03-07-2009, 05:03 PM
Pick a model and the challenge becomes aligning to incidents and problems. Among the models are the two most popular:
Obviously, there is competing terminology when compared to ITIL/ITSM, but, obviously, there is a lot to be learned from the body of work and knowledge from the software engineering domain. I'll leave the reconciliation to you, but don't let good ideas slip away just because they are framed in other than ITIL's rigid terminology.
As a bonus, Stefan Wagner's Defect Classification and Defect Types Revisited is an excellent read that should provoke even more thoughts on the subject.
- IBM's Orthogonal Defect Classification (ODC) Hewlett Packard’s Defect Origins, Types, and Modes (compared to IBM's ODC)
Obviously, there is competing terminology when compared to ITIL/ITSM, but, obviously, there is a lot to be learned from the body of work and knowledge from the software engineering domain. I'll leave the reconciliation to you, but don't let good ideas slip away just because they are framed in other than ITIL's rigid terminology.
As a bonus, Stefan Wagner's Defect Classification and Defect Types Revisited is an excellent read that should provoke even more thoughts on the subject.