Did you know....
that the request fulfilment process has been completely rewritten?
that the request fulfilment process seems to be a copy of most of the incident management process (with "search and replace" as a main instrument)?
that the nature of request fulfilment nevertheless is quite different from incident resolving? (see above)
that service managers are now no longer service managers?
that all managers in an IT service organization are now service managers?
that a business relationship manager is a service manager?
that a process manager is a service manager?
that a line senior manager is a service manager?
that the “CSI improvement process” was replaced with the “seven-step improvement process”?
that we now have a “CSI manager” and a “service owner”?
that the previous ”CSI model” was not a model, so it's now called a ”CSI approach”?
that service measurement and service reporting were removed from CSI as processes, since they actually were generic activities already described in other practices?