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-2
votes
1answer
252 views

ITIL Incident Classification - Fault vs SR vs Technical Incident [closed]

I am new to ITIL and Incident classifcations and I am trying learn more about them and understand how they could integrate in our organization. I have found it difficult to find a clear definition of ...
0
votes
6answers
598 views

How would one start with assesing and organizing an IT department? [closed]

I started working as an IT department manager in a non-IT company. One of my first assignments is to get some estimate of the current state of IT, so we could plan for service monitoring, ...
5
votes
1answer
411 views

Prioritization of requests in a small IT department

I'm looking to implement ITSM in a two-man IT department. We have a web-based workflow system where five request types have been defined that end up in our department. The rationale behind the ...
1
vote
1answer
99 views

Are there any good references coparing Software Development CM best practices to IT CM best practices?

I have spent my career on the software development side of things and in the latter part have become more and more involved in the realm of Software Configuration Management. Now I am moving into an ...
2
votes
2answers
374 views

How to document configuration changes from incidents

how do you document changes to your configuration which were made during an incident? In ITIL incident- and configuration-management are two different processes but they are related at this point. My ...
12
votes
6answers
5k views

Is anybody using Splunk in a large-scale production environment?

I've been watching the videos at splunk.com and really it's hard to believe that one can get all those features for free, there's still that "where's the catch?" in the back of my head. So it'd be ...
25
votes
7answers
1k views

Is ITIL worth implementing?

I see from "The Joel Test for sysadmin jobs" question on ServerFault that no one said the company better be using ITIL or they wouldn't work there. In fact, no one mentioned ITIL at all. Is ITIL a ...