The power of ITIL and the problem with guru
recently In the area of my interest were added ITIL, a library of best practices in the management of information technology. This library, started in the late 80-ies of the last century, has undergone several revisions, got to the third version reached the peak of popularity. My plan is to do several lectures focused on basic concepts of ITIL, the first one you can watch on the Youtube channel:
While your attention is invited to the translation of the article “The Power of ITIL and The Problem with Gurus”.
Brief about the article. The article outlines several problems inherent in the organizations, randomly implementing it services, briefly lists the advantages of ITIL and the proposed proprietary tool for solving some problems. I am sure that in the market there are alternatives (maybe free) so want to focus your attention more on the text than on the tool.
Thank you for your attention. — Approx. interpreter.
Still enough to be a good [specialist] in their work?
For a long time it was all about the results. As long as you were given, people were not particularly interested how they were achieved. It does not matter whether you achieved the result at the last minute, after working all night, or redid the system is all that could be rebuilt. You were a kind of black box that [people] have put certain needs and on the other hand pulled out something that meets them.
You can tell a lot about the necessity of possessing such skills (especially in emergencies), as a way to accomplish its work, but in the daily work of this approach is to perform tasks “on the knee” has a lot of problems. For example, what if a specialist who knows how to perform a magic act, will leave the company? If your only responsibility is to get results and you don't know how to achieve it, you are out of luck. On the other hand, what if this person will one day make a mistake? He presses the wrong button, you use the wrong code and everything goes to hell? We all, as we already know from our own experience, primarily people.
Undocumented [difficult] the process very, very difficult to repeat, and to figure out what went wrong. That's why ITIL (Information Technology Infrastructure Library) is so important. It is a library that provides a framework for identification, planning, delivery and support of IT services. In addition, this frame was not created alone a guru, ninja, rock star or whatever we call them today. What would be great was no man in his field, he can not know everything. Because ITIL is based on best practices developed and improved by many people in different fields of human activity. In other words, the problem was considered from different points of view.
As a result of this activity appeared, processes, procedures, tasks, and questionnaires, which allowed to integrate IT services into the organization's strategy, at the same time allowing to provide more valuable service and maintaining standards of competence. This approach allows us to demonstrate compliance [requested features], and to perform the measurement and evaluation of improvements.
What's wrong?
Yes all true, but there are many problems in the implementation process of this library, and there are real questions about how to use and apply its people in General. Attempts to solve these problems takes a lot of time and resources that would be better spent taking advantage of the use of ITIL, not the way it [the library] is used.
If only there was a way to automate this. If there was one program that would pozvolila in real time to ensure that ITIL hundreds and thousands of consumers is used correctly.Even better if this monitoring was conducted continuously, so you don't have to wait for the next audit or event that would have revealed problems requiring attention. And since we are dreaming, let this program automatically updates the definitions of ITIL for all devices managed and let it all be seen on one console, and it is managed. In the end, as we fantasize, what do you say about a program that all it can out of the box, how about spending hours instead of days, weeks or months?
And now the author of the article offers one solution. Again, I think that alternative solutions exist, but the task of finding and describing alternatives to the translation of this article is not relevant. — Ed. interpreter.
In fact, it's not a dream. This IBM Endpoint Manager. Instead of pinching yourself to see if you were sleeping, you better go the link to get more information.
Article based on information from habrahabr.ru
While your attention is invited to the translation of the article “The Power of ITIL and The Problem with Gurus”.
Brief about the article. The article outlines several problems inherent in the organizations, randomly implementing it services, briefly lists the advantages of ITIL and the proposed proprietary tool for solving some problems. I am sure that in the market there are alternatives (maybe free) so want to focus your attention more on the text than on the tool.
Thank you for your attention. — Approx. interpreter.
Still enough to be a good [specialist] in their work?
For a long time it was all about the results. As long as you were given, people were not particularly interested how they were achieved. It does not matter whether you achieved the result at the last minute, after working all night, or redid the system is all that could be rebuilt. You were a kind of black box that [people] have put certain needs and on the other hand pulled out something that meets them.
You can tell a lot about the necessity of possessing such skills (especially in emergencies), as a way to accomplish its work, but in the daily work of this approach is to perform tasks “on the knee” has a lot of problems. For example, what if a specialist who knows how to perform a magic act, will leave the company? If your only responsibility is to get results and you don't know how to achieve it, you are out of luck. On the other hand, what if this person will one day make a mistake? He presses the wrong button, you use the wrong code and everything goes to hell? We all, as we already know from our own experience, primarily people.
Undocumented [difficult] the process very, very difficult to repeat, and to figure out what went wrong. That's why ITIL (Information Technology Infrastructure Library) is so important. It is a library that provides a framework for identification, planning, delivery and support of IT services. In addition, this frame was not created alone a guru, ninja, rock star or whatever we call them today. What would be great was no man in his field, he can not know everything. Because ITIL is based on best practices developed and improved by many people in different fields of human activity. In other words, the problem was considered from different points of view.
As a result of this activity appeared, processes, procedures, tasks, and questionnaires, which allowed to integrate IT services into the organization's strategy, at the same time allowing to provide more valuable service and maintaining standards of competence. This approach allows us to demonstrate compliance [requested features], and to perform the measurement and evaluation of improvements.
What's wrong?
Yes all true, but there are many problems in the implementation process of this library, and there are real questions about how to use and apply its people in General. Attempts to solve these problems takes a lot of time and resources that would be better spent taking advantage of the use of ITIL, not the way it [the library] is used.
If only there was a way to automate this. If there was one program that would pozvolila in real time to ensure that ITIL hundreds and thousands of consumers is used correctly.Even better if this monitoring was conducted continuously, so you don't have to wait for the next audit or event that would have revealed problems requiring attention. And since we are dreaming, let this program automatically updates the definitions of ITIL for all devices managed and let it all be seen on one console, and it is managed. In the end, as we fantasize, what do you say about a program that all it can out of the box, how about spending hours instead of days, weeks or months?
And now the author of the article offers one solution. Again, I think that alternative solutions exist, but the task of finding and describing alternatives to the translation of this article is not relevant. — Ed. interpreter.
In fact, it's not a dream. This IBM Endpoint Manager. Instead of pinching yourself to see if you were sleeping, you better go the link to get more information.
