ITIL, SLA, and Triage

ITIL Compliance Or Proper Triage Methodologies? Ah, yes, the good ol’ days. A customer calls into the Service Desk, opens a ticket, the ticket gets classified and worked, potentially being resolved on the same call. When it couldn’t, it was worked within an agreed...

ITIL: The ITSM Bible

Is ITIL the ITSM Bible? It has often been suggested that ITIL is the bible for IT Service Management. Indeed, there are some similarities. And also some differences! Consider the following: Many quote from the books, fewer have actually read them.  Taken out of...