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Best Practices

How can you build up an ITIL Service Knowledge Management System (SKMS)?

In my earlier ITIL articles I’ve talked a little about Configuration Management, CMDBs and discovery tools that make building and maintaining accurate and current CI data more manageable. Today I thought I’d expand on this theme by touching on our experiences of another element of the Service Knowledge Management System (SKMS). As well as the […]

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Business value of ITSM – Part 2

In my earlier post about linking Projects to Business Value I talked about my 5 simple rules to ensure that the technical deliverables from projects achieve the ROI anticipated in the Business Case. I wanted to expand on the theme a little, and talk about how we’ve applied the principles to a number of IT Service Management […]

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Configuration Management without a Discovery tool – Seriously?

I’m amazed at the number of Configuration Management “solutions” that have weak, optional, or sometimes even no automated discovery capability. Anyone who has tried to build out a full Configuration Management Database (CMDB) or undertake any kind of Service Asset & Configuration Management project will know that it is an almost impossible task unless you […]

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Can you “do” ITIL without Configuration Management, and where to start?

Most organisations starting to adopt the ITIL Process Framework will initially focus on the primary processes undertaken by a Service Desk; namely Incident, Problem, and (often) Change. This makes a good deal of sense, since it is widely acknowledged that a good Service Desk can transform a user’s interactions with IT. Having been both a […]

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What is the best way to add maintenance windows with IBM Tivoli Monitoring (ITM), Impact and OMNIbus?

During day to day operations most IT environments are subject to some degree of planned change or managed outage. If effective monitoring is in place, it is highly likely that this type of activity will result in the generation of “false-positive” alerts that have little or no value to the business whilst the work is […]

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Running a successful Bring Your Own Device (BYOD) scheme

IT security departments have recently been doing pretty good impressions of King Canute trying to hold back the waves of personal devices that are being brought into office environments. Whether you have an official Bring Your Own Device (BYOD) initiative or not employees are bringing their iPads, iPhones, Android devices and even laptops to work […]

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À la Carte Systems Management

If you asked a child to name someone connected with McDonalds they would probably say Ronald McDonald.  Ask an adult the same question and it’s not unlikely they’d answer Ray Kroc. Certainly, Kroc, with his mantra of “In business for yourself, but not by yourself”, had a key role in spreading McDonalds throughout the world, but […]

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Events, my dear boy, events

Last updated on June 19th 2011 by Simon Barnes When Harold Macmillan became the Prime Minister of the United Kingdom on the 10th January 1957 he probably didn’t think 54 years later he would appear in a blog about Enterprise Systems Management. However one thing he said during his period of office is just as […]

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Why KPIs are key to your monitoring solution

Last updated on March 16th 2011 by Simon Barnes As a consultant the most common question I get asked at the start of any monitoring project is what should I monitor? Of course I can advise on the best metrics for such things as DB2 or Solaris however for any monitoring solution to really achieve […]

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