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Major Survival Incident Kit – What’s In Yours?

Thanks @TOPdesk_UK for the sparkly survival kit. Loving your work! pic.twitter.com/mevMrJMPzO — vawns (@vawns) June 21, 2016 Following a sparkly pressie from the guys at TOPdesk, we got to thinking here at Enterprise Opinions towers about what should go in our emergency kit for dealing with Major Incidents. Coffee! To be fair, my Starbucks habit is slightly worrying but staying caffeinated helps... 

The DIKW model for Knowledge Management

Following on from last week’s article about the advantages of Knowledge Management and how to get started, let’s look at the process in more detail. When I’m running ITIL foundation courses I generally hit Knowledge Management as part of the Service Transition stage of the lifecycle towards the end of day 2. Put yourselves in the shoes of the poor delegate for a second and think after 2 solid... 

ITIL Practitioner: Preview of forthcoming attractions, geekery & pink elephants!

As most of our regular readers will know I’ll jump on any opportunity to get my ITIL geek on so when I heard about the new ITIL Practitioner qualification, I was all ears. For those of you new to the ITIL qualification scheme, or if you’re simply old school like me (I was a V2 Manager / red badge) here are the basics. ITIL Qualification Scheme Explained There are five levels: Foundation Practitioner Intermediate Expert Master The... 

IT4IT – The Basics

There’s been a lot of buzz recently about IT4IT; posts on the Back2ITSM forum on Facebook, questions on our discussion boards and it was one of the main topics of conversation at the speakers dinner ahead of last month’s Service Manager Day event in Holland. Let’s get our collective ITSM geek on and take a look at all things IT4IT! Basic Principles According to the Open Group, the IT4IT Reference... 

Knowledge Management 101

One of the ITIL processes that tends to be glossed over is Knowledge Management which is a shame because it’s the process that can empower your people the most. Used effectively, Knowledge Management can empower your people, reduce Incident resolution times and increase customer satisfaction. So what is Knowledge Management? Knowledge Management is the process responsible for sharing perspectives,... 

Configuration Management How To (Part 3)

Following on from our previous articles on Configuration Management, this week we’ll be taking a look at Status Accounting and Verification. Status Accounting Status Accounting is the part of the process responsible for recording and reporting the lifecycle of each configuration item; essentially making sure that each CI has a valid lifecycle status, accurately recorded in the CMS. The thing to... 

Configuration Management How To (Part 1)

Overview Of Service Asset & Configuration Management Service Asset & Configuration Management (SACM) is the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the... 

Release Management How To (Part 3)

Following on from our previous posts; here is our final article in the series of how to do Release Management in real life. Distribution & Installation Unfortunately actually deploying a Release is not as easy as this: Releases should be deployed to the live environment in accordance with the existing Release Management policy. For software releases it’s a good idea to use automation where possible... 

Release Management – How To (Part 2)   

Following on from Part 1 of our article on how to do Release Management – here are some tips on Release acceptance, rollout planning and communication & training. Acceptance Any development code that results in a change to the live environment should be under the control of Change Management and be managed by the Release Management process. If you are finding that a high number of Release... 

Release Management – How To (Part 1)

One of the questions I used to get asked all the time as a consultant was how to get started with Release Management. Most organisations start with Change Management and then as they mature; look to add additional governance and control with Release Management. Here are some areas to focus on when looking at ways to formalise  your Release Management process: Policy Release Planning Design &...