request

Response Management

skeptic — Tue, 13 Oct 2009 16:43:15 -0600

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

skeptic — Sun, 15 Feb 2009 13:37:12 -0700

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

skeptic — Wed, 11 Feb 2009 01:20:44 -0700

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.