ITSM Now!

I had a few conversations with a candidate in an ITIL v3 Foundations Certification Course I was teaching last month.   The candidate in question is an IT Operations Manger, and would like to implement ITIL in his organization.  He’s been shopping  around for Service Desk software, and has reviewed the offerings from the usual suspects in that area.  There are two significant obstacles standing in the way at the moment, however:

1. The CIO is not currently behind the project, and is somewhat resistant to change.
2. In keeping with the above, there is no budget for the initiative.

So…  what to do?  Can process improvements be achieved without executive buy in and without spending any money?  (more…)

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As many of you are now aware, Microsoft’s Bing search engine suffered a 30 minute outage yesterday. According to CNET:

A Microsoft representative told CNET on Friday that the problem appears to have come when something being tested was moved onto the live site.

I spent a large portion of my career managing mission critical IT Services at GoDaddy.com, an environment with an absolute “zero tolerance” attitude toward unplanned downtime. So, before I climb up onto my soapbox, allow me to acknowledge that I was not there, and that it’s always easier to play “Monday Morning Quarterback” than to manage these types of situations as they happen. </disclamier> (more…)

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Verizon recently ran an ad depicting an iPhone relegated to the Island of Misfit Toys (see the video below). From Rudolph the Red Nosed Reindeer, we know that the Misfit Toys are toys which have been discarded because they have some intrinsic (and fatal) flaw. Residents of the Island include a train with square wheels, an airplane that can’t fly, (more…)

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Sorry for the long hiatus, I’ve had a lot of projects underway.  Should be back with regular content through 2010, though.

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