Search found 118 matches

by SwissTony
Thu Oct 14, 2010 4:23 am
Forum: ITIL Discussion
Topic: ISO 20000 Planned Update
Replies: 6
Views: 4963

Found it...Thanks :)
by SwissTony
Wed Oct 13, 2010 3:55 am
Forum: ITIL Discussion
Topic: ISO 20000 Planned Update
Replies: 6
Views: 4963

Diarmid...which group is it in?...I've searched through the 'ITIL, ITSM & ISO20000,' & the 'ISO20000 & ITIL' but found nothing?
by SwissTony
Tue Oct 12, 2010 10:26 am
Forum: ITIL Discussion
Topic: ISO 20000 Planned Update
Replies: 6
Views: 4963

Great! Thanks for the info Diarmid :D I'll check out that group. As you say chances are any new requirements may already be in place....this relates to the point I've been pushing here, that although the certification is a good benchmark, and a nice marketing tool for Infrastructure, the reality is ...
by SwissTony
Tue Oct 12, 2010 10:21 am
Forum: ITIL Training & ITSM Conferences
Topic: ITSMF UK Conference
Replies: 1
Views: 5041

ITSMF UK Conference

Is anyone attending this year?

Am planning to be there, however, not 100% due to workload.
by SwissTony
Tue Oct 12, 2010 5:41 am
Forum: ITIL Discussion
Topic: ISO 20000 Planned Update
Replies: 6
Views: 4963

ISO 20000 Planned Update

Hello all..... Do we have anyone here involved with the ISO 20000 standard? There is a pending update to the part 1, which is proposed for next year. My organisation is currently certified, and is in the 3rd year of certification, so next year will be a full recertification. I'm trying to find any i...
by SwissTony
Mon Oct 04, 2010 11:10 am
Forum: Change Management
Topic: Acceptable Number Of Emergency RFCs?
Replies: 6
Views: 8555

Just to chip in:

Reviewing the emergency change with the requestor's management has proven very successful, when done with the correct approach, as they ofter have knowledge about the change / service etc that we do not.
by SwissTony
Fri Aug 27, 2010 4:44 am
Forum: ITIL Discussion
Topic: Which one is legal, SLA or Underpinning Contract?
Replies: 10
Views: 8228

Underpinning Contracts are used to manage support services provided to the Service Desk by external service providers. These Contracts ensure the external parties maintain their obligations to the Service Desk, which allows the Service Desk to meet the SLA expectations of its Customers. Why specifi...
by SwissTony
Tue Aug 03, 2010 5:43 am
Forum: ITIL Certification
Topic: case for a liar
Replies: 7
Views: 5993

Hmmmmm just tried searching the Successfull Candidates Register for myself, & no entries were found. I have my certificate here.

So if you don't get any results frmo there, it is not necessarily true.
by SwissTony
Thu Jul 15, 2010 2:39 am
Forum: The ITIL Service Desk
Topic: How to become a proactive Service Desk
Replies: 14
Views: 11818

You could always send bugs to users machines....then pro-actively phone the user, fix the problem then and there.

Benefits:
Increased first call fix.
More tickets logged, & flogged, meaning more cash in the bank.
& users satisfaction goes up.

Do it DJ....it's the future.
by SwissTony
Mon Jul 05, 2010 11:10 am
Forum: ITIL Discussion
Topic: ITIL v3 Foundation exams questions
Replies: 10
Views: 6293

Unfortunately I am only v2...so can't help.

Good luck tho
by SwissTony
Mon Jul 05, 2010 11:00 am
Forum: ITIL Discussion
Topic: ITIL v3 Foundation exams questions
Replies: 10
Views: 6293

Give a man a fish & he will eat for a day..... Give that man a fishing boat, and he will probably sell it & get drunk.
by SwissTony
Mon Jul 05, 2010 10:59 am
Forum: ITIL Discussion
Topic: ITIL v3 Foundation exams questions
Replies: 10
Views: 6293

Again: What are your answers?

If you read the books, you should find the answers.
by SwissTony
Mon Jul 05, 2010 10:35 am
Forum: ITIL Discussion
Topic: ITIL v3 Foundation exams questions
Replies: 10
Views: 6293

Hmmmmm......answer on a postcard.

Are you sat in the exam right now?

What are your answers?
by SwissTony
Mon Jul 05, 2010 5:14 am
Forum: ITIL Discussion
Topic: Long Range Planning
Replies: 6
Views: 5466

In the end my hands were somewhat politically tied.... :roll: The results showed an investment of 6% of total project budgeting going directly for hardware purchases next year - although as Infra budgeting did not take business plans in to account, that percentage varies over the next few years, and...
by SwissTony
Fri Jun 25, 2010 8:05 am
Forum: ITIL Discussion
Topic: Long Range Planning
Replies: 6
Views: 5466

:lol: my initial naivety on the subject has no passed, and I will avoid any involvement in the subject. Although, I've ended up putting together a proposal to create a set of infrastructure models for small, medium, and large projects based on the objectives and budget of the project. Primarily aime...