Monthly Archives: July 2013

Did the Chicken & Egg Know About Change & Configuration?

If there is a “burning question” as an organization drives its ITIL process implementation through the planning stages, it is “… which comes first – Change or Configuration Management?” And, as if that were not enough of a challenge, it is followed by, “Can you do one without the other?” and, close on its heels, “If you do one without the other will you achieve any meaningful level of success?”

The Metric Tree

Consider a Service Desk that is posting excellent first-call response metrics for
hung router ports. However, the concurrent service metrics are showing customer
dissatisfaction with quality levels because of the frequency of the interruptions
caused by the malfunctioning routers. In this case, a combination of process and
component metrics would have given a more complete picture of the service’s