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,...
Incident logging is a somewhat straightforward activity. However, it is important to note that no matter how simple it may sound, organizations tend to go...
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 ITSM consultants prefer to start off the blocks with the design and implementation of the incident management process. Also, by hanging onto the low...
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...
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...