Better Outcomes: Integrating Defect and Problem Management

While a primary objective of ITIL’s Problem Management process is to prevent problems and resulting incidents from happening, most organizations commonly start implementing Problem Management with a reactive approach. This is commonly referred to as “reactive” Problem Management (PM) because, as its name implies, a service disruption has already occurred. On the other hand, “proactive”…

ITIL Processes are No Panacea

What are you really trying to do with IT service management (ITSM) Are you focused on aligning your organization with ITIL or some other framework; or are you concentrating on process improvement? Too often I see the two confused; with ITIL alignment mistaken for process improvement instead of being treated as one tool in the…

Incidents and Problems: What’s the Difference?

When Mary Delhaye reported yet another issue with the application she owned, she was lucky enough to walk across the office and talk to the service management team directly. At the headquarters of the French financial services company where she works, the developers, service team and business owners are all in close proximity — although…