Comments on: The benefits of describing ITIL incidents in object-deviation format http://blog.kathyreid.id.au/2008/10/18/the-benefits-of-describing-itil-incidents-in-object-deviation-format/ Posts on ITIL, Kepner Tregoe, knitting, PHP and other free and open source (FOSS) tools Mon, 19 Jul 2010 11:25:14 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Alec Clews http://blog.kathyreid.id.au/2008/10/18/the-benefits-of-describing-itil-incidents-in-object-deviation-format/comment-page-1/#comment-1212 Alec Clews Fri, 05 Dec 2008 04:07:04 +0000 http://blog.kathyreid.id.au/?p=66#comment-1212 An excellent post. It's also a good idea to have a standard set of terms to be used by the agent when writing the object and deviation If these term (the object names or descriptions) can correspond to the terms used to describe the IT components and services in the ITIL libraries, config system etc. as far as *practical* it helps avoid further confusion. However don't over burden the user with the jargon of course. I guess the final point is that there needs to be a clear correspondence (a translation table?) between the terms used by the incident desk with the users and the nomenclature used in the rest of the ITIL processes. An excellent post. It’s also a good idea to have a standard set of terms to be used by the agent when writing the object and deviation

If these term (the object names or descriptions) can correspond to the terms used to describe the IT components and services in the ITIL libraries, config system etc. as far as *practical* it helps avoid further confusion.

However don’t over burden the user with the jargon of course.

I guess the final point is that there needs to be a clear correspondence (a translation table?) between the terms used by the incident desk with the users and the nomenclature used in the rest of the ITIL processes.

]]> By: John Borwick http://blog.kathyreid.id.au/2008/10/18/the-benefits-of-describing-itil-incidents-in-object-deviation-format/comment-page-1/#comment-1134 John Borwick Mon, 10 Nov 2008 19:01:04 +0000 http://blog.kathyreid.id.au/?p=66#comment-1134 Thanks for this post. This technique for standardizing and clarifying an incident summary could help us as we improve our incident management procedure. FYI we've also cited you at http://itsm.is.wfu.edu/node/100 :-) Thanks for this post. This technique for standardizing and clarifying an incident summary could help us as we improve our incident management procedure. FYI we’ve also cited you at http://itsm.is.wfu.edu/node/100 :-)

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