Posted: Tue Apr 01, 2008 12:49 am Post subject: Would the "real" V2 Glossary please stand up
We are implementing ITIL v2. We do not plan to implement V3 at this time. The definitions in the "official" V2 glossary (at best-management-practice [dot] com) are the V3 definitions.
Definition of Incident:
From the "official" V2 glossary:
(Incident Management) An unplanned interruption to an IT Service or reduction in the Quality of an IT Service. Any event which could affect an IT Service in the future is also an Incident. For example Failure of one disk from a mirror set. See Incident Management, Incident Record.
From the Blue Book (Service Support):
An event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.
Although the two definitions are mean basically the same thing, it is confusing for some of our team members who are studying the blue book. I'm writing policy and procedure docs and the correct definitions for the version we're implementing would be helpful.
Did anyone save the "real" V2 glossary? Could you post it somewhere or email it to me? Thanks! P.S. I have emailed the ITIL editor.
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