Search found 20 matches

by MikkoH
Wed Dec 19, 2012 2:25 am
Forum: ITIL Certification
Topic: Renaming of ITIL
Replies: 1
Views: 4609

Not gonna happen, too much money on the side-products, but there might be a new participant, kinda like with Judo or Karate :)
by MikkoH
Wed Dec 19, 2012 2:21 am
Forum: Related Topics
Topic: Service Catalog as a Knowledge Management Tool
Replies: 1
Views: 9166

I think it looks really solid, and might use something similar, I think it makes sense to have more data there or at least referrals to where it is. It seems to me that people take all the ITIL a bit too seriously :) Customizing for business is necessary I'd say, and this is on that road..
by MikkoH
Wed Dec 19, 2012 2:17 am
Forum: Miscellaneous
Topic: How to prevent or reduce the amount of Incident Tickets?
Replies: 3
Views: 6614

Hi, I won't go into full ITIL here, but rather try to help, if you want to do it strictly by the book, you'll need Incident management, Problem Management, possibly Change as well, not to mention CSI, but in a nutshell: Start by removing the cause of the incidents in the first place. See if there is...
by MikkoH
Wed Dec 19, 2012 2:09 am
Forum: Configuration Management
Topic: How does SACM works in real life?
Replies: 1
Views: 12080

I have tested a Asset Management tool (or rather asset management was built-in), and it basically scans the network on a schedule, and builds a library/report of the findings, you can also usually add the registration details on software and hardware to avoid nasty surprises and keep watch on illega...
by MikkoH
Wed Dec 19, 2012 2:00 am
Forum: ITIL Discussion
Topic: ITIL and ITIL-F exam
Replies: 1
Views: 12027

ITIL Foundations is the entry-level for all the other ITIL stuff, complete that first.
by MikkoH
Mon Dec 17, 2012 4:18 am
Forum: ITIL Discussion
Topic: Customer comes first, right?
Replies: 2
Views: 12509

Example 1

Example: Enduser's ticket gets tossed around in a request management tool, having hard time to identify the correct support team, at worst case leading to somebody's access to needed tool be delayed by weeks, even months, not very supporting but could be according to the process, would it help to ha...
by MikkoH
Fri Dec 14, 2012 8:23 am
Forum: ITIL Discussion
Topic: Customer comes first, right?
Replies: 2
Views: 12509

Customer comes first, right?

When designing service, we all might remember that the idea of the ITIL is to serve the business by having common language and processes that enable the business to do it's work, which is no doubt the most important thing in any job. I do however think this is not always the case, I'd love to hear f...
by MikkoH
Fri Dec 14, 2012 1:41 am
Forum: ITIL Discussion
Topic: What Q/A can help for GAP Analysis in different processes
Replies: 3
Views: 13524

Hi, Have you implemented any metrics and KPI's on your service? If you have the data, check the incidents and Srequests that followed the processes implemented and the ones that did not, create processes if needed. Also should check the communication lines, where there delays or was some contact har...
by MikkoH
Thu Dec 13, 2012 6:45 am
Forum: Change Management
Topic: Responding to Catastrophic Unplanned Events
Replies: 4
Views: 6316

I'd say you should have a recovery plan for such possibilities ready, with all the steps to be performed, all the contact info for responsibles ready, back-ups for the former defined and so on. Then you should seek to try it out at least once a year to see if it does work and also examine carefully ...
by MikkoH
Thu Dec 13, 2012 12:59 am
Forum: ITIL Discussion
Topic: I don't know where to start
Replies: 1
Views: 6839

Dear Santa,
As you're not paying any taxes or tolls either, shouldn't you look into certain Sicilian organization for help? I'm pretty sure they will have all the answers for your problems, they seem to be running very similar outfit ;)
by MikkoH
Wed Dec 12, 2012 8:31 am
Forum: ITIL Discussion
Topic: Problem Record & Known Error - Templates / Categories
Replies: 3
Views: 8648

Hmm, it sounds more like a maintenance job you do in order to keep the space down, feature, not a bug. It's not a workaround as such. If you are unable to free the data and the server goes down, you'll have an incident, which, although very known, is something that was caused by lack of maintenance....
by MikkoH
Wed Dec 12, 2012 7:16 am
Forum: ITIL Discussion
Topic: Problem Record & Known Error - Templates / Categories
Replies: 3
Views: 8648

For the error to be known, there should be enough data to describe the error symptoms: #: KE 1001 Description: popup with error 23 Solution: update your software x from url z....jaada daada Meta words to help search for the known error. Problem doc is bit different as you should have all the data yo...
by MikkoH
Wed Dec 12, 2012 3:42 am
Forum: ITIL Jobs
Topic: ITIL Job Opportunities
Replies: 3
Views: 8043

Then again, if you already have experience in working at IT, you should find it revealing to find it all come together when studying ITIL, in my opinion the worth isn't in the theory as much as refining the practice you already do. So by all means do the Foundations, as it will let you talk about th...
by MikkoH
Wed Dec 12, 2012 2:41 am
Forum: ITIL Discussion
Topic: service catalog example
Replies: 1
Views: 6536

Go check the wwwdotitilnewsdotcom/ITIL_Service_Catalogue_How_to_produce_a_Service_Catalogue

Should be what you are after, I think
by MikkoH
Wed Dec 12, 2012 2:33 am
Forum: ITIL Discussion
Topic: ITIL Implementation
Replies: 11
Views: 12561

My 2 cents, Self-Help seems to be the cost-friendly solution to everything nowadays, also automating stuff could work to help kill the long waits. The Service is balanced between extremely reactive(your case) and extremely proactive. Adapting stuff from ITIL won't mean anything if there's no effort ...