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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… 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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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… Continue Reading

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Want to Create Value? Start Automating in ITIL Implementations

Automation is the path forward in the work space. People are expensive, and often unreliable. But, there are a number of activities, which involves wisdom, circumspection and thought-flow that calls out for human brains rather than machine trained deliveries. You… Continue Reading

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TEMPLATE : Major Incident Notification / Announcement

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. If the organization has scope… 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