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ITIL :: View topic - ITIL for Dummies
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ITIL for Dummies

 
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missrissa29
Newbie
Newbie


Joined: Jan 30, 2008
Posts: 1
Location: Washington, DC

PostPosted: Thu Jan 31, 2008 12:58 am    Post subject: ITIL for Dummies Reply with quote

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! Very Happy
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dboylan
Senior Itiler


Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Thu Jan 31, 2008 4:30 am    Post subject: Re: ITIL for Dummies Reply with quote

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.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3316
Location: London, UK

PostPosted: Thu Jan 31, 2008 6:50 am    Post subject: Reply with quote

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
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Timo
Senior Itiler


Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Fri Feb 01, 2008 9:42 am    Post subject: Reply with quote

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. Smile

Cheers.
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dboylan
Senior Itiler


Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Sat Feb 02, 2008 12:08 am    Post subject: Reply with quote

Timo wrote:
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. Smile

Cheers.


I like yours better than mine.

Very Happy
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