ITIL: Dangers of Treating “Everything” as an Incident
By Bob Faerman
Whether or not formalized processes are in place, most IT groups do recognize that there are distinct differences between activities that ITIL would formally classify as incidents, fulfillments, problems, and the projects that are undertaken to improve an architecture or add new functionality. The user community, including senior management, also realizes that the restoring service (incidents) is different than a request for something new (fulfillments), though some grey area may exist between problem management and projects. So why do IT groups attempt to track them all in the same queue, as incidents?
Perhaps the reason is as much financial as anything else, mixed with a misunderstanding of some of the risks of mixing different activities into dissimilar groupings. Most popular software tools license an individual module for each ITIL process, thus to implement service management properly for incident management, request fulfillment and problem management would require the purchase of at least three modules with integration between them. Read the Complete Article