Hi all,

Welcome to our ITIL v3 blog. I hope you will find these postings an interesting set of perspectives as we share our experiences in helping to write some of the content for v3 publications and as we start to work with the new material in detail with our customers.

My name is Ashley Hanna and I work for HP at the world-wide level as an ITSM Practice Principal within our Mission Critical Services organisation. My focus is anything and everything to do with Operational ITSM – helping our customers with the day-to-day challenges of running quality IT services.

I was a co-author of the ITIL v3 Glossary of Terms and Acronyms, which also included writing an ITIL v2 Baseline Glossary for use by the other v3 authors as they started their work. This proved to be a great education in the various terms used in both ITIL v2 and v3, along with those used in ISO/IEC 20000 and elsewhere, as our brief included related industry-wide terminology.

Putting together these two perspectives of my Operational ITSM role and my work as a v3 author, you can expect some of my postings to cover the new Service Operation and Continual Service Improvement publications in addition to the terminology discussions I get involved with – terms and definitions can cause a lot of heated debate!

To help you get a fuller picture of my background and where some of my thinking will be coming from, I have included a brief biography.

I look forward to sharing my thoughts with you!

I have worked in the field of Service Management for around 14 years, and before my work on ITIL v3 I have contributed as an author for ITIL v2, Microsoft’s Operations Framework (MOF), and itSMF publications. I am a Fellow of the Institute of Service Management and a member of the UK itSMF Qualifications and Certification Committee. I also serve as Vice Chair of the UK itSMF Publications Committee, and represent the UK on itSMF International’s Publications Committee.

I am a service management trainer and an examiner for ISO/IEC 20000 and ITIL v3.

I started my IT career as a programmer 26 years ago and moved into the field of Service Management in 1993 while working on fault-tolerant systems for Tandem Computers. Having solved most of the technology challenges of high-availability, we still found that customers were experiencing outages on occasion. No prizes for identifying some of the root causes… day-to-day operational issues, people and process of course. I have continued to work in this space ever since, moving from what Tandem called Operations Management, through IT Service Management and now emerging into the new world of Service Management.

In addition to these Service Management industry changes, I have also been part of several acquisitions moving as I did from Tandem Computers, through Compaq, Digital and now HP – without moving my desk. Well, almost!

I hope to be posting around once a week and will try to bring you some interesting perspectives.

Regards,
Ashley