One of my biggest bugbears in IT is the implementation of standards between companies, be this in job titles, procedures, iconography, conventions and so on. Now, it’s understandable that not everyone will agree on definitions, and different people have different understandings of ideas and concepts. A good example of these differences comes from defining terms used within ITIL for service management (helpdesk): What constitutes a service request? What constitutes an incident? What constitutes a problem? When does a change request need to be generated?
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