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...
Tag : ITIL
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,...
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...
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...
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...
Difference between Continuous and Continual
In ITIL, you have probably heard of Continual Service Improvement, and in DevOps, there are processes such as Continuous Integration and Continuous Delivery. If you...
What is Service Integration and Management (SIAM)?
Business models are fast changing. They no longer employ a single IT service provider for all their IT needs. Instead, IT responsibilities are shared between...
Top 10 Skills that every Change Manager must Possess
Change management is a crucial governance ITIL process that sits as the gatekeeper for all changes going into services. This process needs careful consideration in...