Search found 36 matches

by paulfixter
Wed Aug 04, 2010 3:47 am
Forum: Problem Management
Topic: Root cause not found
Replies: 13
Views: 14524

Fair point. Perhaps this is a limitation of our system. It does not let us close a Problem (it is greyed out). The system stipulates that we can only close a Known Error. However, you are right in saying that ITIL is a framework. I am still personally uncomfortable with closing a Problem, however th...
by paulfixter
Wed Aug 04, 2010 3:25 am
Forum: Problem Management
Topic: Root cause not found
Replies: 13
Views: 14524

Don't forget you cannot close a Problem.
It must be converted to a Known Error first.

Just a small point I know, but people at work often say they will close a Problem and I say they will have difficulty. A bit pedantic I know! :D
by paulfixter
Fri Jul 23, 2010 3:56 am
Forum: Problem Management
Topic: Root cause not found
Replies: 13
Views: 14524

If you never find the root cause of the Problem then it can never become a Known Error. You cannot close Problems, you can only close Known Errors. So I guess if you do not find the root cause, it will remain open as a Problem. I suppose you would have to determine was it worth opening as a Problem ...
by paulfixter
Mon Jul 19, 2010 4:43 am
Forum: The ITIL Service Desk
Topic: How to become a proactive Service Desk
Replies: 14
Views: 11818

1) Ensure all calls are logged that come to the Service Desk. If only 50% of calls are logged then you are not going to identify any worthwhile patterns. 2) Run reports off every week and look for patterns.... determine how many are faults, how many are help etc, then for which systems 3) If a large...
by paulfixter
Mon Jul 19, 2010 4:36 am
Forum: ITIL Discussion
Topic: When doesn an Incident become a problem?
Replies: 12
Views: 7832

I always follow this rule:

"An incident cannot become a problem, but an incident can prompt the creation of a problem".

We then create problems based upon the impact the issue is having on the organisation. But that is another story...
by paulfixter
Mon Jul 19, 2010 4:31 am
Forum: Configuration Management
Topic: help needed for defining CI
Replies: 7
Views: 10531

You have got to decide to what component level you want to manage. We only go down as far as "Desktop PC" for example, but other organisations will go down as far as components such as hard drives, DVD drives etc. We also don't record keyboards and mice as CIs....but others do. Bascially you will ha...
by paulfixter
Fri May 14, 2010 6:41 am
Forum: Miscellaneous
Topic: Anyone interested...more than likely Midlands
Replies: 17
Views: 19037

I attend an ITIL forum here in Yorkshire and the north east of England. They are useful to get together with like-minded souls to excahnge ideas, obtain info etc. I would suggest you need a definite agenda for the meetings, lay on some lunch, stick to a timetable, eg ours start at 10.00am and finish...
by paulfixter
Fri May 14, 2010 6:17 am
Forum: The ITIL Service Desk
Topic: A non-telephony Service Desk
Replies: 10
Views: 8800

But before you take any advice. Can you please share with us the reason you want to do this? Are you short on staff? repetitive incidents? annoying users? Thanks again for eveyone's help. There are various reasons for doing this, short staff and inabaility to get through to the Service Desk being t...
by paulfixter
Thu May 06, 2010 9:46 am
Forum: The ITIL Service Desk
Topic: A non-telephony Service Desk
Replies: 10
Views: 8800

That is a very good point, thank you. I was planning on a PR exercise, butyou are quite right, this is a very important thing to consider and one that we must get right to explain the reasons why we are doing it and what the benefits will be.
by paulfixter
Thu May 06, 2010 9:34 am
Forum: The ITIL Service Desk
Topic: A non-telephony Service Desk
Replies: 10
Views: 8800

A non-telephony Service Desk

At present, our Service Desk records most of its incidents and service requests as a result of telephone calls from users. We have a plan to discourage users from contacting the Service Desk by phone and to use other methods, ie self help first, followed by contacting the Service Desk via a web-form...
by paulfixter
Fri Apr 30, 2010 9:34 am
Forum: Configuration Management
Topic: Hosting Third Party Servers
Replies: 5
Views: 8491

Thank you for all your replies. They confirm pretty much what I wanted to do but I was getting "resistance" from elsewhere. I'll tell 'em.

Many thanks
Paul
by paulfixter
Fri Apr 30, 2010 4:36 am
Forum: Configuration Management
Topic: Hosting Third Party Servers
Replies: 5
Views: 8491

Thank you for your reply. We will never do any work opn these servers ourselves as they are not ours and do not hold any data or services used by us. The only time they might be affected by work we are doing or coordinating is if we take the power down. Even then, it will be the server owners respon...
by paulfixter
Thu Apr 29, 2010 9:42 am
Forum: Configuration Management
Topic: Server reboot
Replies: 7
Views: 16139

Re: Reboots

As Change Manager my rule of thumb is : If a server reboot is required to change an attribute of the CI then an RFC is required and linked to the CI in the CMDB If a reboot is required to correct a fault but no changes are being made then the reboot should be tracked against the recorded Incident a...
by paulfixter
Thu Apr 29, 2010 9:39 am
Forum: Configuration Management
Topic: Hosting Third Party Servers
Replies: 5
Views: 8491

Hosting Third Party Servers

Our organisation will shortly be hosting servers for other similar third party organisations in our data centres. Should I record them as CIs on our CMDB? The servers do not belong to us, we do not use them in any way, shape or form, but they are located in data centres that we own. I can see both s...
by paulfixter
Mon Nov 23, 2009 4:46 am
Forum: Configuration Management
Topic: Software/Application CIs
Replies: 10
Views: 10866

Thanks for the reply Mick. Yes, I think it does matter to us that one is physical and one is logical, as we have a number for firesafes throughout our organisation where the contents need to be tracked. Furthermore, the "logical" CIs on a server need to be tracked also. We would need to differentiat...