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ITIL Forum Index
Author Message
  Topic: Regarding the responsibilities of L1, L2, L3 support

Replies: 2
Views: 159

PostForum: ITIL Discussion   Posted: Thu Jul 20, 2017 11:43 pm   Subject: Regarding the responsibilities of L1, L2, L3 support
It is what ever you define them as

L0 is usually the service desk with very little skills on any subject or technical area
L1 usually has a working knowledge of the technical or functional area
  Topic: Request fulfillment process

Replies: 1
Views: 150

PostForum: ITIL Discussion   Posted: Thu Jul 20, 2017 11:39 pm   Subject: Request fulfillment process
A request fulfilment process is NOT the same as a Change Request for the most part

1 - a service request can be - I need MS access installed on my device or I need to order a new chair for my desk ...
  Topic: Waiting for Problem vs Work In Progress vs Incident Resolved

Replies: 2
Views: 317

PostForum: Problem Management   Posted: Thu Jul 20, 2017 11:34 pm   Subject: Waiting for Problem vs Work In Progress vs Incident Resolved

You are doing IT Service Management processes regardless of whether you use ITIL to assist in the design of the process.

The tool is just that... a tool.

The purpose of Incident mgm ...
  Topic: Server in hung state . Does it require a change request?

Replies: 1
Views: 187

PostForum: Change Management   Posted: Thu Jul 20, 2017 11:30 pm   Subject: Server in hung state . Does it require a change request?
Why do you think a Change Request is needed to power off / on a device to restore it to service - as per Incident Management

A Change Request is not needed to do run & maintain activities like ...
  Topic: ITSM Standard Change Windows

Replies: 1
Views: 202

PostForum: Change Management   Posted: Thu Jul 20, 2017 11:24 pm   Subject: ITSM Standard Change Windows
Standard Changes usually do not require a Change Management defined maintenance window

Standard changes are just that - standard

the windows for the Standard Changes may be better defined by Ope ...
  Topic: ITIL - incident Management

Replies: 1
Views: 234

PostForum: ITIL Discussion   Posted: Thu Jul 13, 2017 4:36 pm   Subject: ITIL - incident Management
No . Why ?

ITIL is merely a set of advice / guidance on how to do IT Service Manageemnt well

The true source on the way you do things is in your policies
  Topic: itil implementation

Replies: 1
Views: 200

PostForum: ITIL Discussion   Posted: Thu Jul 13, 2017 4:35 pm   Subject: itil implementation
Yes you should have the CIs of what you are managing in your CMDB other wise how can you manage the customers properly
  Topic: Change Management

Replies: 1
Views: 297

PostForum: Change Management   Posted: Wed Jul 05, 2017 4:38 pm   Subject: Change Management
You can classify a change request as broadly or narrow that your tool allows.

However, you have to manage the classification - and if you make overly detailed then it will sort of defeat the purpos ...
  Topic: Individual Customer Solutions in ITIL?

Replies: 2
Views: 310

PostForum: ITIL Discussion   Posted: Wed Jul 05, 2017 4:35 pm   Subject: Individual Customer Solutions in ITIL?
First of all, why would a customer be designing the service that the Service Provider is going to be delivering. That would be the role of the Service Design team within the service provider

Second ...
  Topic: Help with ITIL assignment

Replies: 1
Views: 479

PostForum: ITIL Discussion   Posted: Wed Jun 21, 2017 6:37 am   Subject: Help with ITIL assignment

The best things that a an Internal IT company can do is not be silo'd in its approach to IT and actually be focus on what the business needs to function
  Topic: CIO reporting

Replies: 1
Views: 414

PostForum: ITIL Service Delivery   Posted: Fri Jun 16, 2017 5:12 pm   Subject: CIO reporting
Since every CIO is different, you should write your own in ServiceNow - you can you know.

In addition, you need to know what the CIO wants to know and not know
  Topic: Retrospective change request

Replies: 12
Views: 14283

PostForum: Change Management   Posted: Thu Jun 15, 2017 4:55 pm   Subject: Retrospective change request
It does not matter in the long run

What you have is a spine problem - no one is willing to take any responsibility

Change manager included

The Change Management policy should state this cle ...
  Topic: Request Fulfillment Testing

Replies: 1
Views: 137

PostForum: ITIL Service Delivery   Posted: Thu Jun 15, 2017 4:52 pm   Subject: Request Fulfillment Testing
Same boat I am in.

So, I am looking to have all 'unclassified' Requests go to the ServiceDesk group as part of Auto Assignment

I also am looking at the some of the requests in the system and try ...
  Topic: auditing Information Security Management in ITIL

Replies: 5
Views: 732

PostForum: Miscellaneous   Posted: Thu Jun 15, 2017 4:48 pm   Subject: auditing Information Security Management in ITIL

Since there are no globally recognised templates for doing ISo27001, how can any one shed light on what template you should use without providing you the template - thereby doing your work f ...
  Topic: Operational Tools in Service Delivery

Replies: 1
Views: 475

PostForum: ITIL Discussion   Posted: Wed Jun 14, 2017 4:34 am   Subject: Operational Tools in Service Delivery
If the Development arm is where it should be

Development standards
support standards etc

then it should be

Operations should state the requirements for the tools that is all
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