Thursday, October 18, 2018
Deming cycle is popularly known as the PDCA cycle, and the acronym stands for Plan-Do-Check-Act. It is an iterative cycle which guarantees improvements for the activity it has been applied to. Dr. William Edwards Deming is...
Tagging incidents with the right priority has been a questionable topic across organizations that are practicing ITIL. No matter what the basic principles are in terms of mapping priority to incidents, there are always lingering...
Last week, I took you on a journey into the world of ITIL processes. It is exciting to play with processes, isn't it? Today, I am going to divulge the characteristics of what makes a process...
ITIL is layered on the concept of processes and functions. You need to understand the concept, similarities and the differences between the two to become ITIL foundation certified. Functions are like the specialized teams you have...
I recently wrote a piece for Plural Sight on Known Error Database (KEDB). A KEDB is a repository that holds information about problems for which the root cause is known but a permanent solution doesn't....
A major part of incident apart from diagnosing and resolving incident revolves around the communication activities between various parties. For starters, when an incident is notified, the service desk needs to notify the support teams....
In IT, being reactive and acting proactively are perhaps the most common words thrown in emails and meetings, especially when they are used in the context of IT services. Managers and leadership teams whenever they address...
ITIL is filled with abbreviations at each and every juncture. In fact, ITIL itself is one - Information Technology Infrastructure Library. It can be quite confusing for first timers and those who haven't worked in...

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