I have no problem with a set of guidelines, especially if presented and
sustained as "suggested" best practices. My problem would be with the
scenario someone mentioned earlier about a couple of large entities
signing up and then mandating that others be compliant in order to do
business with them. Or god forbid someone show a presentation to
Sarbanes and Oxley.
I may be mistaken, but I believe I also read earlier where people were
paying thousands of dollars to be certified by "Pink Elephant" or
something like that. It sounds to me like they are inventing their own
cottage industry.
The last Remedy course I took (ARS 7.0 admin part 2) was taught by an
ITIL instructor (very nice guy named "Wilkie"). He played the
presentation for me and it all sounds great. My only concern would be
that which I stated above in that companies wind up being
leveraged/forced into becoming compliant in order to do business.
>Andy L. Mayfield
>System Operation Specialist
>Alabama Power Company
Office: 8-226-1805
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Wednesday, March 21, 2007 2:59 PM
To: [email protected]
Subject: ITIL, CMDB usefulness ...was Re: Full Time Remedy Developer -
ATLANTA GA (U)
IMHO:
Patrick:
ITIL has been around for a long time and it's
connection to ISO is rather recent. I personally would
not judge ITIL based on any misgivings I may have
about UN, ISO or any other international agencies.
Andy, Norm:
ITIL provides *general* guidelines for ITSM. It
doesn't give you a complete blueprint to follow from a
to z. It doesn't say that anything not in ITIL is not
worth doing. If you understand that and use its
concepts sensibly to have them work in your
environment, it does provide the benefits it promises.
It has been around too long to be a fad.
When ITIL hurts more than helping, in my opinionm, is
when an organization takes it as the word from god and
goes nuts following it to the letter trying to mold
themselves to every detail contained in it. You are
not for ITIL; ITIL is for you to be used the best way
it makes sense in your environment.
Learning ITIL concepts is live having visited many
other IT organizations. Their commonalities are most
likely useful information for you, but you hardly want
to blindly mimic everything.
If members of an IT organization are more worried/more
occupied with ITIL (getting it right, following it)
than providing the core services--the IT Services--
then ITIL (or your implementation of ITIL) is clearly
counterproductive because you have let loose an unduly
disruptive and distracting beast.
[
As an aside: I remember a popular System/Network
/Application management platform (I guess I could have
said ITSM platform) IBM bought in Mid 1990s, which
when fully implemented at that time was reported to
consume so much network bandwidth and processing power
at some sites, that it was abandoned or severely
scaled back.
Like, say, adding to a car a powerful but heavy engine
that barely manages to provide the extra power needed
to carrry the wight of the added engine. Hope I didn't
mess up this long winded sentence.
]
There are other ways an organization can abuse,
underuse or misuse ITIL: using or pretending to use
ITIL concepts merely for its cool factor...or its
fashion appeal (the label is what you are
after...intentionally, or by failing to truly cause
the changes required to benefit from it); focusing
more on tools rather than processes; failing to cause
the culture change required on the part of IT folks,
groups; having a good process on paper that is not
followed in reality or not follow-able for various
reasons; failing to account for the interdependence
between various ITSM processes; attempting to change
everything at the same time, not having the CMDB
necessary to support ITSM processes (never built it
right, or could not maintain it) etc...
Otherwise, if you look at it as providing general
guidelines that represents collective wisdom collected
over decades--information that was deemed *generally*
appliacble to most typical environments--and use it
sensibly taking into account your own organization's
peculiarities it can provide the benefits it promises.
You can't implement ITIL in a vacuum devoid of the
uniqueness of your environment.
About CMDB: I am yet to see a successful
implementation of CMDB, on-going *maintainence* over a
long period such that it is fully leveraged (pardon
the cliche, perhaps fitting in this context) in other
ITSM processes...in a *complex organization*. But I am
a mere mortal that has seen only so much of the world.
If anybody has seen a successful CMDB implemantation
in a complex environment, that fully conforms to ITIL
standards, and one that has been sustained over a long
period and is truly used by the other ITIL processces
(at least a number of them) the way ITIL says it
should be used, feel free to chide me publicly.
I feel like going into hiding for a while.
--- patrick zandi <[EMAIL PROTECTED]> wrote:
> Thanks for all the info:
> I have come to the following conclusions.
> #1 This is stupid.
> a. here is one reason why
>
>
> ISO/IEC 20000-2:2005 is the *Code of Practice* and
> describes the best
> practices for Service Management processes within
> the scope of ISO/IEC
> 20000-1. ""The code of Practice will be of
> particular use to organisations
> preparing to be audited against ISO/IEC 20000 or
> planning service
> improvements. ""
> --
> b.
> Since when did I become accountable or auditable by
> a UN Standard.
> I thought I was in the US.. Sorry.. not interested.
> Who is going to audit me ? the UN ? some Private
> Company ?
>
> This is part of the Ecommerce Agenda by the
> Socialist Undercurrent of the
> U.N within the US.
>
> The Above is my personal opinions only and I am
> sure they are not of the
> Air Force.
>
> I conviced that someone has been sold a bill of
> goods. Deception is
> everywhere.
>
>
> On 3/20/07, Joran, Peter P, CTR, OSD-CIO
> <[EMAIL PROTECTED]> wrote:
> >
> > UNCLASSIFIED
> >
> > ITIL is not certifiable as application nor can an
> organization be ITIL
> > certified. Individuals can be certified.
> >
> > ITIL is the process model for ISO20000 (an IT
> Service Standard), and as
> > such an organization can be ISO20000 certified.
> The ISO20000 adds
> > governance compliance controls and auditing, a
> process maturity
> > requirement and managerial processes. ISO20K
> certification is a multi
> > year project an expensive
> > Endeavor not to mention difficult due to the
> amount of organizational
> > change.
> >
> > Pete
> >
> > -----Original Message-----
> > From: Action Request System discussion
> list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of patrick
> zandi
> > Sent: Tuesday, March 20, 2007 12:07 PM
> > To: [email protected]
> > Subject: Re: Full Time Remedy Developer - ATLANTA
> GA
> >
> > **
> > ARSList folks..
> > This may not be the case .. but
> > Based on this.. I have a short question::
> > How do you make a custom application ITIL
> compliant ?
> > Wouldn't that take alot of programming, and cost
> to certify ?
> > just wondering..
> >
> > On 3/20/07, Lang, Karee <[EMAIL PROTECTED]>
> wrote:
> >
> > Title:
> > Sr. Remedy Developer
> >
> > Skills:
> > 7 yrs of software application design &
> develop, 5 yrs Custom
> > Remedy
> > application develop & Admin, Current exp as
> Senior Remedy
> > developer with
> > Remedy 6 or 7
> >
> > Job description:
> >
> > Responsibilities include:
> > * Providing expert-level Remedy application
> design, development
> > and
> > support.
> > * Working with other developers and project
> managers to explore
> > technical alternatives, develop project
> plans, estimate levels
> > of effort
> > and execute SW development work.
> > * Configuring and administering system
> settings for Production,
> > Staging,
> > Test and Development environments.
> > * Assisting the Director of Operational
> Support Systems in
> > architecting
> > specifications for systems to meet business
> requirements.
> > * Facilitating data validation and
> verification, preparing
> > management
> > reports, and assisting business users in
> data analysis
> >
> > Minimum Requirements:
> > * Minimum of 7 years of software
> application design and
> > development
> > experience;
> > * Minimum 5 years Custom Remedy application
> development and
> > administration experience
> > * Experience with configuring Remedy Mid
> Tier v6 or v7;
> > * Experience with Remedy reporting and
> Crystal Reports;
> > * Experience in Database Management Systems
> (SQL Server, Oracle)
> >
> > Preferred Requirements:
> > * ITIL Foundations Certification
> > * .ASP, .PHP experience
> >
> > If interested, please send resume to
> [EMAIL PROTECTED]
> >
> >
> >
>
________________________________________________________________________
> > _______
> > UNSUBSCRIBE or access ARSlist Archives at
> www.arslist.org
> > ARSlist:"Where the Answers Are"
> >
> >
> >
> >
> >
> > --
> > Patrick Zandi
> __20060125_______________________This posting was
> > submitted with HTML in it___
> >
> >
> >
>
________________________________________________________________________
_______
> > UNSUBSCRIBE or access ARSlist Archives at
> www.arslist.org ARSlist:"Where
> > the Answers Are"
> >
>
>
>
> --
> Patrick Zandi
>
>
________________________________________________________________________
_______
> UNSUBSCRIBE or access ARSlist Archives at
> www.arslist.org ARSlist:"Where the Answers Are"
>
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