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ITIL Forum Index
Author Message
  Topic: Change Management - Successful or Failure??

Replies: 5
Views: 575

PostForum: Change Management   Posted: Fri Aug 24, 2018 12:43 am   Subject: a little bit further
My 2 cents...

UKIT is right: a change that negatively affects the service that is supposed to be provided cannot be called "successful".

However, I like the idea of "failed change" meaning tha ...
  Topic: Argument on INcident and Problem

Replies: 2
Views: 1822

PostForum: Problem Management   Posted: Fri Aug 24, 2018 12:33 am   Subject: think about reality
Sorry to be late in answering...I don't spend as much time on this forum as I used to ...

As a former ITIL trainer, I found out that the difference between incident management and problem manageme ...
  Topic: Losing visibility of service requests

Replies: 4
Views: 903

PostForum: The ITIL Service Desk   Posted: Fri Aug 24, 2018 12:17 am   Subject: what is your tool capable of?
To me, in ITIL concepts, the incident should stay with the service desk; a task should be assigned to one (or more) support group(s), with proper OLA(s), and the SD should monitor the work of the supp ...
  Topic: ITIL Network Availability Measurement Calculation. Tricky?

Replies: 1
Views: 670

PostForum: ITIL Discussion   Posted: Fri Aug 24, 2018 12:07 am   Subject: think about services not infrastructure
Network availability as such has no meanings to me ... Network is a set of hardware and software components that are assembled to provide some services. What SLAs should measure is availability of s ...
  Topic: Major Incident

Replies: 8
Views: 8532

PostForum: Problem Management   Posted: Thu May 27, 2010 5:02 pm   Subject: Major Incident
To me, whether or not a problem is open does not change IM's responsibility.

But you can probably adapt your IM process so that , in rare cases of a majour outage, for which no way to restore the ...
  Topic: IM - 'Suspend Incident' criteria + process

Replies: 12
Views: 7139

PostForum: ITIL Discussion   Posted: Wed May 26, 2010 6:31 pm   Subject: IM - 'Suspend Incident' criteria + process
Well, there can be technical limitations of course, but that's not the matter here.
My point is rather that, as a Service Provider, do I want to measure the quality of the services I am providing t ...
  Topic: IM - 'Suspend Incident' criteria + process

Replies: 12
Views: 7139

PostForum: ITIL Discussion   Posted: Tue May 25, 2010 8:24 pm   Subject: IM - 'Suspend Incident' criteria + process
Hi there,

In my company (outsourcing business) we DO suspend "tickets", mainly because the SLAs attached to the different types of incidents were originally designed to measure OUR performance as ...
  Topic: Change Embargo

Replies: 5
Views: 4616

PostForum: Change Management   Posted: Mon Jan 18, 2010 5:53 pm   Subject: Change Embargo
Some companies I have worked with had established a change freeze for Accounting/Financial closing Closing: year end closing is a very business critical activuty that had to be performed with less res ...
  Topic: Creating a Configuration MGT Procedure and Policy

Replies: 4
Views: 6360

PostForum: Configuration Management   Posted: Fri Jan 15, 2010 6:14 pm   Subject: Creating a Configuration MGT Procedure and Policy

I am currently reviewing our Configuration Management process.
THe process itself is quite simple (creating and managing the CMDB structure, Updating the CMDB, Auditing and Controling the CM ...
  Topic: Availability and Svc Continuity Mgmt

Replies: 4
Views: 6139

PostForum: ITIL Service Delivery   Posted: Fri Jan 15, 2010 2:22 am   Subject: Availability and Svc Continuity Mgmt

In my understanding Availbility Management and Continuity Management are totally different.

- AM is about ensuring the agreed availability under NORMAL conditions of operations: your datac ...
  Topic: What makes one a good ITIL consultant?

Replies: 9
Views: 5898

PostForum: ITIL Discussion   Posted: Thu Jan 14, 2010 8:39 pm   Subject: What makes one a good ITIL consultant?
Hi there,

I am not sure I can describe what makes a good ITIL consultant, but I have some ideas about what can make a sadly bad ITIL consultant.

* knowing ITIL by the books, without having dea ...
  Topic: RACI for Problem Management

Replies: 12
Views: 16119

PostForum: Problem Management   Posted: Fri Jun 19, 2009 2:45 am   Subject: RACI for Problem Management
2 people responsible for the same thing: I like it...see below

"This is a little story about four people named Everybody, Somebody, Anybody, and Nobody.

There was an important job to be done an ...
  Topic: Customer satisfaction evaluation

Replies: 9
Views: 4652

PostForum: ITIL Discussion   Posted: Fri Jun 19, 2009 1:58 am   Subject: be carefull
This type of survey is very dangerous as it might lead you to wrong decisions:

There should be SLAs in place that normally lead the way you handle tickets. These SLAs should have been built taking ...
  Topic: be carefull

Replies: 7
Views: 5273

PostForum: ITIL Discussion   Posted: Fri Mar 27, 2009 3:50 am   Subject: be carefull
To add up a little bit ...

based on my experience , don't try yo implement change management WITHOUT allowing for Urgent changes to be effectively and rapidly handled.
  Topic: V2 or V3

Replies: 9
Views: 5789

PostForum: ITIL Discussion   Posted: Tue Mar 17, 2009 3:08 am   Subject: V2 or V3

An example of the gaps between the IT organisation and our customers landed in my inbox today where a customer in the midlands is not happy because they have just taken on a lot of staff contracted ...
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