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21 Jan 2014 | Michael Scarborough | No Comments | 2,107 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 | 3,688 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 | 5,929 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 | 4,580 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 | 8,876 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 | 3,289 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 | 4,037 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.

24 Oct 2013 | Michael Scarborough | One Comment | 9,512 views | Categories: ITIL, Professional Development, Technology
A Deeper Look at the Deming Cycle

Most of us know that the Deming Cycle is named for Dr. W. Edwards Deming and that the steps are Plan-Do-Check-Act. The Deming Cycle is a fundamental aspect of ITIL, but there is a deeper meaning to the Deming Cycle that is not often discussed.

10 Oct 2013 | Michael Scarborough | No Comments | 1,183 views | Categories: ITIL, Professional Development, Service Management
Three Additional Aspects of a CSI Register

My last post described a CSI Register as defined by the ITIL Continual Service Improvement book. In this post, I will dig deeper into some additional aspects of a CSI Register. I will discuss three important factors to creating a successful and useful CSI Register: accountability, the link to service level management, and prioritization.

14 Jun 2013 | Michael Scarborough | One Comment | 4,009 views | Categories: ITIL, Professional Development
What’s in a CSI Register?

ITIL describes a CSI Register in section 3.4 of the Continual Service Improvement book. This discussion will focus on the simple example of a CSI Register that’s provided in Appendix B of the CSI book.