terça-feira, novembro 28, 2006

ITIL - Change or Configuration Management. Which comes first? - Follow-up

( "Requestion" from Dieter Newmann )

The Service support book has several references about the need to have change in place to support ConfigM. It also describes that if you don’t have change management that you need to freeze the CMDB and manually record all changes until you do have change mgt in place – completely impractical except in the very smallest of organizations... :)

The activities of ConfigM are PICSV – planning, identification, CONTROL, status accounting and verification and audit. Control ensures that no CI is added, deleted or modified without appropriate authorization – an approved change request.
Implementing config and populating a CMDB with no process to manage it would be foolish.

Also, the cost of implementing config and the CMDB mean this process should not be the first one attempted. You would be hard pressed to get budget approval (this can cost several hundred thousand Euros for the tool, the database license, populating tools and the large amount of time it takes).

It doesn’t take much for things to go wrong and buy in wanes. You also aren’t likely to get many second chances, so tackling such a big project ( ConfigM ) too early creates a large risk.

Change does need config – how else do you properly assess an RFC? The same way most shops do it – get the people in the room that know about the systems. This is not perfect of course – lots of danger by relying on what’s in people’s heads, but, it can be done and without a CMDB what choice is there? Config however, needs change to ensure that the records are kept accurate and up to date. Change also can be ‘improved’ or formalized fairly quickly, without a lot of cost and can provide immediate benefits. This does need to be part of a larger plan to include other processes however as change mgt. left in a low state of maturity, or in isolation, may never become what it should and it might forever only be ‘change control’.

Hope it helps,


ITIL - Change or Configuration Management. Which comes first?

( Question from Dieter Newmann )

It's another case of the hen and the egg ...

In my ( not extensive ) experience of ITIL, or just plain IT operations, I have observed that a centralised Service Desk is essential to kick start the ITIL foundation. Please remember that SD is a function, not a process. In my opinion, SD is the backbone of the ITIL framework. Whether it's Service Support, or Service Delivery, Service Desk is the single point of contact (SPOC).

There would be no use of having ConfigM or change management process, IM, or PM ahead of SD. For a simple reason: When you do not know what services IT is providing to its customer, you cannot have any support process too. Hence, identify your deliverables, develop a Service Catalogue, ensure that you can support all services mentioned in the catalogue. Setup a SPOC, which is your service desk, and voila!! your first step towards service support has already been taken. You need not have complex ITIL tools to support your SD. A spreadsheet can do the job as well,as long as all requests are logged and efficiently followed up.

Do remember, SD is SPOC for the following processes:

Incident Management: To know your organisation pain area (In IT). {Can be obtained from SD}
Problem Management: To get a trend report.{Can be obtained from SD}
Configuration Management: SD can update the CIs better than any site engineer.
Change Management: All RFCs / FSCs have to be with SD.
Release Management: SD coordinates and analyses the impact.
Capacity: A trend in number of calls, PM can contribute to it
SLM: SD is the owner of SLAs/OLAs/UCs

Due to time constraint I am not able to emphasize more however I guess I've made my point.

Hope these comments are of some help.


ZMP-Zertifizierung im Februar 2007 am Goethe Institute

Hallo !

Es gibt was Neues.

Die nächsten ZMP Prüfungen finden noch im gewohnten Format in der Zeit vom 12. 02. - 13. 02. am GI Lissabon statt.

Bitte schreiben Sie sich in der Zeit vom 08. - 19. 01. 07 rechtzeitig ein, damit sie unsere Anmeldung berücksichtigen können.

PS. "gewohnten Format" = ohne Änderungen ( wegen der Einführung der GI-B2-Prüfung ... )

Hals- und Beinbruch ...


PS. Bis jetzt habe ich nichts gemacht. Ich bin total im Arsch !

sábado, novembro 25, 2006

Dying-Off Readership: "Against the Day" by Thomas Pynchon

(original review,  2006)

Art is a social medium, a material medium, an intellectual medium, an economic medium: it consists of a great deal more than surfaces. Art that consisted only of surfaces - if such a thing were possible - would be of no larger significance than a crossword puzzle. This is true even of painting - the only art whose medium can be credibly represented as being 'all surface'. I'll also point out that apart from having entered the language in the form of the term 'Rabelaisian' - now merely shorthand for 'characterized by coarse humour or bold caricature' - Rabelais himself is little read outside the academy and, like Shakespeare, often quite painfully unamusing.

There is nothing more vulnerable to the passage of time than a style of humour; even slang can be footnoted. What has protected Pynchon so far is the fact that so many of his readers are male Americans of a certain age and style of education, whose humour has become generalised as the public style of a generation. There are already clear signs that this is changing as that generation ages and dies off, and as women claim equality in literary opinion-forming. I fear for Pynchon's reputation in twenty-five years' time. On a sentence by sentence level Pynchon is amazing entertainment if you like pop satire. He's the Warhol of literature - his work appears to be all surface or cartoon or shallow but for clever reasons beyond my own powers of expression he's a genius.

Against the Day is one of his best in fact. The guy can sing. He reminds me of Mel Brooks or Twain - a great American comedian. His long, list-like sentences offer a heady mixture of shamanic incantation, encyclopedic knowledge and radical politics . . .Sounds good to me then.

As much as I love Pynchon, there are a number of sexually precocious children in his books ("repeated child-rape scenarios" is hyperbolic nonsense which does some reviewers no favours though). The Vroom daughters in "Mason & Dixon" and Dally Rideout in "Against the Day" spring to mind (Dally does also have a near-miss brush with molestation at a party New York). I've got a rule: never avoid the books based on the elements of moral repugnancy, but we can't pretend they're not there.
Pynchon has his rabid fans but he also has readers. As does Foster Wallace. I'm one (a reader). Although I register and part-agree with some reader's annoyance at the hero worship of both; I don't think I have to choose between worship and rejection.

sexta-feira, novembro 24, 2006

ITIL Implementation - Question

Question from Dieter :

"Hi Manuel,

I have my ITIL Foundation and Manager Training. I'd like to ask an implementation question, particularly from you, who I know have just started implementing ITIL in your organization.

1. Which ITIL module do you start with?
2. In what logical sequence did you implement the 10 modules?
3. How long does each module take?

With Best Wishes

Dieter Newmann"


Hallo Dieter.

Long time no see ...

Well, in October I started the phase of design and implementation of the Configuration Management Process for the company I work for ( PT-SI ), but prior to that there were already a lot of ITIL Processes in place, that is, in the design phase.

To my mind there are no right or wrong answers, but it depends on the situation. I can summarize :

1. If you are fighting fire or having a constant haunting pain, start from the most painful process (thereby giving the most immediate business benefits);

2. If you are trying it for the first time without customer pressure, then try the simplest (e.g. SD, IM) where you can get quick wins;

3. If have current processes in place and want to start from the most effective, that implement a CCR (which first or together, depends on IT maturity, time constraint, complexity, etc.);

4. If you are in the project mode, planning for next year, you can start with customer SLR and SLA;

5. If you are more forward thinking and want to do it right the first time, then begin with ISO20K and related Management Processes.

On the other hand, change has to come before config, else what keeps the CMDB up to date? Also, config and the CMDB are the most complex, lengthy and expensive of all the processes to implement so making that your first ITIL project is not a good idea.
Benefits and pay back way too long.

Success with ITIL needs to have some early wins that don't cost too much and can be implemented quickly. This gets you the buy in needed for the bigger projects.

In fact there are several of the processes that should be considered before config.

Ideally, one would implement change, config and release together, but since these take different lengths of time and substantially different efforts to implement, the only way to launch them together is to know the effort, plan the end date and stagger the start dates so they coincide - not very practical.

I suppose you could also build your processes, shelve the ones done first until they are all ready for launch. In my opinion also not a good idea.

Start with an assessment to understand the points of pain and biggest return for the business. Understand the business priorities and from there you can create a plan for 1-2 years to start making process improvements. Your plan should contain quick wins as well as identify the first 2-4 processes that you should formalize or implement.

Hope this helps.


PS. How is the preparation for the CPE going ?

domingo, novembro 19, 2006

SR: "Warped Passages - Unraveling the Mysteries of the Universe's Hidden Dimensions" by Lisa Randall

(original review, 2006)

Hi,I am poor English Portuguese who live in very countly side.
We need a Portuguese translate better and I have a Questions.
The some day I had did so tough-Job.After that small-black-holl shown up and it had moved and mice and soft membrance?
Not a elephant,mice or small birds,didn’t swallow house and many zone and areas.Even wall was tightly-closed-container,importat part is why mice had not smashed.And univers looks like alive and mother earth conected each of us.
Did she report you watched from the sky on360℃degree.
Randall knew it.establish a book in reality what has happen there was no trick.Did she?
i m new to this so i dont understand all the subtleties but i have read the feynman lectures and cant find any mistakes in them i would be helpful if u could point them out and in light of this book i think x prime can be any constant not only zero but but this explaining is definitely wrong as once he is equating x prime to zero and another time Randall is equating it to the disatance travelled by light in its time. mathematical nonsense - but it is TRUE !....0  to the power 0 equals 1.....ie ....0 ^ 0 = 1. The problm of Special Relativite is Lorentz Transformation. It breaks conservation of momentum. Here two examples, Collision between two identical objects (http://vixra.org/abs/1803.0005), Collision between two identical objects under Lorentz Boost (http://vixra.org/abs/1802.0326). I agre with conclusion, but i happened to hit it from an entirely different direction. I am weak in math and strong in conceptual imaging. Dificulty of multipling and dividinge by zero is a problem.  If you multiple by zero, are you doing nothing or telling the multiplicand to go away?  Are you leaving all alone? Or are you telling everyone to disappear?  it seems Einstein didn't know about the mathe problems of dealing with dividinge by zero. Based on our present maths; it is usually best on issues like dividinge zero by zero to treat it as forbiden; unless tricks are implicated with talk of limits. Einstein just didnt deal with zero in a rigorus mathematical waye, and so his maths was just bad. And how do we knowe exactly that we have aproprite instrumnts to measure things (light too) goinge faster than lighte speed relative to our frame of reference, if we INSISTe that it is IMPOSSIBLE? We have our own waye to mesure time based on planets, atomic clocks and etc but it doesnt mean that there cant be a universal time. Maybe we just cant measure it right now. If believe the concept that gravity affects time or speed affects time, the if everthing is still, can u say that there is no time? C is not a fact. Its a theory. Resarch "faster than speed of light" and to say that there is nothing that can go faster than speed of light is arrogant who ever stated that. We are only humans we can not know so much. Basing math homework n things we cant bserve and stating it as fact is just b.s. einstein was genius for thinking and predictions bt it doesn't mean he is always right his predictions i dont know how to work on relativity time is just an instant experience for present. in our plane time is measured by cesium atom vibrations aq to IEEE standard primary measurement slot so how to be vibrations could be slow out of planet if we move faster than light how go to the future. i thnk time measurement is different for einstein .. any human being any instant experience time in range of  some nano seconds .if we move  faster than light we nothing experience about surrounding  objects .. automatically the people who travelled with speed of light says i m in future it means speed is light time measure with own measurement of time and human being time measure with own this is all irrelevant. einstein photoelectric effect also have some contradiction they said light is particle and Compton proves small wavelength light waves behave as particle . xperiment data determine if a theory is correct or not. However, I have a logical proof that Lorentz Transformation is wrong.

Go Lisa!