Monday, February 20, 2012
50 years ago today, John Glenn became the first American in space
11:45 am pst
Thursday, February 9, 2012
Major Incident Handling...first you need a Plan
After almost 3 years in publication and thousands of downloads from
BraunsBlog, I recently have made some minor revisions and updates to my Major Incident Handling Plan model.
5:15 pm pst
The revisions are mostly minor. A couple of definitions have been changed for increased clarity and
some grammar corrections have been made where needed. This, along with a bit of general "look and feel"
cleanup, makes this revision a worthwhile download even if you already have a copy. The document, which is a PDF, is
interactive and is completely self-contained. Text and objects that are orange will move you quickly and efficiently to and fro through
the various sections of the PDF.
The model plan can be used, as is, for dealing with Major Incidents or it can
serve as a guideline to help you craft your own plan. Either way having a plan will most certainly be better than having
no plan if you ever have the misfortune of coming face to face with your own Black Swan. If you still have doubts concerning the need or the utility of a Major Incident Handling plan view my presentation
Major Incident Handling A Mandatory Requirement of Organizational Risk Management. I think it will go a long way in answering any remaining questions that you might have concerning the value of MIH
Finally if you just don't have the time, inclination, or skills to deal with the creation or modification
of your own Major Incident Plan, please visit MajorIncidentHandling.com where you can learn more about our Service offerings around Consultancy, Analysis, and Design.
More to follow...
Monday, February 6, 2012
Metrics are for Measurement. Anything else is just a waste of time
1:27 pm pst
Einstein had the words “Not everything which can be measured counts, and not everything which counts
can be measured” on the desk in his office at Princeton.
With that in mind, here are some of my thoughts
on the topic of metrics and measurement from an ITIL 3 Service Design point of view.
Design: The last of the five Service Design principles and is
arguably one of the most important. It is said, "…if you can’t measure it, you can’t manage it"!
Good Measurement Design should deliver metrics that reflect specific and defined requirements
or outcomes which demonstrate the quality and success of the design processes from the perspective of the business, customers
and users and that your delivered solution meet thier requirements. Below are some considerations to insure that your Metrics
Design will deliver Measurements that meet expectations and objectives:
- Do you have measurements in place that demonstrate that your design solutions are "fit for purpose"? In
other words do they meet or exceed requirements?
- Do you have measurements
in place that demonstrate that your design solutions are developed with the appropriate level of quality; neither over-engineered
- Do you have measurements in place that demonstrate
that your design solutions are "right first time" and that they meet their expected targets?
- Do you have measurements in place that measure with the goal of insuring that your design
solutions minimize the amount of "rework" or "bug fixes" that have to be rapidly developed after your
solutions have been deployed?
- Finally, do you have measurements
in place that demonstrate that your design solutions have the ability to meet the agreed-to requirements of the business?
It is clear from the above that metrics should be more than just numbers on a page.
When designing your metrics, "...begin with the end in mind" so as to understand upfront exactly what it is
that you want to measure and what the desired outcomes of those measurements are to be. By doing this your efforts become
more than just colorful graphs on a PowerPoint slide. Instead they become a powerful tool that will provide you, your
customers, and your organization real, quantifiable and actionable measurements to gauge the quality of your Services and
your level of Customer Satisfaction and ultimately to drive Continuous Service Improvement.
More to follow...
musings on specific topics. The central themes will be ITIL V.3, Information Security, and other sundry ITSM topics.
That said, there are many more things in this world on which to opine, so don't be surprised if I do now and then.
About me...Braun Tacon, Portland Oregon. Husband,
father, aviator and former Air Traffic Controller with over 20 years experience in the Information Technology and IT Service
Management field, the last thirteen years of which having been spent at a Fortune 500 in the Pacific Northwest.
Professional background and certifications include Aviation Management, Education, Systems Management, Information
Security and Process, Standards and Quality Management. Always delivered with a strong focus on ITIL and similar
Process Improvement Frameworks such as LEAN, SixSigma and TQM (Thank you Mr. Deming!).
Hobbies include reading, writing, and even the occasional Karaoke contest!
All opinions expressed here are mine and mine alone.
BraunsBlog - 99 and 44 one hundredth percent pure ITIL...66 one hundredth percent