Charlie pointed this out on the erp4it list today…a big YIKES!
http://en.itsmportal.net/news.php?id=2229
-snip-
“As we’ve informed you before, the exploitation of ITIL (and other OGC frameworks like Prince2) will be outsourced to new parties by the end of the year, and the involved parties seem to be involved in a poker game. OGC now announced that they have selected two parties to negotiate further on ITIL rights. The biggest news is that ITSMF is not amongst these parties.”
-snip-
“It seems that there are a few dark clouds hanging over ITIL’s future. The January statement “that there will be one and only one acceptable outcome of the CAR bidding: the future management of ITIL will have to be an organization lead by the international ITSMF organization – not an organization where ITSMF is participating as an advisor, but one where ITSMF makes the decisions…” might prove to be false now, and there’s no saying where this will end.”
It’s good to see the folks running “N-Tiers without the Tears” posting again. In this post they talk about maturing into Quality of Experience (QoE) monitoring and the potential pitfallas associated with it.
The point they make is that for true end-to-end service monitoring, every layer and every component of the service must be instrumented and monitored in such a way to provide the right level of visibility and data/information at the right time for each audience. Such a simple thing to say, but a very difficult thing to accomplish. This isn’t due to a lack of technology capability, but due to those organizational/functional silos within IT.
In my past life, I ran no fewer than five different QoE tools to try and provide visibility into what our external and internal customers experienced. While I believe in using these capabilities to “tie” together all of the traditional monitoring, I spent more time defending the quality of the data than providing any realy value to the business with the tools. Every organization/functional silo in IT had to save face, defend their turf and find a way to point their finger and someone else in the service delivery chain.
One approach that can help understand QoE and provide a very simple way to dialogue with the business is called Apdex – or the Application Performance Index. Think of it as a MOS score (if you’re familiar with VoIP) or like your FICO credit score for service performance. It’s goal is to establish apples to apples way of assessing application and service performance based on the needs of those who use those applications and services. It will give you a way to normalize all of your data points collected from all of your QoE tools into one uniform assessment regardless of how one vendor does things compared to another. Check them out if you’re doing QoE or synthetic transaction testing.
