Formal definitions and data models for ITIL/ITSM concepts
During this holy week, I read the ITIL v2 Service Support and Service Delivery books. Both are full of ambiguity in the descriptions of the core concepts in the IT Service Management philosophy: Incident, Problem, Known Error, Configuration Item and so on. However, until 6 days of only thinking in that I saw the light, this great book:
Now, is more feasible to implement the multi-organization CMDB that I’ am designing for Fluidsignal Group in Twiki. For now, I only have the prototype in our testing environment, but everything looks very good for the presentation on friday to all the company. I think that all of these are great steps going forward our ISO/IEC 20000 certification and a better work everyday.