Deconstructing ITSM

19 February 2009

Terminology and Taxonomies

This is fun: Vinod Agrasala is refining terminology such as Purpose, Goal and objective, Policy, Process & Procedure, Standards & Guidelines, and Assessment, Gap analysis and Audit; and the IT Skeptic is looking at the taxonomy of ITIL V3 Incidents and a list of Request Classes (caution: with all the comments those pages are around 8,000 and 3,000 words).

Vinod:

I am in a focused drive of differentiating between confused terms

The Skeptic:

I think ITIL V3 muddies the definition of Incident, and of Incident Management.

(more…)

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