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24 Mar 2015 | Michael Scarborough | No Comments | 744 views | Categories: Featured, 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 | 849 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 | 1,205 views | Categories: Headline, 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 | 3,136 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 | 5,361 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 | 10,558 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 | 9,277 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 | 14,171 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.

5 Dec 2013 | Michael Scarborough | No Comments | 4,202 views | Categories: Certification, ITIL
Five Phases of a Gap Analysis

A gap analysis is a tool that ITIL recommends organizations use to compare their current state to some future desired state. Gap analyses are covered in the Continual Service Improvement (CSI) book. The idea of a gap analysis is to help an organization understand the path and commitments in terms of resources and time that it must make to achieve a particular goal.

7 Nov 2013 | Michael Scarborough | No Comments | 6,367 views | Categories: ITIL, Technology
Stepping through the CSI Approach

I really like the Continual Service Improvement (CSI) approach. Really, I do. It makes so much sense.