The Role of COBIT5 in IT Service Management

In Improvement in COBIT5 I discussed my preference for the Continual Improvement life cycle. Recently I was fact-checking a post on ITIL (priorities in Incident Management) and I became curious about the guidance in COBIT5. The relevant location is “DSS02.02 Record, classify and prioritize requests and incidents” in “DSS02 Manage Service Requests and Incidents”. Here […]

Improvement in COBIT 5

In a previous post I discussed starting your service or process improvements efforts with Continual Service Improvement (or just Improvement). I prefer COBIT5, and the issue is ITIL. The good news is the Continual Service Improvement is the shortest of the five core books of ITIL 2011. CSI defines a 7 Step Improvement Process: Identify […]