January 22, 2019
Common criticisms of ITIL’s shortcomings have led to the creation of other frameworks that attempt to either replace ITIL or complement its application, depending on the IT context.
One thing we find is that many new customers are surprised by how many parts of multi-step services they can automate through the service catalog. They might not have chosen an IT service management (ITSM) solution specifically to build workflows, but it often becomes the most important part of their service strategy.
Successful incident management will prevent these problems from interrupting business processes (any longer than necessary) or impacting other IT services.