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ITIL V4 Updates

ITIL V4 is here and I am not going to be diplomatic, it is going to be crazy. The changes that it rings in will be put to test, especially now that the ITIL has matured over the years and the number of ITIL practitioners, implementers and designers have groomed. No

ITIL V4 is Coming

For more than a year, the news coming in thick and fast was a new version of ITIL, numbered V4 is on its way. After a long wait, we now know that it is coming out this year, and speculations are rife that it may be before March 2019. The last

Incident Management Lifecycle – Incident Logging

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

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 the same rigor. This keeps things simple, but in hindsight, it

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 prove your authority in the ITIL area to the customer. I

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