Comments on: Implementing ITIL http://www.technologyprofessional.org/2009/04/implementing-itil/ Advance the profession. Advance your career. Wed, 30 May 2012 13:44:52 +0000 hourly 1 https://wordpress.org/?v=4.4.1 By: Dave Barrett http://www.technologyprofessional.org/2009/04/implementing-itil/#comment-29 Wed, 30 May 2012 13:44:52 +0000 http://www.technologyprofessional.org/tpv2/?p=1559#comment-29 The key to your success would appear to be indoctrination, and adoption of common sense rather than ITIL, such as switching focus from the sypmtoms to the causes. Tell enough people often enough your definition of incident and problem and they will end up going along with you. That does not mean, however, that your definitions are the best ones. I work in a support environment which has adopted the standard ITIL model of incidents and problems and I am constantly battling against it, and ending up wasting time duplicating information and looking for workarounds arising from a model that does not match the real world. It may be close for front-line Help Desks, but not for second or third-line support. I am sure that there is a model that would fit more widely, such as one based upon the user/support dialogue, but I fear that there has been too much investment already in the current model.

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By: Jan http://www.technologyprofessional.org/2009/04/implementing-itil/#comment-8 Wed, 13 May 2009 18:50:32 +0000 http://www.technologyprofessional.org/tpv2/?p=1559#comment-8 Implementing ITIL is easy, but does one know the key on how to run it successfully is always the question. You have provided outstanding inputs about the matter and I firmly believe about keeping on making changes because it creates a more updated output. We don’t have to adopt something that we don’t know so if one thinks of implementing ITIL in his business, he should know the twists and turns first. Good article, you give a very good insight.

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