Brady's Blog

My answers to some of your Service Management questions

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Request Fulfillment

Understanding request fulfillment can have a huge impact to operations and for your users

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Every IT organization provides what I call Professional Services to the business. These Professional Services are very similar to a consulting organization providing services to their clients. Each time the business asks IT to do something on their behalf, it incurs a level of effort and thus and expense of resources (time, people, money, etc). Many of these requests may be addressed through processes such as Change Management, Incident Management, etc., while others may be well-defined requests and addressed through Request Fulfillment.

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This debate has been going almost as long as "which came first, the chicken or the egg?" If you read any ITIL forums, you will undoubtedly find this question posted at least once a year.

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Latest Blog Posts

11 Common Mistakes People Make after an ITIL Foundations Course

As IT organizations strive to provide more value to the ever-evolving nature of business, the ITIL v3 Foundations Course has become very popular and teaches the concepts of managing IT as a set of services. This Service Management view of IT has become more and more popular in the past few years and is gaining momentum every day.

When students take the ITIL v3 Foundations course, they often leave the classroom excited about how they can adjust the way they work to help the business meet their business needs. Many times, this excitement is coupled with the desire to act immediately to show what people have learned from the course. This desire for immediate action can often be misdirected with negative results.

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Incidents vs. Problems

The concepts of incidents and problems can be confusing and I’m often asked “When does an incident turn into a problem?”  The answer is, never.

Incidents are symptoms; problems are the cause. To illustrate the difference, an analogy may help.

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What is the difference between Service Management and ITIL?

Consider any service industry, such as teaching, banking or restaurants. Each of these industries have their own unique set of challenges – not only in its industry, but also as an organization’s maturity grows. As a restaurant, for example, grows from a neighborhood eatery to a national chain, the ways of working must become more formalized.  This formalization allows the restaurant to be more consistent in their delivery of services and, hopefully, more profitable.

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