Incident Managers Question

[Let-Me-In]

No, after some 15 years experience in ITIL (and rather more in Service Management) I would say that any damn fool can extract a viable process from the books, but it takes a lot of work and people skills to introduce those processes into an existing department and socialise them to a largely hostile technical support group. Yuo can't simply bolt a process map on to a team and suddenly become an ITIL-compliant organisation, much as most senior managers would like to think you can.
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So, to get away from this p*ssing contest...I don't care how long you have been doing it. For the record I have been doing it about the same time and in some of the country's largest organisations.

I don't believe anyone mentioned:

"bolt a process map on to a team and suddenly become an ITIL-compliant organisation".

I don't believe there is such a thing as "ITIL Compliant" as ITIL is a framework, not a rigid process.

I also don't believe that you "extract a viable process fromthe book" as most companies now want a more pragmatic approach while still using ITIL as a methodology.

[malvolio]

Which is what I said, I believe... Ho hum.

[Cowboy Bob]

Ahh, management speak

I'd love to play Bullsh!t Bingo in a meeting with you guys. I'd clean up...

[Let-Me-In]

Ahh, management speak

I'd love to play Bullsh!t Bingo in a meeting with you guys. I'd clean up...

Nah, I've played that game...good fun though....

[wizard1974uk]

Or check out this book:

http://www.amazon.co.uk/Little-Book-...4924959&sr=8-1