Search found 28 matches

by tedderpd
Wed Sep 18, 2019 6:55 am
Forum: ITIL Discussion
Topic: Multiple issues in an incident
Replies: 1
Views: 48

Re: Multiple issues in an incident

hmm....good question. Working backwards, has your organization defined the criteria for when an incident becomes a problem ? For me, that drives if/when a problem record is raised. As it was reported as a single incident, my advice is to treat it as a single incident. Then, based upon the incident m...
by tedderpd
Fri Sep 13, 2019 7:35 am
Forum: Change Management
Topic: Downtime to implement change
Replies: 1
Views: 69

Re: Downtime to implement change

Well, what you've described is typically how I've seen it done and how I advise my clients to do it. It is the Change Owner (whoever is responsible for the design, build, test, and implementation of the change - from what you've described, this would the IT Engineer) should agree with the business o...
by tedderpd
Fri Sep 13, 2019 7:33 am
Forum: ITIL 4 Updates
Topic: Agree downtime for change implementation
Replies: 1
Views: 255

Re: Agree downtime for change implementation

Well, what you've described is typically how I've seen it done and how I advise my clients to do it. It is the Change Owner (whoever is responsible for the design, build, test, and implementation of the change - from what you've described, this would be you in this case) should agree with the busine...
by tedderpd
Sun Sep 08, 2019 9:14 am
Forum: The ITIL Service Desk
Topic: Change password
Replies: 2
Views: 957

Re: Change password

Yes. Or yes. It is whatever you define it to be. :-) In most organizations, this is defined as a service request, because it is highly likely that users will forget passwords, and it is usually a simple operation that can be pre-defined (even automated?) for resetting a password. While it is a inter...
by tedderpd
Mon Aug 05, 2019 7:13 pm
Forum: ITIL Discussion
Topic: What is demand management ?
Replies: 1
Views: 745

Re: What is demand management ?

Both! (Although I would clarify that demand management may indirectly identify the need for new service package/model by providing demand information (ie Patterns of Business Activity or PBA) to portfolio management for evaluation, not necessarily *create the demand* for a new service. Demand manage...
by tedderpd
Sun Aug 04, 2019 6:32 am
Forum: The ITIL Service Desk
Topic: Software report error, incident or service request?
Replies: 1
Views: 994

Re: Software report error, incident or service request?

It’s an incident because it is abnormal operation - the report did not execute correctly. As a result of incident investigation, you may raise an RfC within Change Management to correct the error. It is a ‘change’ and not a ‘service request’ because the data (if I understand your question) will be m...
by tedderpd
Fri Jul 26, 2019 3:01 pm
Forum: Problem Management
Topic: Problem Management Implementation
Replies: 3
Views: 1783

Re: Problem Management Implementation

Great question! Problem Management is a practice that is often under-estimated and under-resourced, yet - if done well - can provide great benefits. Some ideas to help get you off to the right start: First - problem management is not the job of a single person. It truly takes a village to do problem...
by tedderpd
Wed Jul 17, 2019 8:06 am
Forum: Change Management
Topic: Categorise changes raised for testing purpose
Replies: 2
Views: 1615

Re: Categorise changes raised for testing purpose

Hello Praveen - My advice is to categorize any change as 'failed' if the change does not accomplish its goal. By doing so, you'll be able to collect measures that may be beneficial in the future (for example, justification for investing in a test environment - each failed change today is impacting y...
by tedderpd
Wed Jul 17, 2019 7:59 am
Forum: ITIL Discussion
Topic: What is the Difference between workaround and temporary fix
Replies: 2
Views: 1160

Re: What is the Difference between workaround and temporary fix

ITIL uses the term "workaround" for what many organizations refer to as a "temporary fix".
by tedderpd
Thu Jul 11, 2019 8:08 am
Forum: Related Topics
Topic: Is Applications Management Function best fit for IT SDLC?
Replies: 1
Views: 1677

Re: Is Applications Management Function best fit for IT SDLC?

Corde - This is a great question - and I'm afraid that I don't have a good answer for you. In my experience, this is always under the "art" category of the art and science of ITSM. While many organizations do take advantage of enterprise applications like an Oracle MRP or SAP, the vast majority of t...
by tedderpd
Thu Jul 04, 2019 9:55 am
Forum: ITIL Discussion
Topic: Looking for SKMS structure
Replies: 1
Views: 987

Re: Looking for SKMS structure

Ah, yes.... the SKMS. So the first thing to understand is that ITIL is not a "standard", it is a collection of what are considered to be best practices for the delivery and support of services based on the use of technology. The fact that ITIL is not a standard is a good thing.... and occasionally, ...
by tedderpd
Fri Jun 28, 2019 5:28 pm
Forum: ITIL Discussion
Topic: SSL Certification administration
Replies: 1
Views: 928

Re: SSL Certification administration

Great question - and the answer is "it depends" :-) The reason why "it depends" is that every organization is unique - in some organizations, the SSL Certification administration is done by the network group (with input from IT Security); in other organizations, IT Security does the SSL Certificatio...
by tedderpd
Fri Jun 21, 2019 8:46 am
Forum: ITIL 4 Updates
Topic: Processes do not equal Practices
Replies: 2
Views: 1772

Re: Processes do not equal Practices

Great commentary, Corde; thanks for your feedback. Another way to think about process vs. practice is to think of a practice as a "capability". I picked this up in a recent exchange with Akshay Anand, Axelos' ITSM Product Ambassor. When you think of a practice as a capability - or the ability to do ...
by tedderpd
Thu Jun 20, 2019 7:24 am
Forum: ITIL Discussion
Topic: What is demand management ?
Replies: 1
Views: 1001

Re: What is demand management ?

Demand management (in ITIL V3) is a process that works to influence the use and consumption of services. Patterns of Business Activity (PBA) is a technique used by Demand Management to understand the ways and frequencies that services are consumed - which Capacity Management needs to know in order t...
by tedderpd
Thu Jun 20, 2019 7:05 am
Forum: Problem Management
Topic: Should you communicate via a Problem to the customer?
Replies: 2
Views: 1289

Re: Should you communicate via a Problem to the customer?

So, here are my thoughts about this question. As with most things ITSM, "it depends". For most Problems, communication to the user community should be done via the Service Desk. I agree that the problem-solvers should focus on solving the problem, but periodically update the problem record so that t...