A Tech Life

Check out this enlightening article by ITSM Watch columnist Rob
England on the evolution of the humble request from no standing at all to an
equal peer of the Incident in the latest version of ITIL. The request
continues to grow in importance with each new version of ITIL, writes ITSM
Watch columnist Rob England. With the
recent release of ITIL v3, the differences and changes should be noted when
using ITIL for your service management framework. This article will help illuminate the changes
and discuss the affect they will have on existing ITIL-based operations. Take careful note of his points regarding the
SLA(s) as this is a point of continuing
confusion for many. By the way ITSM
watch is a great source of information on IT service management.