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Incident Management Lifecycle – Incident vs Request

In the second set in the incident management lifecycle series, we look at the very basic distinction that distinguishes incident from a service request. Often, most organizations confuse (some on purpose) incidents with service requests, and both are handled with the same rigor. This keeps things simple, but in hindsight, it

Incident Management Lifecycle – Triggers

Most ITSM consultants prefer to start off the blocks with the design and implementation of the incident management process. Also, by hanging onto the low hanging fruits in the form of incident management process development and implementation, you can certainly prove your authority in the ITIL area to the customer. I

Role of Design in ITIL Process Development and Implementation

Process development and implementation is a skill that is best learnt through experience and maturity. Organizations implementing ITIL processes normally develop workflows, define activities, identify roles and embed all of it in a process document. This is good, but there is a major chunk that is still missing. The design.

Top Ten Hot Careers in the US

A study was conducted for determining the top ten hot careers in US as per the 2011 graduating class. The results were somewhat surprising with Healthcare IT bagging the top spot. The study was conducted by University of San Diego extension. The government has poured in plenty of money for healthcare

Asset Database (ADB) and Configuration Management Database (CMDB) – Should they be Merged?

I got a proposition from one of my customers. They wanted to have a single database containing asset and configuration details. In other words, they wanted to merge the asset database (ADB) and the configuration management database (CMDB). It is said that databases must be the single source of truth. So,

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