IDG Contributor Network: Instead of IT processes, maybe it’s time to think about capabilities…

Following up on what I started in  up on a concept I started in my previous posts: "It was never about ITIL," I was thinking the other day about processes. Specifically, the incident management process. Through my career I’ve been in many a company that tried, with varying degrees of success, to deliver on that process. One thing they all have in common is that the incident management process is basically the same everywhere you go.(I will focus on the incident management process sin