ITIL Glossary problems

[UKVIKING]

No Juice No Peas... wait

no juice no peas

liz, not to capitalize on the making this thread a lower case issue rather than an upper case issue but i think sue and i agree this issue should be formated properly as well as indexed

man.. it is terrible trying to find spelling puns without spliting your infinitive or dangling the modifier but...

i hope sharon taylor gets the glossary item below

ukviking - eats, shoots and leaves
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

[rpmason]

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.