Search found 3 matches

by KirkPenn
Thu May 10, 2018 7:54 pm
Forum: ITIL Discussion
Topic: 3 strike rule in incident management
Replies: 4
Views: 5892

Incident Closure - Guidance

Hi There, for our Incident Mgmt Implementations - We suggest the following customer centric approach. 1. Allow the 'Assigned Resolver Group' (L1,2 or 3+) to update the status to 'Resolved' (Once Resolved from there perspective) 2. This then sends an email to the customer informing them that the Inci...
by KirkPenn
Mon Mar 26, 2018 4:59 am
Forum: Change Management
Topic: Getting Your Vendors to Plug into Your IT Change Management
Replies: 0
Views: 2773

Getting Your Vendors to Plug into Your IT Change Management

Getting your vendors on-board with your IT Change Management Process is a significant step forward in terms maturing your overall IT Change Management Process, establishing an enhanced level of operational control across your IT landscape and driving consistency. So why should a vendor or service pr...
by KirkPenn
Sun Mar 25, 2018 5:02 pm
Forum: Change Management
Topic: Failed Change Process
Replies: 2
Views: 2766

Failed Change Reply

Hi There, Firstly, a 'Failed Change' is not a bad thing - there is often a stigma associated with the word 'failed' that reflects as something really bad however - from my experience it's often better to back out a change that is not going to work (and mark it as failed) during the implementation wi...