ITIL compliance supports goals, keeps systems running

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ITIL / ITSM

Here at the largest corporation in the world - named for its founder, ITSM (IT Service Management) is being rolled out in 2005 - so this article is spot-on there. Defining the interfaces between the ITIL/ITSM "roles" is the most difficult part. I am the owner of Problem and Change Management, and my biggest worries are the input to Problem and output from Change Management. ITSM starts all customer requests out as "incidents" and have to go through Incident Management - who are supposed to find a fix. If they are unable to find a fix, then the incident gets elevated to Problem Management. The Incident Management people are SUPPOSED to provide documentation on what was tried, what didn't work, what looked promising, etc.. Unfortunetly, they are used to being "lazy" and just forwarding incidents with little or no explanation. I just hope that they catch on to ITSM or it just won't work . . .

Posted by: Roger Ramjet   Posted on: 11/04/04 You are currently: a Guest | Members login | Terms of Use

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