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Response Management

The more I think about it the more convinced I become that the way ITIL and COBIT and ISO20000 structure incident and request fails the basic test of being customer-focused or business-aligned.

A list of Request Classes to help out ITIL

Recently we discussed how I think ITIL V3 muddies the definition of Incident, and of Incident Management. As part of that discussion I realised that my own list of Request classes had missed one, "Fault". That list came from my book Introduction to Real ITSM which is a satirical version. A more serious one was originally published by me in the article The Evolution of the ITIL Request on ITSMWatch.

So I thought I'd update my list.

ITIL V3 Incident Definition: Camels and Committees

ITIL defines an incident to be an impact on service or a failure of a CI that might impact service. I think that is clumsy. An incident is an impact on service. Period. A failure of a CI is something else.

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