Search found 30 matches

by pk_
Fri Aug 27, 2010 6:50 am
Forum: Change Management
Topic: restarts as BAU?
Replies: 2
Views: 3833

Thanks Diarmid, very helpful answer. It sounds like you're essentially suggesting what I want to propose, which is the development of a 'service x' restart Change Model. This way a standard template can be used, the procedure and associated contingency plans will already be documented and tested, th...
by pk_
Thu Aug 26, 2010 4:43 pm
Forum: Change Management
Topic: restarts as BAU?
Replies: 2
Views: 3833

restarts as BAU?

So, during a major incident that impacted the availability of one section of a business critical system a restart of the entire system was required to restore service. This restart caused unavailability of the entire platform for 3 minutes. The technical teams tried to push through with this activit...
by pk_
Thu Jul 29, 2010 1:51 pm
Forum: ITIL Certification
Topic: Anyone do their Managers' Cert exams this week?
Replies: 4
Views: 4669

oh and I'm sure by saying this I've effectively guaranteed that I've failed both papers haha
by pk_
Thu Jul 29, 2010 1:48 pm
Forum: ITIL Certification
Topic: Anyone do their Managers' Cert exams this week?
Replies: 4
Views: 4669

Which case study did you do? Mine was Mobtel, and the Support questions really were straight down the line...I mean one (6 marks I think) was "List the information that should be recorded in an Incident record"! But yes, like you I'm much more familiar with the Support side of things and was quite s...
by pk_
Thu Jul 29, 2010 1:34 pm
Forum: ITIL Jobs
Topic: ITSCM advice
Replies: 0
Views: 3628

ITSCM advice

Hi all, Over the course of revising for my Manager's Certificate, I've come to the conclusion that I'd like to move my career in the ITSCM direction in the not too distant future. I'm currently a "Major Incident and Problem Manager" (I know, I know..), and have previously been a Problem Manager and ...
by pk_
Thu Jul 29, 2010 1:27 pm
Forum: ITIL Certification
Topic: Anyone do their Managers' Cert exams this week?
Replies: 4
Views: 4669

Anyone do their Managers' Cert exams this week?

How did you find them? :)

I was quite surprised by the Support one, the questions were fairly straightforward and to the point rather than trying to trick you with dodgy wording :P Delivery wasn't too bad either, all-in-all quite interesting questions!
by pk_
Mon Jul 26, 2010 12:36 pm
Forum: ITIL Service Delivery
Topic: Financial Mgt Question - re CMDB
Replies: 7
Views: 8836

Ugh, forget it.
by pk_
Mon Jul 26, 2010 12:06 pm
Forum: ITIL Service Delivery
Topic: Financial Mgt Question - re CMDB
Replies: 7
Views: 8836

Yeah cheers Anyway, to anyone else reading, all I could come up with was details of the various Services (and who uses them), linked to CIs that provide them, with details of resources that were to be used for cost units (disk space etc). That would provide the basis for coming up with cost models f...
by pk_
Mon Jul 26, 2010 9:28 am
Forum: ITIL Service Delivery
Topic: Financial Mgt Question - re CMDB
Replies: 7
Views: 8836

Financial Mgt Question - re CMDB

Hi all, I had a financial mgt question come up in a mock exam that completely stumped me, I was just wondering how people would have answered it? Question was: You are responsible for introducing a new Financial Management system for MAS which is to include charging. You have been approached by the ...
by pk_
Wed May 19, 2010 4:55 am
Forum: Problem Management
Topic: Which problems do not lead to change management process?
Replies: 7
Views: 7384

Another example would be a problem that's not worth fixing. Maybe the fix is too expensive or maybe the item is at end-of-life anyway. Probably a stupid question, but what's the general opinion on the PM team making decisions like that? Shouldn't the cost/effort vs business case judgement be made d...
by pk_
Wed May 19, 2010 4:50 am
Forum: Problem Management
Topic: Major Incident
Replies: 8
Views: 9175

I'd imagine the Problem Manager would also have more experience of managing the various 3rd party and/or internal resolution groups, and would have built up a stronger relationship with them through PM activities. Depending on the scale of the Major Incident and the structure of the company this wou...
by pk_
Mon Mar 01, 2010 1:47 pm
Forum: ITIL Discussion
Topic: Please upload Root cause\codes from your PROD env.
Replies: 36
Views: 18373

pk_, I guess Diarmid's response was related to this thread http://www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&p=22207#22207 So let's drop this, keep high the spirit and intention of helping and go on with what's this forum was meant for. A new week, eyes widely opened, feeling ener...
by pk_
Sun Feb 28, 2010 7:53 am
Forum: ITIL Discussion
Topic: Please upload Root cause\codes from your PROD env.
Replies: 36
Views: 18373

Diarmid wrote:
IhateUSD wrote:(Still can't hit that url above though).
PK_, eat your heart out!!!
:(
by pk_
Sun Feb 28, 2010 6:44 am
Forum: Miscellaneous
Topic: Incident Mgt Awareness 'Campaign'
Replies: 4
Views: 5437

thanks MBU, while writing it i've tried to involve the operators as much as possible; i've consulted them about the decisions around choosing priorities, what specific information about Incidents they need to log and whether the Incident models are accurate and clear, that sort of thing. However I'v...
by pk_
Sat Feb 27, 2010 7:30 pm
Forum: Miscellaneous
Topic: Incident Mgt Awareness 'Campaign'
Replies: 4
Views: 5437

I should point out, ours is a reasonably small operation - we have 14 1st line Operators, 4 2nd line support staff, 16 field service engineers and around 15 3rd line development staff who are involved in Problem Management and very occasionally act as functional escalation points for incidents. as e...