ITIL Process: there's a problem in one of those words

And not in the one that I was expecting. While I was railing at 'ITIL', I should have been railing at 'Process'. It was the IT Skeptic that pointed me in the direction of Adaptive Case Management and the effect was as profound as when I was first introduced to ITIL.
I'm still learning up on ACM and it will take a little while to integrate it with ITIL, but I'm sure it will go a long way to remove the blockers that I was moaning about in my previous post. I might even take less time than 18 months to post again. :-)

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