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Reply to: Incident Managers Question
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Previously on "Incident Managers Question"
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Originally posted by Cowboy Bob
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Originally posted by malvolioNo, 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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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.
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Originally posted by Let-Me-InITIL is about process, although good people skills are amust but it is process.
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.
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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.
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Originally posted by Old GregWe're all engineers now.
maybe some are more equal than others?
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Originally posted by Let-Me-InGod made us all equal...
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Originally posted by OrangutanCowboy, You must either be a developer or an ops techy
God made us all equal...
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Originally posted by OrangutanCowboy, You must either be a developer or an ops techy
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Originally posted by Cowboy BobYou 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.
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Originally posted by Cowboy BobYou 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.
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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.
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Originally posted by malvolioITIL is not about process, it's about people.
ITIL is about process, although good people skills are amust but it is process.
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