Most of the time, when your manager asks you to submit a report, you almost fly back to the manager with the assigned task. Just hold on yourself here; give a review with some standard queries –

• have you included all the required information properly and in a sequence?
• does the document/report comply your org’s standard Document Guideline ?
• are you following a Naming Convention for file ? […]

Documentation – important for org but very boring to do for every staff. Documents- reflect your performance, tell about progress and scope across the org. If your org adopted ITIL framework and looking for ISO/IEC 20000 than an audit will dig to the document-mine in depth. Those who are familiar with accounts audit can easily visualize the whole nightmare!

ITIL says, what can not be measured and benchmarked, can not be controlled. ITIL aims to meet an org IT needs with efficient and controlled method. How to measure and benchmark ? […]


Going through some model tests, I was missing my score all the time in a simple question. Lets have a look on it first –

The group that authorizes changes that must be installed faster than the normal process is called the ?

A. Urgent Change Board (UCB)
B. CAB Emergency Committee (CAB/EC)
C. Urgent Change Authority (UCA) […]

During one ITIL awareness workshop my colleague placed a question, a sort of requirement basically. Can employee’s routine task be included into CMDB or not ? Sending email to management, submitting daily report to the manager etc are some of the routine tasks. My answer was straight – No, which he did not want to agree as he knew services can be enlisted as a CI. So, why not an employee’s each routine task be declared as a CI ? […]

What would be the granulity level to define a CI ? As a fresh ITIL practitioner I had a brainstorm after the issue raised by one of our manager.

CMDB definitely a storage with huge information of IT infrastructure – software, hardware, document. The analysis would take time to measure the depth to declare a CI. In such case, where one looking for an urgent implementation of CMDB what would be the minimal to maximum level of CIs ? […]

ITIL Awareness

Once you are thinking to adopt ITIL framework among your org, the due diligence phase is there to perform the review of existing activities and the next phase is a gap analysis. Both this phases require to have discussions with different departments to collect data. Here the key challenge is ITIL unfamiliarity. This cause is enough to make you run from desk to desk because concrete information is not coming up as a bundle. So, it is better to keep in mind, before you perform the abovementioned phases, make your relevant coworkers all together aware of the theme which is under your plan. Do some interaction sessions – workshops, with different departments. Let them also know where they exist and how to respond you against your queries. […]