NETWORK WORLD NEWSLETTER: DENNIS DROGSETH ON NETWORK/SYSTEMS MANAGEMENT 11/01/04 Today's focus: Understanding what ITIL is not
Dear [EMAIL PROTECTED], In this issue: * Some misunderstand what ITIL is and is not * Links related to Network/Systems Management * Featured reader resource _______________________________________________________________ This newsletter is sponsored by NetQoS Meet a packet sniffer on steroids! Out with the OLD, tedious, packet decoding methods of performance troubleshooting; In with the NEW, easy, and automatic problem detection solution. NetQoS SuperAgent immediately pinpoints the source of performance problems to the application, server, or network - without deploying endpoint agents. Find out how to save time troubleshooting issues using SuperAgent. http://www.fattail.com/redir/redirect.asp?CID=86044 _______________________________________________________________ BUSH VS. KERRY: TIME TO VOTE Do you know where each candidate stands on technology issues? We decided to get the candidates' position on key tech issues, but it wasn't easy. Find out where Bush and Kerry stand on such issues such as outsourcing, national broadband policy, wireless spectrum and more. Click here: http://www.fattail.com/redir/redirect.asp?CID=86071 _______________________________________________________________ Today's focus: Understanding what ITIL is not By Dennis Drogseth Enterprise Management Associates is seeing increasing attention given to ITIL, the IT Infrastructure Library, to help IT organizations better set service-level agreements and more efficiently meet those SLAs. As a resource, ITIL is a pure positive. It offers seven libraries of documents to help plan and assist in service management, and also supports training and certification. Although it originated in the late 1980s from the British government as a recommended framework for IT service providers in the U.K., it has become a de facto standard globally, with a rapid rise of interest in the U.S. However, with the rise of anything good - and the inevitable industry hype that accompanies it - there can also be some potential dangers. Understanding ITIL means taking a realistic look at what it is and what it offers, and also being clear on what it's not. The good news is that ITIL's library of recommendations is scrupulously written for consistent and taxonomic accuracy. ITIL also recognizes the need to define itself and its limitations. ITIL has kept itself relevant and open to evolution by wisely making the distinction between "underpinning" processes and dictating them. However, EMA is already seeing confusion among vendors and IT shops around this difference - with all kinds of consulting services and software products that claim to be "ITIL-compliant," but leaving it up to buyers to figure out what such claims do and don't represent. In terms of consulting and planning, ITIL guidelines are indeed very useful, and a consulting practice could help you to evolve toward more effective service management by leveraging ITIL process recommendations. But you, and your consulting service providers, are going to miss the boat if you think that ITIL, or anything like it, can provide a magic formula for success all on its own. If you view IT evolution in terms of three "drivers," as EMA does - organization, process and technology - then ITIL focuses on only one: process. It treats organizational dynamics and technology issues indirectly for the most part. The relationship between "technology" and "process" is a complex one, and ITIL is careful to note points of connection without becoming truly involved in technology or architectural issues. Partly because of this deliberate lack of technology advocacy, software providers - by claiming they're ITIL-compliant - may mean any number of things. Most often what they mean is someone in their company has spent some time looking at how their products' features and functions can support ITIL process requirements. In some cases it also means they've invested in something called a "Configuration Data Base" - the ITIL Config DB being a central point of context for configuration, topology and business logic in support of service support and much of service delivery. However, it should be noted that the ITIL Config DB is also something of a unique category, one that ITIL treats in terms of objectives to enable process rather than as anything truly architectural. And in fact it seems to be lost on many in the industry that this Config DB is and must be separated from ITIL processes by another layer - one of management applications with the proper analytics and visualization to truly make ITIL process guidelines a success, rather than a bureaucratic nightmare. It's certainly worthwhile to go into the ITIL libraries as a starting point for assessing what process categories need to be addressed for a successful approach to service management and, perhaps even more importantly, how those categories interrelate. But ITIL should be viewed as a great departure point, not an endgame. It will be most effective in the hands of enlightened leadership willing to think creatively about their own organizations, cultures and business needs, and also willing to be proactive and innovative in their choice of technology. The winning strategy is one that looks with an open mind at organization/culture, process and technology - and is opportunistic in building from strengths across all three. RELATED EDITORIAL LINKS The ITIL and ITSM Directory http://www.itil-itsm-world.com/ American ITIL: Best practices win converts Network World, 08/30/04 http://www.nwfusion.com/news/2004/083004itil.html Managing IT like a business Network World Network/Systems Management Newsletter, 07/05/04 http://www.nwfusion.com/newsletters/nsm/2004/0705nsm1.html _______________________________________________________________ To contact: Dennis Drogseth Dennis Drogseth is a vice president with Enterprise Management Associates <http://www.enterprisemanagement.com/>, a leading analyst, market research and IT consulting firm based in Boulder, Colorado, focusing exclusively on all aspects of enterprise management. Dennis has extensive experience in service level management and network management platforms and products. He is actively researching trends in management software and changing IT roles internationally. His 22-plus years of experience in high-tech includes positions at IBM and Cabletron. He is widely quoted in the press and is a speaker at many industry events. He can be reached via e-mail <mailto:[EMAIL PROTECTED]>. _______________________________________________________________ This newsletter is sponsored by GroundWork Open Source Solutions GroundWork Open Source Network Monitor Gain control of your IT infrastructure with GroundWork Monitor, a low-cost, open source alternative to commercial monitoring tools. Monitor integrates best-of-breed open source components into an enterprise-class system, featuring real-time status displays, flexible alerting schemes, and robust management reporting. Start leveraging open source to manage your IT infrastructure today. http://www.fattail.com/redir/redirect.asp?CID=86035 _______________________________________________________________ ARCHIVE LINKS Archive of the Network/Systems Management newsletter: http://www.nwfusion.com/newsletters/nsm/index.html _______________________________________________________________ The IP migration - A wake-up call IP Telephony can improve your business. Find out what steps to take to begin, accelerate, and complete migration of your telephony applications to IP. http://www.fattail.com/redir/redirect.asp?CID=86153 _______________________________________________________________ FEATURED READER RESOURCE NW CLEAR CHOICE TESTS The Network World Lab Alliance is a coalition of industry experts, network integration consultants, independent test labs and universities who conduct single-product reviews and head-to-head comparative tests in real enterprise network settings. Find out which products get the "thumbs-up" in categories such as web front-end devices, WLAN security, anti-spam and more at: <http://www.nwfusion.com/reviews/> _______________________________________________________________ May We Send You a Free Print Subscription? You've got the technology snapshot of your choice delivered at your fingertips each day. Now, extend your knowledge by receiving 51 FREE issues to our print publication. Apply today at http://www.subscribenw.com/nl2 International subscribers click here: http://nww1.com/go/circ_promo.html _______________________________________________________________ SUBSCRIPTION SERVICES To subscribe or unsubscribe to any Network World e-mail newsletters, go to: <http://www.nwwsubscribe.com/Changes.aspx> To unsubscribe from promotional e-mail go to: <http://www.nwwsubscribe.com/Preferences.aspx> To change your e-mail address, go to: <http://www.nwwsubscribe.com/ChangeMail.aspx> Subscription questions? 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