Service Operation

There are two references to Known error sub-process in the SO book.
For example Chapter 4 states:
Problem Management involves root-cause analysis ... and a Known Error sub-process to allow quicker diagnosis and resolution if
further incidents do occur.

In the Problem Management Process there is no reference to this sub-process and I cannot find the description anywhere.

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

4.4.5.8 ‘Change Advisory Board Emergency Committee (CAB/EC) to facilitate this urgent action.’ change to ‘Emergency Change Advisory Board (ECAB).’

58
In first sentence of section 4.4, ‘unknown’ deleted
61
In first bullet point of 4.4.5.1 ‘an unknown cause’ changed to ‘a cause’

http://www.best-management-practice.com/changeLog/maintainIssue.aspx?ID=... describes this error: 6.3.4 Technical Management Organization. Third paragraph begins with the words "IT Operations Management" This should be changed to "Technical Management"

I disagree. I think they are referring to the broader IT Operations Management correctly. Included here as NOT an error :-D

I do not understand second part of the definition of an event (Service Operation, Page 35, 4.1 Event Management).

The definition seems to include 2 parts : one which is consistent with the Event definition in the glossary (Service Operation, page 232) and the second starting with "evaluation of the impact".

There is a missing line in the right hand column if you compare it's length to that of the left colum.

My explanation to this is there is probably some text missing. Something like "(...) of IT Service. Event Management implies evaluation of the impact (...)".

chapter 2 in each book should describe it from a volume perspective: Therefor paragraph 2.4.3 should be the value of the volume to the business... (see service design). In SO it is a generic value to the business. In SS it does not have the value to the business described. Better alignment between these values would be beneficial.

pure pedantry:

Chapter 2 is in all books (though with very subtle editorial differences).

2.2.1 the text at the start in a box defining a service is almost identical with the following paragraph - should have been edited?

SO p66 "the KEDB, like the CMS, forms part of a larger... SKMS" Clearly distinct.

ST p 68 "The CMS maintains... any related ... known errors". included.

NB there appears to be no mention of KEDB in ST?

Figure 4.8 in Service Transition and Figure 4.6 in Service Operation are both exactly the same, but one is a representation of a CMS, the other a representation of a SKMS if you read the subtitles.