Author Archive

How to move up ITIL’s Data-Information-Knowledge-Wisdom DIKW structure

In my earlier ITIL articles I’ve talked a little about Configuration Management, CMDBs, discovery tools and the Service Knowledge Management System (SKMS). Knowledge Management may not be one of the processes that immediately spring to mind when you think about ITIL, but it’s actually pretty important when it comes to improving the quality of your Service Delivery […]

ITIL Service Level Management – How can you report credibly against SLAs and KPIs?

Service Level Agreements are central to the relationship between IT Service Delivery functions and the Business Consumers of their services;  they define the agreed expectation of the level of service which the Customer (internal or external) can expect to receive. As such an SLA should be written in language understood by a reader who may […]

How can you build up an ITIL Service Knowledge Management System (SKMS)?

In my earlier ITIL articles I’ve talked a little about Configuration Management, CMDBs and discovery tools that make building and maintaining accurate and current CI data more manageable. Today I thought I’d expand on this theme by touching on our experiences of another element of the Service Knowledge Management System (SKMS). As well as the […]

Business value of ITSM – Part 2

In my earlier post about linking Projects to Business Value I talked about my 5 simple rules to ensure that the technical deliverables from projects achieve the ROI anticipated in the Business Case. I wanted to expand on the theme a little, and talk about how we’ve applied the principles to a number of IT Service Management […]

Configuration Management without a Discovery tool – Seriously?

I’m amazed at the number of Configuration Management “solutions” that have weak, optional, or sometimes even no automated discovery capability. Anyone who has tried to build out a full Configuration Management Database (CMDB) or undertake any kind of Service Asset & Configuration Management project will know that it is an almost impossible task unless you […]