Wow, I can’t believe the amount of stir there is around this topic. Why is there so much confusion? Organizations try to put ridiculous rules, that are for the most part poorly defined and even more poorly enforced, around how critical their IT Services are to the operation of the organization. Does it affect customers’ …
Read more

I’ve been thinking a lot about Major Incidents (MIs) lately. I guess this is normal considering it is my week in rotation as the Incident Commander (IC) for a company that manages one of the largest networks of hospitals, care centers, and clinics in the United States. To say that it is a high pressure …
Read more

During most of my posts I take a shorthand method of talking about Incidents and equate them to a “Service Outage”, but truthfully, an Incident is defined more broadly than just when disruptions in Services are noticed by end users. So what conditions should be logged as Incidents? There are four conditions that should be the basis …
Read more

When teaching some of the intermediate ITIL courses, a fundamental realization came to me that is quite striking. The realization is that you cannot have true Incident Management without a mature Service Level Management process. Let’s say your organization has a tier one application that requires a high level of availability. One day a user …
Read more

A funny thing happened many years ago when I was taking my first ITIL course. It was a v2 Foundation course that I attended in Phoenix as part of a Pink Elephant conference on implementing ITIL. The class was delivered by one of the best instructor’s I have ever had the opportunity to be in class …
Read more

This may seem a little ITIL 101 for some of you, but I think there is value in covering some of ITIL’s basic concepts in detail. ITIL asserts that you Prioritize issues (Incidents, Problems, Changes, etc.), and work on the highest Priority issues first. You then work your way down the list of issues until you …
Read more

The true test of an IT organization’s maturity is how it reacts when a significant issue occurs. By significant issue, I mean that a large portion (or even the entire) organization’s ability to function is severely impaired due to an IT-related failure. What happens isn’t a test of any single group or process – it …
Read more