kind of discipline where it would be important to minimise risk. In practice, Change Management is better described as balancing risk. Changes are inherently risky. Any time we upset a known quantity, we’re introducing risk. It’s […]

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