Say it ain't so!! ITIL V3 Incident and Problem processes do not determine the affected service

This BOKKE (body of knowledge known error) has been posted for a day or so, hundreds of views. I was sure someone would say "no you idiot, service impact analysis is right here" but not one. It seems to be true.

Incidents overwhelm problems

Problems suffer from the important/urgent dilemma. They are very important but struggle to get attention in the less mature shops over the incoming bombardment of incidents.

This is over simplistic but cute

Defining terms in Root Cause Analysis - let's be clear what we mean

We have a great discussion going regarding Root Cause. As usual so much comes down to precise definition of terms. What does Root Cause mean?

Root Cause Analysis can't be done by machines

Vendors are making a fuss about their Root Cause Analysis (RCA) features in their tools. People Process Things once again: who says Root Cause is in the technology?

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