I would submit that reactive Problem Management success would be measured in a couple of ways: 1.) An on-going, downward trend in the volume of incidents over time 2.) Elimination of a recurring incident (measured in terms of however you determined that you had a recurring incident to begin with!). ...

My question to you is what is the "change release board"? I don't know of any reference within ITIL v3 to a "change release board". Having said that, this sounds like an example from an organization that has adopted ITIL concepts and adapted those concepts to meet the needs of that organization, whi...

While there are many considerations, basically the answer has always been "yes" - you should have separate Asset Management and Configuration Management processes. Whether it is ITIL 4, ITIL v3, or whatever framework, Asset Management and Configuration Management have two distinct purposes. Asset Ma...

hmm....good question. Working backwards, has your organization defined the criteria for when an incident becomes a problem ? For me, that drives if/when a problem record is raised. As it was reported as a single incident, my advice is to treat it as a single incident. Then, based upon the incident m...

Well, what you've described is typically how I've seen it done and how I advise my clients to do it. It is the Change Owner (whoever is responsible for the design, build, test, and implementation of the change - from what you've described, this would the IT Engineer) should agree with the business o...

Well, what you've described is typically how I've seen it done and how I advise my clients to do it. It is the Change Owner (whoever is responsible for the design, build, test, and implementation of the change - from what you've described, this would be you in this case) should agree with the busine...

Yes. Or yes. It is whatever you define it to be. :-) In most organizations, this is defined as a service request, because it is highly likely that users will forget passwords, and it is usually a simple operation that can be pre-defined (even automated?) for resetting a password. While it is a inter...

Both! (Although I would clarify that demand management may indirectly identify the need for new service package/model by providing demand information (ie Patterns of Business Activity or PBA) to portfolio management for evaluation, not necessarily *create the demand* for a new service. Demand manage...

It’s an incident because it is abnormal operation - the report did not execute correctly. As a result of incident investigation, you may raise an RfC within Change Management to correct the error. It is a ‘change’ and not a ‘service request’ because the data (if I understand your question) will be m...

Great question! Problem Management is a practice that is often under-estimated and under-resourced, yet - if done well - can provide great benefits. Some ideas to help get you off to the right start: First - problem management is not the job of a single person. It truly takes a village to do problem...

Hello Praveen - My advice is to categorize any change as 'failed' if the change does not accomplish its goal. By doing so, you'll be able to collect measures that may be beneficial in the future (for example, justification for investing in a test environment - each failed change today is impacting y...

ITIL uses the term "workaround" for what many organizations refer to as a "temporary fix".

Corde - This is a great question - and I'm afraid that I don't have a good answer for you. In my experience, this is always under the "art" category of the art and science of ITSM. While many organizations do take advantage of enterprise applications like an Oracle MRP or SAP, the vast majority of t...

Ah, yes.... the SKMS. So the first thing to understand is that ITIL is not a "standard", it is a collection of what are considered to be best practices for the delivery and support of services based on the use of technology. The fact that ITIL is not a standard is a good thing.... and occasionally, ...

Great question - and the answer is "it depends" :-) The reason why "it depends" is that every organization is unique - in some organizations, the SSL Certification administration is done by the network group (with input from IT Security); in other organizations, IT Security does the SSL Certificatio...