The Spectacular History of ITIL
You might ask me – why bother about history? It’s the future that we plan for and look forward to. Right? It’s true that we...
Tag : ITIL V3 2011
Difference between Assets and Configuration Items – Post 2 of 2
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...
Difference between Assets and Configuration Items – Post 1 of 2
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 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...
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...