In the first post in this series, I gave the basic differences between assets and configuration items. In this concluding piece, I will provide the differences that exist when there is a need to govern changes to it. Configuration items and assets carry different priorities in terms of their worth for
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 terminologies than to look over it. In this article, I am
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 wrong in its implementation. In the third set of the incident management lifecycle series, I will talk briefly about the incident logging activity. To fully touch base
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
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
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.
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,