With the publication of ITIL® ver. 3 in 2007, a clear stance was taken regarding the scope of change management. The authors of the Service Transition volume pointed out the rather obvious fact that changes at almost any place in the value network of service delivery could impact the quality of the services. Therefore, it […]
ITSM
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, […]
What is meant by severity?
Some practitioners appear to use the term severity interchangeably with other attributes of events and incidents, such as impact or priority. I propose here a simple way of distinguishing severity from impact, one that is loosely derived from ITIL®