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 : Incident management
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...
Want to Create Value? Start Automating in ITIL Implementations
Automation is the path forward in the workspace. People are expensive and often unreliable. But, there are a number of activities, which involves wisdom, circumspection,...
Importance of Defining Services in ITIL Implementation
This post by Abhinav Kaiser gives you an insight on how to start defining a service catalog which provides a solid base for ITIL implementation....
TEMPLATE : Major Incident Notification / Announcement
A major part of the incident apart from diagnosing and resolving incident revolves around the communication activities between various parties. For starters, when an incident...
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...