RACI Matrix - Responsible vs Accountable

ITIL: RACI Matrix

R(esponsible) – Who is responsible for actually doing it?
A(ccountable) – Who has authority to approve or disapprove it?
C(onsulted) – Who has needed input about the task?
I(Informed, kept) – Who needs to be kept informed about the task?

Reference:
The RACI Matrix – Who’s Responsible, Accountable, Consulted… and kept Informed

Purpose vs Goals vs Objectives

ITIL : Purpose vs Goals vs Objectives

Purpose = Why implement the process

Goal = What we want to achieve

Objective = How we want to achieve


~.~   ~.~   ~.~

Purpose, Goal and objective

A Purpose is a desired end result;  The reason why the (process, project, role or whatever the purpose is being written for) exists

Purpose is usually single, goals usually single or two. Objectives can be multiple statements – basically representing actions that will lead to achievement of the specified goal.

~.~ ~.~ ~.~

Goals are broad objectives are narrow.

Goals are general intentions; objectives are precise.

Goals are intangible; objectives are tangible.

Goals are abstract; objectives are concrete.


Goals can’t be validated as is; objectives can be validated.





Reference:

ITIL : Purpose vs Goals vs Objectives

Purpose, Goal and objective!

ITSM viewpoint: The Real Value of ITIL Incident Management

Incident Management is to rapidly restore service to the customer - true, and a good start.

Real value of Incident Management is to improve the business value of IT services.  

How?   read on ... 

Reference:
The Real Value of ITIL Incident Management

Standard Change vs Normal Change

Standard Change vs Normal Change -

Standard Change = low risk, relatively common and follows a procedure or work instruction - for example, a password reset or provision of standard equipment to a new employee = logged and tracked using a service request

Normal Change = not an emergency change or a standard change = follow the defined steps of the change management process

Reference:
Confused between a normal change and a standard change

Automate the ITIL Service Management

Why we need automation in ITIL service management?

Monitoring and measuring 
Generating automated alerts 
Maintain an up-to-date Configuration Management System
Sophisticated modeling and simulation 
Artificial intelligence - root cause analysis, through sophisticated alarm and control systems, to complex scheduling and resource management. 
Workflow management 
Integrate across different Service Management Processes and Functions

link:
How do you automate the ITIL service management process

Functions vs Process

Function = group of people and related resources for carrying out a set of activities = uses it's skills to carry out activities
Process = set of activities which achieve a particular business goal

Service Catalog vs Service Portfolio

Service Catalog = all services that are currently available to end users.
Service Portfolio = Service Catalog plus services that are presently in the planning and development phases, or have since been retired.

Reference:
Understanding ITIL Service Portfolio Management and the Service Catalog

OLA vs SLA

Operational Level Agreement VS Service Level Agreement

OLA = contract between the internal support groups = maintenance and other services
SLA = contract between the service providers with the customers = service uptime and performance

Reference:
Difference Between OLA and SLA

Service request vs Change request

As I was studying for ITIL foundation v2011 exam, I came upon interesting review questions which needs more clarification.  These are those that I researched & clarified along this journey:

Service request vs Change request
service request =  request by standard users via service desk and is usually a fulfilled through Request fulfillment
Change requests = requests for modifications required in any part of the Services (Service management systems or underlying systems and components)

more about this:

Service Requests vs. Changes