Search found 25 matches

by Corde Wagner
Wed Sep 11, 2019 4:30 pm
Forum: The ITIL Service Desk
Topic: Change password
Replies: 2
Views: 1000

Re: Change password an Incident or a SR?

I agree with Ted that a password resets can be recorded as either an incident or request, but the rational for either should be clearly documented to reduce confusion. From my point of view, I would always treat requests to reset a password as service requests.
by Corde Wagner
Mon Jul 08, 2019 10:44 pm
Forum: ITIL 4 Updates
Topic: Has IT Service Operations disappeared from ITIL v4 ?
Replies: 1
Views: 1943

Re: Has IT Service Operations disappeared from ITIL v4 ?

I had the same question before taking the ITIL 4 Foundations with Suzanne Van Hove through GoGoTraining.com. Concurrent with the training (and as Suzanne recommended), I read purchased and read the ITIL 4 Foundations book. From that my take is that the Service Value System, value chain and the relat...
by Corde Wagner
Fri Jun 28, 2019 12:36 pm
Forum: ITIL Discussion
Topic: If i got ITIL cert, what job can i do?
Replies: 2
Views: 1081

Re: If i got ITIL cert, what job can i do?

The ITIL Foundations certification makes you better qualified for most Information Technology (IT) jobs than those who do not have that certification. If you were interested in Service Desk (aka Helpdesk), technical positions (network, server, database administrator), desktop support, change managem...
by Corde Wagner
Wed Jun 26, 2019 7:14 pm
Forum: Related Topics
Topic: Is Applications Management Function best fit for IT SDLC?
Replies: 1
Views: 1713

Is Applications Management Function best fit for IT SDLC?

ITIL v3-2011 Service Operation offers a relatively small amount of guidance/information for how to position the many activities performed by IT applications development and support teams. Looking at service provision/service delivery contracts that I have worked with, they will include the usual Cha...
by Corde Wagner
Wed Jun 26, 2019 7:00 pm
Forum: ITIL Discussion
Topic: ITIL expert
Replies: 2
Views: 1057

Re: ITIL expert

I agree with Marianne that working towards the ITIL Expert certification by taking the ITIL v3-2011 is the way to go at this time. The learning is exceptional through GoGoTraining and none of the training/certifications will be tossed away when ITIL 4 comes out.
by Corde Wagner
Thu Jun 20, 2019 11:43 pm
Forum: ITIL 4 Updates
Topic: Processes do not equal Practices
Replies: 2
Views: 1800

Re: Processes do not equal Practices

Interesting points Ted. I think your thoughts are spot on. It may be helpful for some readers to add the ITIL 4 definition of practice, which is defined as "A set of organizational resources designed for performing work or accomplishing an objective". Given this definition and your observations, I w...
by Corde Wagner
Sun Jun 16, 2019 4:53 pm
Forum: Miscellaneous
Topic: Does the ITIL require (or address) "soft skills"?
Replies: 3
Views: 2196

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

Someone recently asked me if the ITIL requires "soft skills", and while I emphatically said "yes" but without giving away why I think it does, what do you think? Are soft skills required in IT Service Management (hint)?
by Corde Wagner
Mon Jun 03, 2019 3:49 pm
Forum: Miscellaneous
Topic: Difficulty with ITIL
Replies: 1
Views: 1002

Re: Difficulty with ITIL

Hello James, I've been a huge fan of ITIL since I first discovered it, and I think what made it much easier for me to relate to (which then I hope it would be less mind numbing) was taking a professionally delivered Foundations class. That was back in version 2 and the instructor was able to relate ...
by Corde Wagner
Mon Apr 29, 2019 10:46 pm
Forum: ITIL Discussion
Topic: Supporting Service vs. Enabling Service?
Replies: 2
Views: 1656

Re: Supporting Service vs. Enabling Service?

Hi Eric, Because it's my experience that practitioners and customers don't refer to services using the enhancing or supporting terms, I would have to generalize my answer that these terms would be limited to a discussion with someone who very familiar with the ITIL framework. I would also guess sinc...
by Corde Wagner
Tue Apr 23, 2019 11:27 pm
Forum: ITIL 4 Updates
Topic: V3 Classes
Replies: 1
Views: 2071

Re: V3 Classes

Hello, Marianne answered this in the section. Here's what she wrote: ITIL V3 certifications never expire and V3 classes are available. The last date to take V3 exams is June 2020 so you will be sure to be able to find V3 classes until then. Options are live classroom, live online and self-paced. Loo...
by Corde Wagner
Wed Apr 17, 2019 11:43 pm
Forum: ITIL 4 Updates
Topic: ITIL 4 for new persons
Replies: 4
Views: 2735

Re: ITIL 4 for new persons

I agree with @thecrowdtraining. PeopleCert makes it very easy to take the exam online and you get the results as soon as you submit your answers.
by Corde Wagner
Wed Apr 17, 2019 11:40 pm
Forum: Problem Management
Topic: Major Incident Problem Communication
Replies: 4
Views: 2306

Re: Major Incident Problem Communication

Spot on @tedderpd, I agree with you and also with the approach of not allowing the Incident record to remain open indefinitely. As an add-on approach to this situation, I borrowed from ITIL v2 the concept of "restore" as a point where the impacted users are able to resume their work and that identif...
by Corde Wagner
Wed Apr 03, 2019 9:44 pm
Forum: ITIL Discussion
Topic: Looking for some guidance
Replies: 1
Views: 1410

Re: Looking for some guidance

Hello, Most ITSM tools come with a predefined set of CIs based on common infrastructure (e.g. HP, NetApp, etc.) or applications (e.g. Oracle, Solarwinds, etc.). These generally are used for discovery and also to enable populating your CMDB. If your ITSM tool doens't have a predefined CI for what you...
by Corde Wagner
Tue Mar 19, 2019 11:15 pm
Forum: Change Management
Topic: Release management and change
Replies: 1
Views: 1331

Re: Release management and change

Hello Mayrixjfa, As an ITSM practitioner since 2005 and while at a number of different organizations using various ITSM toolsets, we were using project management lifecycle for releases, and not the ITSM tool. The key was that a change authority in the organizations building the release held release...
by Corde Wagner
Tue Mar 19, 2019 6:18 pm
Forum: The ITIL Service Desk
Topic: ITIL tool (software) recommendation
Replies: 2
Views: 3581

Re: ITIL tool (software) recommendation

A very good resource for how ITSM tools are rated can be found in the latest copy of the Gartner "Magic Quadrant". If you search in a browser for "Gartner Magic Quadrant ITSM tool", you will find links to free copies. That said and only from my personal experience with several different ITSM tools y...