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Difference between Assets and Configuration Items – Post 1 of 2

I often find myself talking to customers, peers, and suppliers who use the terms assets and configuration items interchangeably. They say that ignorance is bliss, but when it comes to management terminologies, it is better to understand the differences between… Continue Reading

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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… Continue Reading

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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… Continue Reading

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Few KPIs for Configuration Management for Process Interfaces

I am a big fan of the configuration management process. I believe that it is the process that sets the foundation for other processes to function. If you haven’t caught up on my article on which process to address first,… Continue Reading

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Which ITIL Process to Implement First?

Which ITIL process should I implement first? There are close to thirty ITIL processes. This is a common question that I get posed whenever I talk about implementing ITIL. It’s a good question no doubt as the ITIL processes raises… Continue Reading