March 1st, 2007 issued in a new chapter in my Technology career, I moved over into the newly formed ITIL Program Management team. My role is as the Project Manager for the global effort. Partly because I am a Project Management freak as well as the fact that I KNOW this service organization since I crawled upwards through it.

Also, I am finished with 2 days of the 3 day ITIL Foundation course. And to be honest, I can’t say that there have been any real OMG moments in the course. Well, other than the concept of the generation of a Problem Record only occurs with more than one incident unless it is a Major incident. That is new to me and a very interesting spin on things.

Our organization operates in a more flat ticketing structure where you can create either a Problem or Request ticket. From the Request ticket you can create task tickets, but they must belong to a parent Request. I must say that I do appreciate the ITIL way of doing much more.

For other reasons today is a day off from the course and we will head back in tomorrow to wrap up some key chapters as well as a review with the Exam in the afternoon. I should do better than average, hell I would expect to do alot better than average considering that my background started in Frontline Support on a Trading Floor and progressed up through management of purchasing, data center and Service Desk operations, finalizing with Technology Account Management (basically the Service Manager) for a Trading division and last year as a Business Analyst for an Audit group.

As I said, I have always been a proponent for running my Technology teams in a way that seemed to align nicely with the ITIL framework. The fact that we are deploying this through out the global organization finally adds some validation to what I have always believed. The days of Cowboy Technology have to end when an organization reaches a certain size or volume of business. Time to pen up the stallions and build some fences around them.

In doing so, I have also decided to focus on ITIL and ITSM in general as it applies to real-world experiences in the Enterprise. For this reason, I have started ITSM Uncovered. It is not intended to be a definitive source for the inner workings of ITSM or ITIL, but more a view of the challenges and hurdles experienced working in Enterprise Technology and attempting to wrap some structured process around things. Hope you Enjoy.