Incident Managers Question

[Let-Me-In]

ITIL is not about process, it's about people.

ITIL is about process, although good people skills are amust but it is process.

[Cowboy Bob]

You can tell the people in this thread are in management. Incident Management vs Problem Management - who cares? FFS, the job is to make sure that something gets fixed - that is all.

[Let-Me-In]

You can tell the people in this thread are in management. Incident Management vs Problem Management - who cares? FFS, the job is to make sure that something gets fixed - that is all.

Yes, but also to make sure it gets fixed properly!!! And it also helps if we can understand why the hell it broke in the first place!!!

[Orangutan]

You can tell the people in this thread are in management. Incident Management vs Problem Management - who cares? FFS, the job is to make sure that something gets fixed - that is all.

Cowboy, You must either be a developer or an ops techy

[Cowboy Bob]

Cowboy, You must either be a developer or an ops techy

Titles are for permies and management only. No-one else cares.

[Let-Me-In]

Cowboy, You must either be a developer or an ops techy

God made us all equal...

[Old Greg]

God made us all equal...

We're all engineers now.

[Let-Me-In]

We're all engineers now.

maybe some are more equal than others?

[lukemg]

Just had a private message, I hope the sender won't mind me sharing -
' IM Question - So are you an agent or client or what? '

Answer - Just a humble contractor same as you good folks. Finding myself in a strange consultant role concerning total re-org of an Incident team. Plan is ambitious and relies on provision of a number of focussed and skilled Incident staff or people with comparable skills. These will be a mix of perm and contract (wherever the appropriate people can be found).
Cheers all.

[malvolio]

ITIL is about process, although good people skills are amust but it is process.

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.

And if you want to be strictly accurate, ITIL is actually about running end-to-end IT departments and production life cycles, a view that is now being re-emphasised in the Version 3 release.

But I also have major issues with "ITIL compliance" as a fixed objective, since it is a best-practice framework, not a rigid methodology. Then again, I hate availability rates set to 99.98765% with 2 hours a week planned downtime as well, but that's a whole other story.