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16 Apr 2015 | Michael Scarborough | No Comments | 602 views | Categories: ITIL, Technology
How ITIL Helps Organizations Maintain Consistency

The primary method that ITIL uses to encourage consistency is through the definition and management of processes for various IT service management activities. The purpose of a process is to define a series of repeatable steps that can be performed consistently, at a predictable level of cost, in order to produce a consistent and predictable […]

9 Apr 2015 | Michael Scarborough | No Comments | 1,128 views | Categories: ITIL, Technology
Three Ways ITIL Helps Organizations Maintain Boundaries

ITIL provides numerous best practices and guidelines that help organizations effectively configure, establish, and manage boundaries. In this blog, we will discuss three ways that ITIL promotes the definition of boundaries. First, ITIL encourages organizations to think about their IT in the form of services. Services are a way of describing a boundary between the […]

24 Mar 2015 | Michael Scarborough | No Comments | 1,444 views | Categories: ITIL, Technology
The ABCs of ITIL: Consistency

IT service management, as defined by ITIL, is a complex topic that takes individuals years to master. Consisting of five core books with each book focusing on a specific stage of the lifecycle approach to service management, ITIL is very detailed and at times can be difficult to understand.

17 Mar 2015 | Michael Scarborough | No Comments | 1,000 views | Categories: ITIL, Technology
The ABCs of ITIL: Boundaries

ITIL provides numerous best practices that help organizations establish, manage and maintain accountability, boundaries and consistency (the ABCs) in an organization, resulting in increased quality and cost-effectiveness. This blog post will describe the concept of boundaries.

10 Mar 2015 | Michael Scarborough | No Comments | 1,362 views | Categories: ITIL, Service Management, Technology
The ABCs of ITIL: Accountability

Service management, as defined by ITIL® (formerly the Information Technology Infrastructure Library), is a complex topic that takes individuals years to master. While individuals may have difficulty mastering all aspects of the ITIL framework, organizations often have significant difficulty understanding how the ITIL best practices fit into their environment. ITIL consists of five core books, with each book focusing on a specific stage of the lifecycle approach to service management.

21 Jan 2014 | Michael Scarborough | No Comments | 3,182 views | Categories: Certification, ITIL, Service Lifecycle, Service Management
Governance That Makes Sense

Governance is the aspect of an organization that defines, communicates, and enforces its equivalent of “laws”: policies. Policies are the boundaries that an organization defines to guide how it behaves, operates, and conducts business.

14 Jan 2014 | Michael Scarborough | No Comments | 5,403 views | Categories: Certification, ITIL, Service Lifecycle, Service Management
Creating Efficiency with IT Tools Governance

IT organizations often purchase numerous tools and tool packages. It’s not uncommon to see an organization have multiple tools for monitoring, multiple tools for reporting, and multiple other tools to perform various common activities in an IT organization.

8 Jan 2014 | Michael Scarborough | One Comment | 10,864 views | Categories: ITIL, Service Lifecycle, Service Management
What’s the Most Challenging Aspect of Adopting ITIL Best Practices?

I’ve seen numerous organizations adopt all aspects of the ITIL best practices. In all cases that I’ve witnessed, organizations from various industries experience shortcomings in the same area.

19 Dec 2013 | Michael Scarborough | No Comments | 9,539 views | Categories: ITIL, Professional Development
CSFs and KPIs: How Many Does Your Organization Manage?

A critical success factor (CSF) is something that must happen if a process, activity, service, etc., is to succeed. A key performance indicator (KPI) is a way to measure achievement of a CSF.

12 Dec 2013 | Michael Scarborough | No Comments | 14,482 views | Categories: ITIL, Professional Development
Three Types of Metrics Defined by ITIL

An important aspect described in the ITIL Continual Service Improvement book involves the various types of metrics that ITIL recommends and how they are used. The three types of metrics ITIL identifies are technology, process, and service. In this post, I will describe these three types of metrics and provide some examples of each.