Search found 21 matches

by swal87
Fri Mar 28, 2014 9:51 am
Forum: Change Management
Topic: Change Categories
Replies: 5
Views: 6215

Thank you for your time UKVIKING Im not sure I get the first point about the realities of the corporate environment? My idea of the time frames is to offer some protection to the business and to put an end once and for all to engineers and project managers requesting changes at the last minute and e...
by swal87
Mon Mar 24, 2014 7:23 am
Forum: Change Management
Topic: Change Categories
Replies: 5
Views: 6215

Change Categories

I realise this is a difficult question to answer and differs from business to business, however I’m giving it an airing for feedback anyway. We are looking to drive change approvals based on the V3 change types and categories. So for a Normal Change i am looking at; Major 20d lead time- Multiple bus...
by swal87
Wed Aug 15, 2012 10:17 am
Forum: ITIL Certification
Topic: What training next???
Replies: 4
Views: 5647

Thanks guys.

I think im on the right track, but wondered about other options that might align.

Think the ISO stuff will probably be the way forward. Anything to get away from the corporate courses "managing behaviour, Time management etc......." you've been there and know what I mean!!!!
by swal87
Wed Aug 15, 2012 5:01 am
Forum: ITIL Certification
Topic: What training next???
Replies: 4
Views: 5647

What training next???

Good Morning all, Having completed my ITIL V2 managers and migrated across to V3 with the Bridge course I am at a loss of what training do do next. Having spent years trying to get funding for my training I am in a strange position of reaching the end of the line in ITIL. I know I could undertake th...
by swal87
Thu Apr 14, 2011 9:23 am
Forum: ITIL Certification
Topic: ITIL V3 Bridging exam
Replies: 32
Views: 30874

I have just got my managers expert bridge and passed first time. God bless the tutor who was excellent.

QA / old Remarc staff have been excellent for me.
by swal87
Wed Apr 06, 2011 5:06 am
Forum: ITIL Service Delivery
Topic: Network Capacity Plan and its Performance
Replies: 1
Views: 5303

Hi, I can see over 200 people have reviewed this thread without replying. I think if you can expand on your requirements or give a scenario that you would like to archive we can look again at this request for you. It also depends what you mean are trying to archive, DB monitoring, Network Speed, uti...
by swal87
Wed Apr 06, 2011 4:59 am
Forum: ITIL Service Delivery
Topic: What is the right way to do this?
Replies: 5
Views: 8222

No problem whibbs, You just need to understand the business patterns and strategy that you are supporting. Don't go overboard and offer the earth if IT can't deliver. After all, I would love all my Incidents to be fixed in 10 minutes, however in reality im not prepared to pay for that service and ca...
by swal87
Wed Apr 06, 2011 4:22 am
Forum: ITIL Service Delivery
Topic: What is the right way to do this?
Replies: 5
Views: 8222

Re: What is the right way to do this?

I had this email and suggested this was not a problem but more to to with availability, wasnt sure then how to progress matters. "Following a discussion with fred bloggs we will be offering an enhanced IT service during the ******** period. The exact nature of the service is still being defined but...
by swal87
Mon Apr 04, 2011 7:32 am
Forum: ITIL Service Delivery
Topic: Retiring a Service from the Portfolio
Replies: 0
Views: 4705

Retiring a Service from the Portfolio

Good Morning, I have just sat my v2 - v3 managers bridge and have a wanted to clarify my understanding of Retiring a Service from the Service Portfolio. It makes sense to me that Service Transition would need to be included in this I.e. Change and Release. In order to ensure all Kit, documentation e...
by swal87
Mon Nov 16, 2009 8:36 am
Forum: ITIL Service Delivery
Topic: V2 Process Wall Chart Required
Replies: 3
Views: 6204

Hello Here's a great revision tip - which helped me pass. Get a large poster sized piece of blank paper and draw 10 boxes on it (one for each process). Then sit down and look up the inputs for each process and write them on the paper. Then look up the outputs and write them down to. Then finally, w...
by swal87
Mon Nov 16, 2009 7:28 am
Forum: ITIL Service Delivery
Topic: V2 Process Wall Chart Required
Replies: 3
Views: 6204

V2 Process Wall Chart Required

Good morning, I am currently sitting my ITIL v2 manager training and in the process of setting up a revision timetable and reference material. For this I could do with a wall chart that shows the interactions between each of the processes. i.e. inputs, processes and outputs. I have found plenty for ...
by swal87
Thu Nov 05, 2009 7:51 am
Forum: The ITIL Service Desk
Topic: Hornbill Support Works Reviews required
Replies: 3
Views: 5267

Hornbill

Thank you guys, I take on board your feedback and fully understand that a review is only good when compared against the requirements and the restrictions set against the suppliers. No information that hopefully would be shared would put me off on onto a specific solution. I am specifically intereste...
by swal87
Tue Nov 03, 2009 11:53 am
Forum: The ITIL Service Desk
Topic: Where do you store your knowledgebase???
Replies: 4
Views: 4991

To follow from previous post.

Following on from the above.

I find that it is not a problem of where to store the KBA's (these can be on any networked drive) only the method and ease of finding related information in a seamless fashion without having to use 2 separate systems.
by swal87
Tue Nov 03, 2009 11:47 am
Forum: The ITIL Service Desk
Topic: Where do you store your knowledgebase???
Replies: 4
Views: 4991

Re: Where do you store your knowledgebase???

I've worked at many corporate companys and came across different ways, from sharepoint to a standard lotus notes database (this being the better one as it's searchable). Anyone recommend what they think is the best tool, more so for searching? I have used previous systems that store KBA's in a file...
by swal87
Tue Nov 03, 2009 11:41 am
Forum: The ITIL Service Desk
Topic: Agent Call Time
Replies: 7
Views: 6808

Percentage aftercall against what?

I think you need to clarify your requirements a little further.

What are you trying to achieve?

Percentage after call against what?

% of after call vs. length of call
Average after call in hrs / mins for the day