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Alerts and Incidents
When I read the Event Management Process chapter in the Service Operations book I had a feeling of approval. Finally, they are getting it. But then I was confronted with the Incident Definition and I...
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The incident/service request debate
The line between an incident and a service request is often quite blurry and causes even the hardcore ITIL geeks among us to explosively disagree. As per ITIL v2, there was no such differentiation to...
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