Join us on Thursday, September 19th at 11am (Eastern) for a complimentary webinar; DevOps and the IT Culture Cocktail Party. Presenter: Jayne Groll, ITSM Academy Co-Founder. Register
Organizational culture plays a major role in adopting and adapting Service Management processes. Given the uptake of multiple frameworks, standards and practices, IT has actually evolved into a multi-cultural society, each with its evangelists and detractors. This presentation provides the ingredients for a potent “IT Culture Cocktail” using DevOps as the mixer. Come join the party and become an “IT Culture Mixologist”.
I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you.
Roles and Responsibilities: Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance.Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process.
Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the policies (r…
I was recently asked how ITIL helps in the management of
the SDLC (Software Development Lifecycle).
Simply put... SDLC is a Lifecycle approach to produce the software or
the "product". ITIL is a Lifecycle
approach that focuses on the "service".
I’ll start by reviewing both SDLC and ITIL Lifecycles and
SDLC - The intent of an SDLC process is to help
produce a product that is cost-efficient, effective and of high quality. Once
an application is created, the SDLC maps the proper deployment of the software
into the live environment. The SDLC methodology usually contains the following
stages: Analysis (requirements and design), construction, testing, release and
maintenance. The focus here is on the
Software. Most organizations will use an
Agile or Waterfall approach to implement the software through the Software
ITIL - is a best practice for IT service management
(ITSM) that focuses on aligning IT services with the needs …
Question: We currently track defects in a separate system than our ticket management system. With that said, my question is does anyone have suggestions and/or best practices on how to handle incidents when a defect is involved? Should the incident be closed since the defect is being worked on in another defect tracking system if it is noted in the incident ticket? I am considering creating an incident statuses of 'closed-unresolved' so the incident can still be reported on in our ticket management system but know it is being worked on/tracked in the defect system. With defects, it is possible that we may never work on them because they are very low priority and the impact is low to the user. However, in some cases a defect is being worked on. Should we create a problem ticket instead? Thanks, René W.
Answer: René. In ITIL, the activity you are describing is handled by the Problem Management process. ITIL does not use the term “defect” but it does use the term “known error” to…