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by Ray of Light 06/06/2006, 12:45pm PDT |
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It's terminology. What you used to call break/fix, you now call "incident management". What used to be called root cause analysis is now "problem management". Documentation is called "configuration management." Assuming you're doing all of these things already, you can just keep doing them.
In our OMGLOBALIZED world it's useful to have standard words with standard definitions, so go ahead and adopt them. It's not a big deal unless you make it into one: many companies have cultures that forbid minor initiatives, so the ITIL framework provides all the necessary pomp and bullshit required to blow it all out of proportion into sko paradigm shift.
Ray, ITIL certified since 2004
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