definition of incident

SO book describes incident in a strange manner. The definition is incorrect and contains a short description of the process as well. The process description contain also events. It looks like the author did not know or understand what the V2 definition of incident is and forgot to edit the definition.

The box on page 46 states:

In ITIL terminology, an ‘incident’ is defined as:
An unplanned interruption to an IT service or
reduction in the quality of an IT service. Failure of a
configuration item that has not yet impacted service

Here are two corrections to diagrams in the ITIL Version 3 core books

Many thanks to Liz Gallacher for passing on the following information to us about corrections to the ITIL V3 core books Service Strategy and Service Design. These are now recorded in the BOKKED database of known errors. Has anyone seen any other notification of these corrections? Certainly TSO publishes the errata for Passing the ITIL Foundation Exam but does not publish these corrections.

Has there been a second edition of ITIL V3 or not?

A recent comment on the IT Skeptic website suggested there had, but nothing official shows up. There is some evidence of it though.

ITIL is copyright: use of quotations and extracts

Since I had it wrong in my own mind, I thought I'd clarify the terms of use of ITIL as a copyrighted work.

ITIL exams dropped from Prometric: consider ISO20000 certification as an alternative?

The March edition of the IT Skeptic's newsletter, the Skeptical Informer, went out and it included the statement:

The certification industry still seems to have an attitude of "F*** the quality of teaching! Maximise profits!"

A little strong? That was before I knew that ITIL exams have been withdrawn from Prometric (a respected online provider of certifications). You should have heard me then! [Updated: now available again]

itSMF International launches new website

Recovering from the embarassment of their previous host withdrawing services, the itSMF International has launched their new website after a couple of months of a shaky temporary arrangement.

ITIL Certification: a technique for passing multiple-choice exams

Multiple-choice exams test how well someone can do multiple-choice exams. Depending on how well written the qustions are, they might also test some understanding of the topic ... or not. With good technique you can get a pretty good score with limited knowledge.

ITIL V3 sample exam question: is it just vague or plain wrong?

It is sample exam questions like this that give candidates the cold horrors.

Community, Activity, Environment: put the main effort into changing the people and culture instead of twiddling with tools

Regular readers know the IT Skeptic is a big fan of the People Process Technology model for approaching any IT change/innovation/project. It is a model that seems to be honoured in the breach - people mostly ignore it. Maybe we can tweek it a little to get it to stick?

The new best book for introducing yourself to ITIL V3

The Official Introduction to the ITIL Service Lifecycle is a great book, very useful. It is the book that ITIL Version 3 needed. But now there is another official book produced by OGC that may just be a better place for ITIL Version 3 beginners to start.

Syndicate content