As a colleague and I once agreed: "They just don't get it do they?" What I thought was a clear distinction and fairly well explained in ITIL and other supporting publication s seem to be eluding many organisations and individuals. May I say, that this also includes some so - called "experts" in the IT Service Management field! The confusion over the difference between Incident and Problem Management is pervading the IT indust ry. The more organisations that I encounter who declare that they are implementing or doing ITIL Problem Management are simply not doing it!
Read the paper over at ITIL News here.