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Riddle me this: matching ITIL theory to the real world

In this blog post, the IT Skeptic helps ask a real world question for a compatriot about how ITIL would define a particular incident that occurred in his day-to-day operation of the business. The question asks: how does ITIL define something that has been “resolved” (in this case, a batch job that didn't generate the correct results but immediately worked afterwards), without the help of the support team: According to ITIL, each incident has been resolved, because the “service” was available immediately after the failure to process the batch of applications. Clearly, we cannot just pat ourselves on the back and move on; we must process the missing applications. What is that activity called? What makes the blog post worth a look isn't the post itself, but the responses of ITIL practitioners who attempt to answer the question. The range of answers vary, covering the range from simply documenting the incident and moving forward to recognizing that the technology is functioning as planned   – but the result was a failure. The blog post attempts to bring the theoretical world of ITIL to the trenches of real-world use, and the results are both informative and revealing.


Comment 1
Comment ID: 39
Comment Date: 2012-03-22 13:59:36
Comment Author: Riddle me this: matching ITIL theory to the real world : AITS.org | ITIL Foundation Training
Author Email:
Author Url: http://www.itil-foundation.net/training-courses/riddle-me-this-matching-itil-theory-to-the-real-world-aits-org/
Author IP: 66.147.242.161
Comment Text:
[…] compatriot about how ITIL would define a particular incident that occurred in his day-to-day …aits.org/…/riddle-me-this-matching-itil-theory-to-the-real-worl… This entry was posted in ITIL Foundation and tagged certification, courses, exam, itil […]

About Anne Grybowski

Anne is a former staff writer for CAI's Accelerating IT Success, with a degree in Media Studies from Penn State University.

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