Search found 6 matches

by AmberaConsulting
Mon Apr 27, 2015 2:33 am
Forum: ITIL Discussion
Topic: Business implementing ITIL
Replies: 4
Views: 4675

1. May be you are referring to ISO20000 certification? ITIL is just set of good practice. 2. Firstly you should know what processes you need and there is no specific order, but better to have your service operation running smooth followed by transition which will help in some control and governance ...
by AmberaConsulting
Fri Jun 20, 2014 12:15 am
Forum: ITIL Service Delivery
Topic: Managing' the transition from Help Desk to Service Desk
Replies: 2
Views: 5626

There is no much difference, but ideal help desk only does gathering of information from customer and assigns ticket to right resolution group. Service desk provides L1 support, there are SLAs defined like First call resolution etc. So setting up knowledge management process is very important. This ...
by AmberaConsulting
Fri Jun 06, 2014 1:01 pm
Forum: ITIL Service Delivery
Topic: Service Design Capability
Replies: 3
Views: 5081

HI, This is proactive availability management, you can find the parameters and risk calculation along with potential categories (single point of failure, design flaws, capacity issues, outdated firmwares etc) in the internet. If you take this one step further it will be BIA (Business Impact Analysis...
by AmberaConsulting
Fri Jun 06, 2014 7:46 am
Forum: ITIL Discussion
Topic: Under which Process category does regular maintenance fall?
Replies: 4
Views: 7021

UKVIKING wrote:business as usual activity
Entire service operation falls under Business as usual.
by AmberaConsulting
Fri Jun 06, 2014 7:44 am
Forum: ITIL Discussion
Topic: Under which Process category does regular maintenance fall?
Replies: 4
Views: 7021

These can be classified under Service request and have a approval workflow (may be Team Lead/manager) defined for governance.
by AmberaConsulting
Fri Jun 06, 2014 7:40 am
Forum: ITIL Discussion
Topic: Creating Project management Service
Replies: 4
Views: 6549

Using IBM rational tools (RRC, RTC, RQM) will serve the purpose, you can cover all the process and standard that is needed for project delivery and also integrate it with your ITSM tools for seamless transition.