Incident Mgmt and...
Look, if you want to make something important, give it some theme music. And if anyone is gonna give the ITIL processes a theme-song, well, why not me?
And Incident Management? If anything needs a desperate (but hopeful) theme song, it's Incident Management…
Born out of desperation, Incident Management tackles those hopeless issues, you know when your server's in, er hock. You know, when it's tough, so tough.
Before Incident Management was a process, everything and anything set our hair on fire. Anytime any technology "broke" and people would run around randomly with no plan, no order or organization. In the "old days" (before hip open workspaces with nerf-guns and fancy coffee pods), we called it "gopher IT" - people popping up, over their "cube", running 'round in circles, calling other people over to stop their work. Basically, working on docks, diners, anything to get by...
But thanks to Incident Management, we approach the fire (or broken thing) with process and order. We hold on to what we got - er - we document, prioritize, categorize and assign it to right people (Johnny and Gina), instead of everyone and anyone. Applying process to that chaos is huge! Whoa, we're halfway there!
OK, probably enough silliness for one post - but if the Incident Process had a theme song - I'd have to go with LIvin' on a Prayer.
Now I have this friend (clkelley, she's putting in her vote for "I need a hero" as the theme song for Incident Management. She makes a good case - and I'm hoping she'll post it here in reply. In the meantime if you want to see a real overview of how Incident Mgmt works, try here...
In fact… I'd love to get YOUR thoughts on this… What's the best theme song for Service Level Management? Problem Management? Any of these processes - let's here the what and the why - could make some of this ITIL stuff fun to read for a change…
Thanks to trmiller0805 amullendarby xianoh gavinsn staceybailey and the rest of the training team for their ideas for theme songs for some of our classes.
Thanks also to clkelley for bouncing ideas around with me - stay tuned as she and I dig out some theme music for…
Change Management!
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