{"id":356,"date":"2014-04-01T15:00:37","date_gmt":"2014-04-01T15:00:37","guid":{"rendered":"http:\/\/itiltopia.com\/?p=356"},"modified":"2014-08-29T18:26:37","modified_gmt":"2014-08-30T01:26:37","slug":"i-love-the-word-issue","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=356","title":{"rendered":"ITIL has a Problem"},"content":{"rendered":"

\"2264310974_b7fdae5603_o\"<\/a><\/p>\n

We in the ITIL community have a problem (that is “problem” with a little “p”, not\u00a0“Problem” with a capitol “P”). The problem is that\u00a0ITIL has taken the most common word people use when life lets them down, and defined it with a very specific meaning. When speaking aloud, it is hard to differentiate verbally\u00a0between life’s little problems (with a lowercase “p”), and ITIL specific Problems (with a capitol “P”).\u00a0That is why when I speak, I very specifically never use the word “problem” unless I am talking about a series of Incidents with similar root cause, or a single significant Incident that is too painful\/costly to let happen again. This restriction on one of the more common words in the English language is a problem.<\/p>\n

So what words are left? Incident? Service Request? I don’t casually throw around the words incident or service request in my everyday conversation. I mean, really, who does? For most people you talk to, you might as well be speaking Latin.<\/p>\n

So I use the word “Issue”. The word “Issue” has not be co-opted by any framework to have a specific definition and can be used in place of the word problem with no loss of meaning or grammatical gymnastics.<\/p>\n

Also, when a user calls, do we know right away if it is an Incident or Service Request? Almost never. But we can say that a user is calling because they have an issue they need addressed. Is it a Service Request? Is it an Incident? Is it a Problem? Who knows? Right then, until I determine the nature of the call, it’s an Issue. Maybe it will become an Incident. Maybe it will be a Service Request. Sometimes it might escalate to the level of a Problem. But until I know how to define the nature of the call, it’s an Issue.<\/p>\n

You got an\u00a0issue with that?<\/p>\n","protected":false},"excerpt":{"rendered":"

We in the ITIL community have a problem (that is “problem” with a little “p”, not\u00a0“Problem” with a capitol “P”). The problem is that\u00a0ITIL has taken the most common word people use when life lets them down, and defined it with a very specific meaning. When speaking aloud, it is hard to differentiate verbally\u00a0between life’s …
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