Less data actually means more data! One of the most obvious mistakes we sometimes make is to expect to do a thorough analysis of incident data to come to a conclusion. In doing a thorough analysis everything is suspect and all support areas are asked to check their systems. This “brainstorming” approach would capture certain relevant data but also irrelevant data. Now it is a case of too much data causing confusion! How do we suggest doing it then? The ideal is to have very specific worked questions within a framework or template and once you’ve worked through all the steps you will have an an ..read more

Although ITIL continued to be adopted due to its proven IT practices implemented by many thousands of organizations through the mid-2000s, many organizations were looking for something more when it comes to service management. Why? To become high-performing IT that can help speed application development, operate more cost-effectively, and break down the silos between development and operations. Fortunately, the three key practices emerged: Agile, DevOps and Lean. Each of these practices brought something of real value to IT service providers but in different, complementary ways. How? For this ..read more

As an organization, you have invested heavily in ITIL v3. Everyone got trained at the Foundation level, the leaders of your teams completed several Intermediates, and you made sure your top professionals achieved the ITIL Expert level. ITIL 4 is now knocking on your door, and the first scouts that you sent to ITIL 4 Foundation were very excited. ITIL 4 Managing Professional Transition is next, what should you do? What is ITIL 4 Managing Professional Transition The ITIL 4 Managing Professional Transition Module is a bridge program. Candidates who hold 17 or more credits in the ITIL v3 scheme ca ..read more

ITpreneurs introduces ISACA’s COBIT 2019 Foundation program to the market and offers a convenient Affiliation model to training providers. ISACA introduced COBIT 2019 as a major update over the 2005 version of the program. The framework was updated, extended and improved providing better guidance to organizations in governing their information and technology requirements.  ITpreneurs now offers the COBIT 2019 Foundation course to its customers in a convenient and affordable model. Training Providers can become Affiliates with ITpreneurs, who is an Accredited Training Organization with ISACA. I ..read more

ITIL tells you what to do when addressing Incident Management. ITIL does not tell or show “how” to do it. In more than 95% of cases where we personally got involved with helping a client to solve a vexing problem/incident using Problem-solving for ITIL, we found that the reason why they could not solve the incident themselves was that they were too general in the description of the fault. The “devil lies in the detail” and therefore we need to get there ourselves to get the true path of events and interpret that into a plausible answer. Let’s illustrate this with an example. The most common oc ..read more

ITIL 4 is a welcome evolution in service management. ITIL 4 has put ITIL into the modern age and has introduced some new concepts and interestingly leveraged some existing concepts in relation to service management. One important, existing concept that ITIL brings to focus is the value stream. The roots are going back to the beginning of the 20th century. In the following years, multiple companies and methodologies like Toyota embraced and benefited from value streams. Now, ITIL 4 is positioning it at its core in combination with the six activities of the Service Value Chain and ITIL practice ..read more

Auslyn Group, headquartered just outside of Denver Colorado, started in 2006 aims to be the provider for high-quality education and consulting services to a manageable group of customers across a variety of vertical markets. This allows for a more strategic relationship and long term growth. Mike Vikdal, President of the Auslyn Group explains: We have been with ITpreneurs for over 14 years and during those years we found the partnership to be very solid. It truly was an easy decision to continue to develop the relationship between the two companies. Partnership Auslyn Group focuses on what it ..read more

Customer needs and expectations are changing at an ever-increasing rate of acceleration, not just velocity. Both are vectors, meaning, these have visions and strategies that give the organization direction and determine its culture. These must frequently change if organizations want to thrive in the turbulent environment of uncertainty and risk.  High-velocity organizations efficiently stay aligned with changing customer’s needs and expectations. They keep up with the rapid changes in technology, demand, opportunities, and regulations. High-velocity organizations are capable of quickly adaptin ..read more

Axelos suggests that ITIL® 4 will “evolve to provide an end-to-end IT/Digital Operating Model, covering the full delivery (and sustaining) of tech-enabled products and services, guiding how IT interfaces with, and even leads, the wider business strategy.” ITIL 4 provides some key characteristics to the former lifecycle approach including: A “holistic approach” that covers all service elements from value to people to technology underpinned by “Integrating with other practices”, “guiding principles” and “ITIL practices” which build on the ITIL Practitioner and ITILv3 processes. A service value s ..read more

From ITIL® Practitioner to Capability and Lifecycle Track, and now ITIL Managing Professional. ITIL 4 Foundation was long awaited but delivered upon its promise. The next set of programs are expected later in 2019, and in this post, we are looking ahead at what is coming, provide insight and perspective on these programs. ITIL 4 Foundation was long anticipated but delivered upon its promise. Instead of a long process-oriented training program, a fresh value stream driven course was presented. Kudos for the Axelos team who had to deliver this program in a domain where everyone is an expert and ..read more