This article explains what the CAB is, how to constitute it, our recommendations and how it can be managed into Octopus. As a bonus, we offer general advice on holding effective meetings!
Event Management is an ITIL® process that is part of the Service Operation phase. This article présents basic concepts about this process.
Problem Management is the process that is responsible for managing the lifecycle of all problems. The objectives of the Problem Management are to prevent problems and resulting incidents from happening, eliminate recurring incidents and minimize the impact of incidents that cannot be prevented.
ITIL® is a set of best-practice publications for IT service management. It gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. This article presents basic ITIL® terms used in Octopus.
Incident - Diagram of status Wiki article illustrating the different status of an incident: New, Assigned, In Process, Pending, Suspended, Resolved and Closed.
Many IT organizations want to become more efficient to improve the IT service to users. The operation mode of IT teams is revised, procedures and roles change, methods are challenged and ... resistance to change is encountered.
This article presents few key concepts of Change Management process according to the ITIL® framework; the process described below has been simplified for a better understanding and easier implementation.
The table below contains the designation of ITIL acronyms that can be used in articles or Octopus Wiki. You will notice that the acronym remains the same whether in French or English.
The term service request is used as a generic description for many different types of demands that are placed upon the IT organization by the users. Many of these are typically requests for small changes that are low risk, frequently performed, low cost, and with predefined steps (e.g....