Seeing the Forest Through the Trees

摘要

With the declaration of his name among others at the enterprise role assignments meeting stillringing in his ear, he remembered vividly the day not long ago when he passed the ITIL v3Foundations test after sitting for the three-day course, confident that he'd never have to refer backto his notes. He remembered thinking that he had the jargon down, knew the ITIL lifecycle phases,and had some vague notion of configuration-something improvement... or was that continualservice implementation... he couldn't quite put it together. Bottom line — he could engage in anintelligent conversation about service management, ITIL, and maybe ITSM without beingembarrassed. But now... "Oh Joy!..." it seems his Foundations certificate had put him in the hot-seatas the owner of one of the enterprise processes supporting request fulfillment. Request fulfillment.Right. Might as well be brain surgery.