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The Itil Community Forum: Forums

ITIL :: Search
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Search found 3581 matches
ITIL Forum Index
Author Message
  Topic: ITIL a barrier for good customer service?? Or an excuse?
UKVIKING

Replies: 3
Views: 127

PostForum: The ITIL Service Desk   Posted: Fri Nov 17, 2017 7:17 pm   Subject: ITIL a barrier for good customer service?? Or an excuse?
Jim

ITIL is a set of advice on how to do IT Service Management effective and efficient

It is a set of recommendations nothing more

If it works in your company to do something one way

then ...
  Topic: Managed service company for ISO20000
UKVIKING

Replies: 3
Views: 143

PostForum: ITIL Discussion   Posted: Fri Nov 17, 2017 1:52 am   Subject: Managed service company for ISO20000
ISO 20000 certification is very specific

All of the IT SM processes must be in place that are part of ISO 20000

so if you support 2 different customers and have all of the IT SM processes in p ...
  Topic: Single or Multiple Tickets?
UKVIKING

Replies: 1
Views: 30

PostForum: The ITIL Service Desk   Posted: Fri Nov 17, 2017 1:49 am   Subject: Single or Multiple Tickets?
Best practise is what you do that fits your organisation

So if the excel spreadsheet is used to add new users at the same time

one ticket is fine I think

if the spreadsheet is divided into gr ...
  Topic: ITIL a barrier for good customer service?? Or an excuse?
UKVIKING

Replies: 3
Views: 127

PostForum: The ITIL Service Desk   Posted: Thu Nov 16, 2017 11:12 pm   Subject: ITIL a barrier for good customer service?? Or an excuse?
Jim

the barrier to good customer service unfortunately is the people who provide customer service. Not ITIL

What does ITIL state - the customer needs to be informed about incidents especially wh ...
  Topic: Incident management best practices
UKVIKING

Replies: 4
Views: 231

PostForum: Miscellaneous   Posted: Wed Nov 15, 2017 7:58 pm   Subject: Incident management best practices
Tommi

Wrong location - this is not a highly active site - partly due to a GoG who will be un-identified

Your best bet in go into one of the LinkedIn ITIL Forums

GoG - Grumpy Ole Git
  Topic: Incident management best practices
UKVIKING

Replies: 4
Views: 231

PostForum: Miscellaneous   Posted: Tue Nov 14, 2017 6:42 pm   Subject: Incident management best practices
Tommi,

ITIL is where Incident Management best practice is found.

Most if not all companies follow the basic principles of ITIL - either forced on them by their IT SM tool or forced on their chos ...
  Topic: Managed service company for ISO20000
UKVIKING

Replies: 3
Views: 143

PostForum: ITIL Discussion   Posted: Tue Nov 14, 2017 2:44 am   Subject: Managed service company for ISO20000
Why does your org want the ISO20000 certification.

Are you aware of what it actually means ?
  Topic: Please help me define appropriate ownership
UKVIKING

Replies: 1
Views: 543

PostForum: ITIL Discussion   Posted: Fri Oct 06, 2017 5:25 pm   Subject: Please help me define appropriate ownership
Gramboda

Your issue is not an ITIL issue or an IT Service Management issue

It is a company issue

I have been in IT since the 80s

Every org would have the people who were working on specifi ...
  Topic: Mock Exams for ITIL Foundation
UKVIKING

Replies: 1
Views: 589

PostForum: ITIL Certification   Posted: Thu Oct 05, 2017 6:50 am   Subject: Mock Exams for ITIL Foundation
Pratik

From what you said I can presume you are not using a official study course that you paid for. As they will have mock exams for you to use

The google and You Tube videos and extracts may ...
  Topic: Planning to Take ITIL Exam fondation
UKVIKING

Replies: 6
Views: 598

PostForum: ITIL Certification   Posted: Sat Sep 23, 2017 6:01 pm   Subject: Planning to Take ITIL Exam fondation
Car

The members of the forum are not a search engine. Google is a search engine.
If you provide google with good key word search it will find what you
  Topic: Planning to Take ITIL Exam fondation
UKVIKING

Replies: 6
Views: 598

PostForum: ITIL Certification   Posted: Thu Sep 21, 2017 3:29 pm   Subject: Planning to Take ITIL Exam fondation
Google
  Topic: CAB Conditional Approval
UKVIKING

Replies: 2
Views: 482

PostForum: Change Management   Posted: Wed Sep 06, 2017 2:47 am   Subject: CAB Conditional Approval
It depends

It depends on the policy of the CM process

Some would require all testing to be completed before bringing the change to the CAB

Some would allow critical changes to fix an oiperati ...
  Topic: Please Share with me your ideas to prioritize the incidents
UKVIKING

Replies: 2
Views: 1202

PostForum: Miscellaneous   Posted: Wed Aug 23, 2017 5:10 am   Subject: Please Share with me your ideas to prioritize the incidents
Mohammed,

Your company your classification
  Topic: Planned Maintenance
UKVIKING

Replies: 1
Views: 1058

PostForum: ITIL Discussion   Posted: Sat Aug 19, 2017 5:30 pm   Subject: Planned Maintenance
Planned maintenance is an operational concept.
Change management will use PM to schedule work

the PM must be included in the service agreement and discounted in any SLA related calculations as it ...
  Topic: Batch support & ITIL in non prod environment
UKVIKING

Replies: 2
Views: 1868

PostForum: ITIL Discussion   Posted: Thu Aug 17, 2017 3:24 pm   Subject: Batch support & ITIL in non prod environment
First, you don't implement ITIL.

ITIL is just good advice on how to do IT Service Management... well.

ITIL states have policies, processes and procedures that should guide you.

A service is a ...
 
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