The Agile Manifesto has borne not just fruit, but complete orchards and plantations. But as we know, that document intended to be a manifesto for agile software development. Let us examine how that manifesto may be adapted for service management. What would a Manifesto for Service Management Agility be?1 The Manifesto for Agile Software Development […]
incident
Problem Workarounds and Incident Resolutions
The Scope of this Discussion When a problem is identified reactively, it means that one or more incidents have occurredand it has been decided to take note of and perhaps investigate their underlying causes. I exclude from this discussion both the proactively identified problems—the problems identified before any related incidents have occurred—and those organizations that […]
How many incident models should you have?
I recently made a presentation, in the context of the TFT12 event, on techniques for advanced incident management. One of the important tools to use is the incident model. During the presentation, a tweet was made by a listener asking if the number of different incidents types, and hence models, would get out of hand. […]
On the architecture of IT service management tools
A common issue when implementing ITSM tools Often, while working on projects to implement a new IT service management tool, I have encountered the following remarks from one or more IT engineers. “Why are we implementing that new tool? Our team already has tools to do that.” To do what? Well, to manage the investigation, […]