In the latest version of ITIL, there are no longer processes and functions. It has been replaced by practices. The difference between processes and practices...
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 logging is a somewhat straightforward activity. However, it is important to note that no matter how simple it may sound, organizations tend to go...
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,...