I agree with Ted! While both asset and configuration management are tightly coupled, the differing purposes makes management of the two more effective if they are treated as separate processes.

Cheers,

Corde

Hello, Thanks for such a well formed scenario, and for sharing your approach to identifying change success. I completely agree with your assessment that the change was implemented without issues, but a defect was discovered after the change was accepted in production, could be considered "Successful...

I agree with Ted that a password resets can be recorded as either an incident or request, but the rational for either should be clearly documented to reduce confusion. From my point of view, I would always treat requests to reset a password as service requests.

I had the same question before taking the ITIL 4 Foundations with Suzanne Van Hove through GoGoTraining.com. Concurrent with the training (and as Suzanne recommended), I read purchased and read the ITIL 4 Foundations book. From that my take is that the Service Value System, value chain and the relat...

The ITIL Foundations certification makes you better qualified for most Information Technology (IT) jobs than those who do not have that certification. If you were interested in Service Desk (aka Helpdesk), technical positions (network, server, database administrator), desktop support, change managem...

ITIL v3-2011 Service Operation offers a relatively small amount of guidance/information for how to position the many activities performed by IT applications development and support teams. Looking at service provision/service delivery contracts that I have worked with, they will include the usual Cha...

I agree with Marianne that working towards the ITIL Expert certification by taking the ITIL v3-2011 is the way to go at this time. The learning is exceptional through GoGoTraining and none of the training/certifications will be tossed away when ITIL 4 comes out.

Interesting points Ted. I think your thoughts are spot on. It may be helpful for some readers to add the ITIL 4 definition of practice, which is defined as "A set of organizational resources designed for performing work or accomplishing an objective". Given this definition and your observations, I w...

Someone recently asked me if the ITIL requires "soft skills", and while I emphatically said "yes" but without giving away why I think it does, what do you think? Are soft skills required in IT Service Management (hint)?

Hello James, I've been a huge fan of ITIL since I first discovered it, and I think what made it much easier for me to relate to (which then I hope it would be less mind numbing) was taking a professionally delivered Foundations class. That was back in version 2 and the instructor was able to relate ...

Hi Eric, Because it's my experience that practitioners and customers don't refer to services using the enhancing or supporting terms, I would have to generalize my answer that these terms would be limited to a discussion with someone who very familiar with the ITIL framework. I would also guess sinc...

Hello, Marianne answered this in the section. Here's what she wrote: ITIL V3 certifications never expire and V3 classes are available. The last date to take V3 exams is June 2020 so you will be sure to be able to find V3 classes until then. Options are live classroom, live online and self-paced. Loo...

I agree with @thecrowdtraining. PeopleCert makes it very easy to take the exam online and you get the results as soon as you submit your answers.

Spot on @tedderpd, I agree with you and also with the approach of not allowing the Incident record to remain open indefinitely. As an add-on approach to this situation, I borrowed from ITIL v2 the concept of "restore" as a point where the impacted users are able to resume their work and that identif...

Hello, Most ITSM tools come with a predefined set of CIs based on common infrastructure (e.g. HP, NetApp, etc.) or applications (e.g. Oracle, Solarwinds, etc.). These generally are used for discovery and also to enable populating your CMDB. If your ITSM tool doens't have a predefined CI for what you...