Sunday, 29 June 2008

ITIL Live Portal - what DID they promise anyway?

Well, this business has bugged me so much that I went back and checked 'The Official Introduction to the ITIL Service Lifecycle' found the following on page 7:
"1.6.3 ITIL web support services
These products are online, interactive services including a Glossary of Terms and Definitions, Interactive Service Management Model, online subscriber services, case studies, templates and ITIL Live (, an interactive expert knowledge centre where users can access time with ITSM experts to discuss questions and issues, and seek advice."
Let's go through these services one by one.
  • A Glossary of Terms and Definitions - Freely available on OGC Best Management Practice site
  • Interactive Service Management Model - currently the demo available on ITIL LIVE PORTAL which is hosted by TSO
  • Online subscriber services - Well... seems this is being tied in with the ISMM above.
  • Case studies - Where? These hardly count...
  • Templates - Also being tied in with the ISMM which will be a subscriber service.
  • ITIL Live ( - Subscriber service
  • Interactive expert knowledge centre - Where? Is this supposed to count?
Due to the use of commas in the text, I interpreted the statement as meaning that there will be online subscriber services but because they were listed separately to others that they were NOT the same as the ITIL Live OR the 'Interactive Service Management Model'.  Seeing as the currently ITIL Live Portal demo IS an Interactive Service Management Model it makes me wonder if we'll be expected to subscribe for the other web services that I understood to be free.  Is the misinterpretation all down to the use of grammar - or did they really mean to mislead us?  It seems I'm not the only one who was under this misapprehension either... check out The IT Skeptic.


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