I would actually go the other way. Those 2 specific areas are creating frictions in implementations and a better integration, especially in the application management space, would be appreciated. But I do agree that ITIL shouldn't re-define those spaces. Instead, I think it should focus on making re...

Agree with the above. For having done one recently, I would also respectfully suggests that you at least implement it using a version control tool (Subversion, which is free, would do fine) in order to: - Have some better access control functionality - Apply non-destructive updates - Have some contr...

This is true. Because many events will end up at the Service Desk, their nature may be confused with incidents, or even service requests. The V2 definition of an incident used to encompass events. I think it was fine that way. Problem Mgt and Event Mgt have the effect of reducing the complexity of w...

By no means can I fully comprehend the issue that you are presenting here but I can tell you this: 1) In principle, every technical incident is the symptom of a problem. Realistically, however, you are not going to do an RCA for every incident. So, placing the bar at a certain severity might help. 2...

Doober wrote:Canned metrics & KPIs are good for one thing and one thing only: sales demos.

LOL! So true...

Doober wrote:Anyone selling you metrics and KPIs "baked in" is just trying to blow wind up your skirt.

You Scottish?

Actually, a release sort of is a CI but that's not important in all honesty. It's a sideshow. What matters is: 1) Release & Config need to work hand in hand. If config needs a record in the CMDB, negotiate. Maybe you want a CM Plan as part of your release documentation anyway. It doesn't need to be ...

Agree with John + IMO if it looks like a duck, quacks like a duck and swims like a duck... chances are... it's a duck. When team X requests changes to be performed by Team Y, isn't Team Y clearly delivering a service to Team X? From your post I sense tension between team X & Y. If I were team Y, I w...