http://www.scottleckie.com ...how hard can it be?... Fri, 23 Dec 2011 01:55:54 +0000 en hourly 1 http://wordpress.org/?v=3.2.1 http://www.scottleckie.com/2008/12/so-whats-itil/ http://www.scottleckie.com/2008/12/so-whats-itil/#comments Mon, 29 Dec 2008 03:20:00 +0000 Scott Leckie http://www.scottleckie.com/2008/12/so-whats-itil/ My new favourite sentence starter is “so…”ITIL is the Information Technology Infrastructure Library (see Wikipedia)So what, so boring. Short answer? It’s Incident / Problem / Change…An Incident is when they call your help desk (ITIL=Service Desk). “It’s a disaster, I can’t get my email!!!”The resolution to the Incident can be as simple as “restart the mail server”. This is pure Service Desk “restore service” or, in the olden days of break/fix; “can you try turning it off and on”.Problem Management is about the holy grail of RCA (Root Cause Analysis) – so why does this keep happening? Because, my dear head-of-service, your Exchange server has 6GB RAM and runs out of memory ever ~7 weeks then it spontaneously reboots.The Change (remember [...]]]> http://www.scottleckie.com/2008/12/so-whats-itil/feed/ 0