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incident

A Manifesto for Service Management Agility—Part I

7 September 2017 by Robert Falkowitz 4 Comments

The Agile Manifesto has borne not just fruit, but complete orchards and plantations. But as we know, that document intended to be a manifesto for agile software development. Let us examine how that manifesto may be adapted for service management. What would a Manifesto for Service Management Agility be?1 The Manifesto for Agile Software Development […]

Filed Under: Service Management Tagged With: agile, change control, incident, ISO 9000, ISO/IEC 20000, kanban, manifesto, outcome, output, problem, service request, specifications, value

Problem Workarounds and Incident Resolutions

7 January 2014 by Robert Falkowitz 1 Comment

The Scope of this Discussion When a problem is identified reactively, it means that one or more incidents have occurredand it has been decided to take note of and perhaps investigate their underlying causes. I exclude from this discussion both the proactively identified problems—the problems identified before any related incidents have occurred—and those organizations that […]

Filed Under: Incident Management, Problem Management Tagged With: causality, cause, incident, known error, problem, return on investment, ROI, workaround

How many incident models should you have?

7 December 2012 by Robert Falkowitz 1 Comment

I recently made a presentation, in the context of the TFT12 event, on techniques for advanced incident management. One of the important tools to use is the incident model. During the presentation, a tweet was made by a listener asking if the number of different incidents types, and hence models, would get out of hand. […]

Filed Under: Incident Management Tagged With: incident, Incident Management, incident management tools, incident model, incident templates, maturity level, self-healing

On the architecture of IT service management tools

17 November 2012 by Robert Falkowitz 3 Comments

New IT service management tool architecture

A common issue when implementing ITSM tools Often, while working on projects to implement a new IT service management tool, I have encountered the following remarks from one or more IT engineers. “Why are we implementing that new tool? Our team already has tools to do that.” To do what? Well, to manage the investigation, […]

Filed Under: Service Management Tools Tagged With: application architecture, incident, Incident Management, incident management tools, ITIL, ITSM, service management architecture, service management tools

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