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Service Desk

How can I Integrate IBM Tivoli Netcool with Service Now?

I recently completed an integration of IBM Tivoli Netcool Impact 6.1 and Netcool/OMNIbus with ServiceNow. This blog will outline the process and methods that can be used to integrate the manager of managers (OMNIbus) with a service desk solution such as ServiceNow. The customer requirement was for any event that met a specific set of criteria would be […]

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How to move up ITIL’s Data-Information-Knowledge-Wisdom DIKW structure

In my earlier ITIL articles I’ve talked a little about Configuration Management, CMDBs, discovery tools and the Service Knowledge Management System (SKMS). Knowledge Management may not be one of the processes that immediately spring to mind when you think about ITIL, but it’s actually pretty important when it comes to improving the quality of your Service Delivery […]

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ITIL Service Level Management – How can you report credibly against SLAs and KPIs?

Service Level Agreements are central to the relationship between IT Service Delivery functions and the Business Consumers of their services;  they define the agreed expectation of the level of service which the Customer (internal or external) can expect to receive. As such an SLA should be written in language understood by a reader who may […]

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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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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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