Search found 13 matches

by tedderpd
Mon Jun 17, 2019 8:58 am
Forum: Miscellaneous
Topic: Does the ITIL require (or address) "soft skills"?
Replies: 2
Views: 21

Re: Does the ITIL require (or address) "soft skills"?

I would respectfully disagree with one aspect of the previous post - "it is not part of ITIL 4 Foundation". Actually, soft skills are part of ITIL 4 Foundation -- have a look at the Guiding Principles. Here are a few examples of where "soft skills" are needed and used: - "Collaborate and promote vis...
by tedderpd
Thu Jun 13, 2019 9:08 am
Forum: ITIL 4 Updates
Topic: Processes do not equal Practices
Replies: 0
Views: 72

Processes do not equal Practices

I’ve noticed a tendency to equate ITIL 4’s 34 practices to ITIL v3’s 26 processes. But that is a misconceived notion. A practice is much more than a process. In fact, a practice may leverage many processes to accomplish its goals. Processes transform defined inputs into defined outputs. By definitio...
by tedderpd
Wed Jun 05, 2019 10:48 am
Forum: ITIL Discussion
Topic: My question is around Service Desk incident management SLAs and infrastructure incidents
Replies: 2
Views: 226

Re: My question is around Service Desk incident management SLAs and infrastructure incidents

Great question! This can be easily accommodated through the incident status tracking field on the incident record. What I typically see is that this field on the incident record is set to something like "hold-waiting on vendor" (or something similar). Depending on how the ITSM tool is configured, se...
by tedderpd
Tue May 28, 2019 3:36 pm
Forum: ITIL Discussion
Topic: Architecture
Replies: 1
Views: 221

Re: Architecture

While your question is not an "ITSM question" per se, have a look at this article for some guidance:

https://techbeacon.com/enterprise-it/se ... roservices
by tedderpd
Mon May 20, 2019 9:49 am
Forum: ITIL 4 Updates
Topic: MALC???
Replies: 3
Views: 465

Re: MALC???

Great question! For the first time ever, there are two versions of ITIL (ITILv3 and ITIL 4) that are available for training/certification, so l can understand why you’d like to know if it’s worth taking MALC. The answer, of course, is “it depends”. :) The ITIL 4 curriculum is not yet released, and c...
by tedderpd
Wed May 08, 2019 9:09 am
Forum: ITIL Discussion
Topic: ITIL Stakeholder Help
Replies: 1
Views: 499

Re: ITIL Stakeholder Help

The first thing to understand is how you've defined "critical" and "significant". What are the attributes of a "critical" stakeholder? What are the attributes of a "significant" stakeholder? What are the communication actions you're planning to take for a critical stakeholder vs. a significant stake...
by tedderpd
Tue Apr 30, 2019 6:48 am
Forum: ITIL Discussion
Topic: Supporting Service vs. Enabling Service?
Replies: 2
Views: 565

Re: Supporting Service vs. Enabling Service?

I agree with Corde - supporting or enabling services (I would agree that the two terms used in an ITIL context are synonyms) are only meaningful (IMO) for the IT service provider. A supporting or enabling service is needed to deliver a core service; e.g without the supporting service of "network" (b...
by tedderpd
Thu Apr 18, 2019 6:04 am
Forum: Problem Management
Topic: Major Incident Problem Communication
Replies: 3
Views: 880

Re: Major Incident Problem Communication

Thanks Corde, I appreciate your feedback and insight. Your suggestions would help draw attention to the scenario you describe - the lack of follow through on actually getting to root cause. This would help stakeholders understand why its important to focus on the problem - and differentiate it from ...
by tedderpd
Fri Apr 12, 2019 7:34 am
Forum: Change Management
Topic: Service Request and IMAC compliance
Replies: 2
Views: 631

Re: Service Request and IMAC compliance

I would suggest that you define a request model (a repeatable set of defined steps) that would be used for these kinds of service requests. Within that model, define and document the steps (and potential workflow) required to ensure compliance with IMAC policies. Instantiate that model within your I...
by tedderpd
Fri Apr 12, 2019 7:32 am
Forum: Change Management
Topic: Service Request and IMAC compliance
Replies: 2
Views: 631

Re: Service Request and IMAC compliance

I would suggest that you define a request model (a set of defined steps) that would be used for these kinds of service requests. Within that model, defined and document the steps needed to ensure compliance with IMAC policies.
by tedderpd
Fri Apr 12, 2019 7:28 am
Forum: Problem Management
Topic: Major Incident Problem Communication
Replies: 3
Views: 880

Re: Major Incident Problem Communication

I'm not a S-N expert, but from a process perspective, I would agree that the incident record should not remain open, with a status of "pending RCA". When the consumer/customer is returned to a state of acceptable service, the incident is resolved. To record the need to do a RCA, a problem record sho...
by tedderpd
Fri Apr 12, 2019 7:16 am
Forum: Problem Management
Topic: Problem Management Ownership query
Replies: 1
Views: 341

Re: Problem Management Ownership query

So, from reading your description, I see this as an opportunity for continual improvement. It appears that you already know what the root cause is - now what can be learned and improved from this event? From what you've stated, the platform team doesn't understand what the application team is doing....
by tedderpd
Thu Apr 11, 2019 12:17 pm
Forum: ITIL Discussion
Topic: ITIL Expert
Replies: 1
Views: 566

Re: ITIL Expert

AXELOS will continue to offer the ITIL v3 curriculum through (at least) mid-2020. The recommendation from them is that if you are well on your way to ITIL Expert is to continue along the ITIL v3 path until you earned 17 points - then complete the ITIL 4 Managing Professional (MP) bridge.’ Given that...