– How many Service Desk staff does it take to change a light-bulb?
a) None. Restoration of service is a Level 1 Support function

Multiple choices here🙂

I recently spent some time reading about service management, more specifically, ITIL. Some notes – in random order – below:
– Service – a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs or risks
– Service Management – a set of specialized organisation capabilities for providing value to customers in the form of services
– Process – a structured set of activities designed to accomplish a specific objective.
(more…)

Another post in the series ‘remember this SQL trick‘ 🙂

The within group clause can be used to merge multiple records into a single row. In the classic emp table with ename and deptno columns, the query is:

select
   deptno,
   listagg (ename, ',') 
WITHIN GROUP 
(ORDER BY ename) enames
FROM 
   emp
GROUP BY 
   deptno

The article below displays more ways of doing this, but the query above worked for me.
Oracle SQL: displaying multiple column values per row

I’m starting a new simple project – taking pictures of Brussels. I will post these to flickr and – depending on flickr’s API – here.