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 is what is says:
3. Prioritise service requests and incidents based on SLA service definition of business impact and urgency.
Yes, that’s all it says. Clearly COBIT5 has some room for improvement.
COBIT5 is an excellent resource that compliments several frameworks, including ITIL, without being able to replace them. For the record, the COBIT5 framework says it serves as a “reference and framework to integrate multiple frameworks,” including ITIL. COBIT5 never claims it replaces other frameworks.
We shouldn’t expect to throw away ITIL books for a while. Damn! I was hoping to clear up some shelf space.