ITIL for Dummies

[missrissa29]

Hello All -

I am new to this site, but have been reading for a very long time now. I am a service desk manager for a small non-profit organizations and I am attempting to explain sine basic ITL terms to my more technical counterparts who have had little to no exposure to ITIL methodologies.

We are currently implementing Frontrange ITSM and I feel that it is important for my Sys Admin and Developers to understand these basic terms.

That being said, would you all care to share your "dumbest" definitions and how they tie together for the terms below.

incident
problem
change
service request


thanks and i look forward to learning and sharing ideas with you all.

Peace!

[dboylan]

Incident - An event that is not part a normal Service that causes, or may cause, an interruption or reduction in quality of that Service.

Problem - A condition identified from multiple Incidents exhibiting similar symptoms indicative of a single error, or from a single significant Incident for which the potential for recurrence is unacceptable.

Change - A change in the State or Attribute of a Configuration Item.

Service Request - A request for documentation or information.

[UKVIKING]

Get the ITIL Glossary from OGC.

Use that as the basis to come up with simple terms
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[Timo]

Incident - something broke
Problem - something broke big time or same thing continues to break repeatedly
Change - make something different from what it was before
Service Request - something is working, users just don't know how to use it or can't do it themselves

So, little sarcasm, but ITIL defines these terms in a pretty self explanatory manner.

Cheers.

[dboylan]