Search found 27 matches

by ChangingMan
Thu Feb 05, 2015 8:44 am
Forum: Problem Management
Topic: Selling problem management
Replies: 2
Views: 4672

Why would you need to 'sell' it to technicians? Problem Management is about getting to the root cause of issues, technicians should recognise that. The solution to your problem should be simple, Problem Management (done correctly) reduces incidents and increases availability of key systems for the b...
by ChangingMan
Tue Jun 24, 2014 3:53 am
Forum: Problem Management
Topic: Proactive Problem Management Implementation
Replies: 7
Views: 11345

Proactive probelm management. Hmm something of a descriptional oxymoron. But having done thing at enterprise scale I can advise what it looked like for us. The goal is basically to spot trends and patterns within complex systems and use them to take preventative actions before the incidents / proble...
by ChangingMan
Tue Jun 24, 2014 3:38 am
Forum: ITIL Discussion
Topic: Standard Change
Replies: 2
Views: 5111

Can it? Yes.

Should it? Well probably not as it is not the correct context.

What is it you are trying to achieve by putting and SLA on a standard change?
by ChangingMan
Thu Jun 19, 2014 4:21 am
Forum: ITIL Training & ITSM Conferences
Topic: Change Management Seminars
Replies: 1
Views: 5190

I can't i'm afriad, do we really need a seminar for a singluar process? I've notcied that APMG do Change Management qualifications and I've often wondered what these consist of. Surely you can't teach "perfect" Change Management because it is different for every organisation that it is used in? It's...
by ChangingMan
Thu Jun 19, 2014 4:18 am
Forum: ITIL Service Delivery
Topic: Managing' the transition from Help Desk to Service Desk
Replies: 2
Views: 5626

They are one and the same thing, surely?

You say tomato, I say tomato etc
by ChangingMan
Thu Jun 19, 2014 4:17 am
Forum: Change Management
Topic: Need sample blue print
Replies: 1
Views: 3838

If you take your ITIL foundation you will get a better understanding of Change Management.

Take a PMP or PRINCE2 exam exam to get a better understanding of Project Management.
by ChangingMan
Thu Jun 19, 2014 4:15 am
Forum: Change Management
Topic: Retrospective change request
Replies: 12
Views: 20609

Emergency changes, in my opinion, should be like Standard Changes with approval given in advance. In fact emergency changes shouldn't even require any detailed information on the change record prior to being implemented. This can be added afterwards. An Emergency Change should only be used to restor...
by ChangingMan
Thu Jun 19, 2014 4:09 am
Forum: Miscellaneous
Topic: ITSM Books
Replies: 0
Views: 3275

ITSM Books

What books has everyone been reading recently then?

My three MUST READs for any IT professional are:

The Phoenix Project
The Quantum Age of IT
Balanced Diversity
The Visible Ops handbook
by ChangingMan
Thu Jun 12, 2014 4:37 am
Forum: ITIL Jobs
Topic: Getting job
Replies: 8
Views: 13456

Re: Getting job

michaelson10012 wrote:Hai everyone. I am new to this forum. Can anyone tell me the scope of getting job in ITIL in the next 10 years
There is no such thing as an ITIL job, there are jobs that require skills from within the ITIL framework but no ITIL jobs.
by ChangingMan
Thu Jun 12, 2014 4:35 am
Forum: ITIL Service Delivery
Topic: Risk Management
Replies: 2
Views: 4770

Re: Risk Management

Hi all, Thoughts about Risk Management. Is this an accountability that should sit within Service Management, or perhaps with Strategic Planning teams? Risk Management should be a core business practise as Risk exists in all parts of your business. From an IT perspective Risk Management should ideal...
by ChangingMan
Thu Jun 12, 2014 4:32 am
Forum: ITIL Discussion
Topic: Root Cause Categories
Replies: 1
Views: 5474

What the hell are root cause CSI items?

Root cause is something that Problem Management should be identifying.
by ChangingMan
Fri May 09, 2014 8:57 am
Forum: Configuration Management
Topic: Best Tool/Software to create and maintain a DSL
Replies: 7
Views: 9594

Hello again, Seems a strange policy to allow the users to install their own software, even if they only had access to software that was authorised for them to install it must make inventory for software licensing a total nightmare because you are always aiming at a moving target. Re users installin...
by ChangingMan
Fri May 09, 2014 3:16 am
Forum: Configuration Management
Topic: Best Tool/Software to create and maintain a DSL
Replies: 7
Views: 9594

Hi ChangingMan, Thanks for your reply! It's indeed an interesting goal you have there. It comes really close to what we are doing. Like you have ManageEngine Desktop +, we have SCCM to audit, deploy, remove and update current software installations. The thing is that we can only deploy software of ...
by ChangingMan
Fri May 02, 2014 5:01 am
Forum: Problem Management
Topic: Improvements in Incident Volume
Replies: 2
Views: 5478

I would think it would be very difficult to state as a % how much incident reduction occurs in a business as a result of problem management. The reason fo that is because 1. The effectiveness of problem management varies from business to business. 2. Companies rarley have a static environment. The o...
by ChangingMan
Thu May 01, 2014 11:16 am
Forum: The ITIL Service Desk
Topic: How many Incidents should we expect?
Replies: 4
Views: 6537

Thanks for that but I am not sure that I explained myself very well. :( What I am trying to drive towards is showing that the number of incidents that we get for a particular system is within the levels that we might expect for the number of people using it. Senior management seem to be determined ...