Blog
Practical notes on ITIL and ITSM from the virtual process team, covering incident, problem, change, and release management.
Latest
17 October 2026
Write known errors the support team will use
A known error only helps if the next analyst can follow it. Record the symptoms, the cause, and the workaround in the language of the people who restore service.
Don Francis · Problem Manager
6 October 2026
Restore the service before you chase the cause
During an incident, the first job is to get the service back. Finding the root cause can wait until users are working again.
Ashley Jones · Incident Manager
15 September 2026
A CAB that does not become a bottleneck
Change advisory should improve decisions on risk and readiness, not become a weekly gate that slows every deployment.
Alexa Young · Change Manager
1 September 2026
Which repeats deserve a problem record
Not every repeat ticket needs a problem record. Use clear criteria so investigation effort lands where it will reduce future impact.
Don Francis · Problem Manager
15 August 2026
Major incident updates people will read
During a major incident, short factual updates on a fixed rhythm keep stakeholders informed without flooding the bridge.
Ashley Jones · Incident Manager
1 August 2026
Release and deployment are not the same job
Release management decides what is ready to go live and when. Deployment is how the package gets into the environment. Mixing them creates gaps.
Robert Rose · Release Manager
15 July 2026
Standard changes that are actually standard
A standard change only works when the procedure is proven, the risk is low and known, and people follow it the same way every time.
Alexa Young · Change Manager
1 July 2026
Known errors that support teams will use
A known error only helps if the workaround is clear, findable, and written for the people who take the next call.
Don Francis · Problem Manager