ITIL Tattle

ITIL Tattle

Blog posts on ITIL and ITSM news and best practice from the ISG ITIL Team

Category: Incident Management

Doing certain things now will give us breathing and thinking space to assess our next response. First aid training includes a pre-prioritised list of immediate actions. Battlefield medics use MARCH, which in priority order means: Massive hemorrhage – if this isn’t stopped rapidly, everything else is in vain Airway – ensure an airway, as without a […]

The word “Incident” has been used for many years at The University of Edinburgh. We used it in our original Call Management tool Remedy, then in CMS and when UniDesk our current ITSM tool launched, our individual tickets were called “Incidents”. This never really sat well with the ITIL aware among us and so, in […]

A situation when in the opinion of the master, the vessel, vehicle, aircraft or person is in grave and imminent danger and requires immediate assistance. International conventions (SOLAS, COLREG) clearly establish when a distress signal (such as a “Mayday” call) may be made.  These same conventions bind those that receive a distress signal to respond in a particular way. Our […]

“He uses statistics as a drunken man uses lamp posts – for support rather than for illumination.” Andrew Lang So you need to do reporting and you think that adding categories and subcategories will be the solution? But what if you are wrong? Sometimes the obvious go-to solution is not the optimal solution; neither for […]

  ITIL has been designed to use a common language to describe processes and functions as clearly as possible. Incident Management is a good example of this.   Incident Management is the most mature of the ITIL processes that we use here at The University of Edinburgh. The process was designed in collaboration with the University […]

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