Now this blog is starting to make progress, it is probably worth while starting a glossary of the key terms used within this blog. This is not an in-depth ITIL glossary, just a way of explaining what I am on about!
Incident - An occurence of an application or system not behaving in a way you would expect. An incident normally affects one user with a low impact and most times results in a call to the service desk
Problem - An service disruption that impacts your business in a significant way. It is normally an number of similar incidents in quick succession or a single incident with a big impact
Major Problem Report - Following a problem, the problem manager will normally issue a MPR showing the chronology of the problem, what went wrong, what was done to fix it and how you are going to stop it happening again
Service Catalogue - A list of all of the IT services used by your business. Can be expanded to show other information that may be useful (eg supported hours)
Service Level Agreements - A document agreed between the IT provider and the end user, documenting the expected level of service, service hours and restrictions that a service listed in the service catalogue will be provided under
