NetCom Learning Blogs

Businesses are rapidly incorporating ITIL (Information Technology Infrastructure Library) framework into their diverse processes to leverage its potential capabilities for enhanced business performance. ITIL framework outlines the best practices and envisions service improvements from the IT service management to enhance efficiency and optimize service delivery cost, provided the touch points are identified timely during the service lifecycle execution. Termed as Continual Service Improvement (CSI) in ITIL, this approach includes a module, defining the techniques and processes to help to align the service levels with continuously changing business processes. The CSI (Continual Service Improvement) process in ITIL is a seven-step process comprised of the following stages: Define Objectives: The first stage involves clearly defining the objectives to improve the business processes and patterns of service delivery. This includes identification of services and the extent...

In IT service industry, the two terms “problem” and “incident” are often used interchangeably and are further confused with “issue”, if used to address a critical situation. ITIL (Information Technology Infrastructure Library), a holistic framework ensuring efficient IT service management clearly defines and differentiates between an incident and a problem. ITIL outlines the entire process involved in the incident management, that is highly essential to address and fix the hurdles to the smooth service operations and delivery well in time. What is the difference between the incident and problem as per ITIL? As ITIL foundation course lays down the definition of an incident , it refers to an unplanned disturbance in the service. Any issue or problem that doesn’t cause any hurdles to the service operations and delivery, it cannot be regarded as an incident, even though if it is unplanned or unexpected.  A problem refers to the cause that leads to the occurrence of an ...