The IT Skeptic - Comments for "Problem management process graph is wrong"

Are there any?

mbuzina — Tue, 10 Mar 2009 19:03:21 +0000

Maybe everybody is smart enough not to subscribe???

nah, for every fad there is a customer...

neither

skeptic — Tue, 10 Mar 2009 06:27:23 +0000

seems like neither of their subscribers wants to comment...

Any ITIL Live user reports yet?

kengon — Mon, 09 Mar 2009 21:33:17 +0000

Haven't seen any on the web and I know that Skep has asked. Anyone have any insight into this? Inquiring minds want to know...

kengon

Again a good example of "(un-)intelligence of the market"

mbuzina — Mon, 09 Mar 2009 09:21:15 +0000

That goes to show, markets tend to go to high risk products with lousy quality and a large marketing budget....

Sometimes being skeptical is close to building a depression. I have continued this BOKKE a little on my own blog in the post Quality of the ITIL(r) documentation, for those who want to read a bit more.

Is there anyone out there who pays ITIL(r) live? Are they really improving? Or plainly copying stuff from others that have improved the processes on the web?

The known-error sub-process

aroos — Sat, 07 Mar 2009 09:15:00 +0000

What seems to have happened is that they forgot to write the known error sub-process. It is mentioned a couple of times elswhere in the SO book but not in the Problem Management chapter.

Aale

ITIL V3 process documentation sucks

skeptic — Fri, 06 Mar 2009 20:45:08 +0000

Agree. I've heard it said that a workaround is a pre-req to a Known Error but the book is quite explicit that it isn't 4.4.5.7
ITIL V3 process documentation sucks at a strict process level. Sometimes this arises because it isn't a process at all (see many of JVB's comments). other times like this one it is just vague (sloppy?).

TSO are busily improving the process documentation on ITIL Live. Or so I'm told - I ain't paying the price of a small car to find out.

OGC isn't going to do anything about it in core ITIL V3: "process" is so last millenium, "service" is where it's happening. Besides, look at the aftermarket it generates...