Search found 12 matches

by TheITILDoctor
Tue Feb 19, 2019 8:18 am
Forum: The ITIL Service Desk
Topic: How to reduce Service Desk calls?
Replies: 4
Views: 2919

Re: How to reduce Service Desk calls?

Geoff - Appreciate your question. The "ITIL way" is to provide value to your customer by facilitating the outcomes that they want, without the customer having to own specific costs and risks. Short and sweet - do what needs to be done to provide the value that your customer wants in the most effecti...
by TheITILDoctor
Wed Feb 13, 2019 6:33 pm
Forum: ITIL Discussion
Topic: Service Request catalogue vs Service Catalogue with a bit of Service Portfolio
Replies: 1
Views: 2485

Re: Service Request catalogue vs Service Catalogue with a bit of Service Portfolio

Jason - the Service Catalog represents all services that are live or available for deployment. The Service Portfolio represents all services, whether they are in discussion/planning/development, live or available for deployment, or no longer available for deployment. Many ITSM tool vendors have prom...
by TheITILDoctor
Mon Feb 11, 2019 12:21 pm
Forum: ITIL Discussion
Topic: ITIL Docs
Replies: 2
Views: 2726

Re: ITIL Docs

Certainly the ITIL books or attending an ITIL Foundation course could provide you with some great insight as to what you may need to consider in regards to governance of your service management environment. You may also want to have a look at ISO20000, the IT service management standard. ISO20000 di...
by TheITILDoctor
Thu Feb 07, 2019 6:51 pm
Forum: ITIL Discussion
Topic: IT Capacity Plan template
Replies: 2
Views: 2768

Re: IT Capacity Plan template

Check out Appendix J of the ITIL v3 Service Design book - you'll find guidance regarding typical contents of a capacity plan.
by TheITILDoctor
Tue Feb 05, 2019 8:44 am
Forum: The ITIL Service Desk
Topic: Major Incident Tabletop Exercise
Replies: 1
Views: 2082

Re: Major Incident Tabletop Exercise

Great question - tabletop exercises are a good way to have everyone walk through a procedure to ensure learning and shared understanding. In my experience however, the development of tabletop exercises is usually customized for a particular client, due to the likely unique situations and criteria fo...
by TheITILDoctor
Fri Feb 01, 2019 4:16 pm
Forum: ITIL 4 Updates
Topic: ITIL4 Questions????
Replies: 0
Views: 4398

ITIL4 Questions????

What would you like to know about ITIL4?
by TheITILDoctor
Thu Jan 24, 2019 5:31 pm
Forum: ITIL Discussion
Topic: Outsourced
Replies: 2
Views: 2829

Re: Outsourced

Unfortunately - if I'm understanding the situation - there may be little you can do. Your company has entered into a legal contract with the (outsourced) service provider, and performance targets are likely already been defined within that contract. Having said that, if you already have Service Leve...
by TheITILDoctor
Fri Jan 18, 2019 7:23 am
Forum: ITIL 4 Updates
Topic: What must ITIL4 do that ITILV3 did not to make a difference in your organization?
Replies: 1
Views: 3130

Re: What must ITIL4 do that ITILV3 did not to make a difference in your organization?

Okay, let's ask this question a bit differently - Why is ITIL v3 no longer relevant or needed? Knowing that the official release of ITIL4 is still a few weeks away, why should an organization move from an ITIL V3 adoption that is working ? Or, perhaps your organization is moving away from ITIL - is ...
by TheITILDoctor
Fri Jan 18, 2019 7:14 am
Forum: Problem Management
Topic: Recurring Problem
Replies: 2
Views: 2614

Re: Recurring Problem

Hello Mel - Help me out - what are you trying to accomplish? What objective or outcome are you wanting to achieve? IMO, there are a number of ways you could go here. You could treat it as a "new" incident, and assuming that the categorization was the same as the previous problem, show through report...
by TheITILDoctor
Fri Jan 18, 2019 6:55 am
Forum: ITIL Discussion
Topic: Service Design and business strategy
Replies: 4
Views: 3727

Re: Service Design and business strategy

To find the Service Strategy book and / or the Service Strategy Key Element Guide, visit AXELOS.com. Also, Amazon usually carries these titles.
by TheITILDoctor
Fri Jan 18, 2019 6:53 am
Forum: ITIL Discussion
Topic: Service Design and business strategy
Replies: 4
Views: 3727

Re: Service Design and business strategy

The Service Strategy book is chocked full of suggestions for how to prioritize services, and I would encourage you to have a look. While you're doing that, here are a couple of suggestions that may help: - Do you have a (true) Service Catalog - services that are defined in terms of business value an...
by TheITILDoctor
Mon Jan 14, 2019 8:49 am
Forum: ITIL 4 Updates
Topic: What must ITIL4 do that ITILV3 did not to make a difference in your organization?
Replies: 1
Views: 3130

What must ITIL4 do that ITILV3 did not to make a difference in your organization?

The long-awaited update to ITIL is due out next month. What must ITIL4 do that ITIL V3 did not that will make a difference in your organization?