Search found 24 matches

by Gav
Thu Feb 25, 2010 10:22 pm
Forum: ITIL Discussion
Topic: KPIs vs Metrics
Replies: 4
Views: 4669

OK thanks. Yeh my document is process definition related, so I am trying to resolve the concept and as it has always been a grey area for me, I just wanted some opinions from the community on what I thought KPIs and Metrics meant to each other. I think i can move forward with these thoughts though. ...
by Gav
Mon Feb 22, 2010 12:18 am
Forum: ITIL Discussion
Topic: ITIL Compliance
Replies: 8
Views: 5019

ISO20000 is the ITSM standard to which organisations (and perhaps one day tools) can comply to. ISO20000 is heavily based on the ITIL framework so its as close as you are going to get to becoming "ITIL compliant" which as stated previously is a contradiction in terms given its a framework. From what...
by Gav
Mon Feb 22, 2010 12:08 am
Forum: ITIL Discussion
Topic: RFC
Replies: 3
Views: 3970

A RFC initiates the Change Process.

Your dot points are activities that form the change process.
by Gav
Sun Feb 21, 2010 11:33 pm
Forum: ITIL Discussion
Topic: KPIs vs Metrics
Replies: 4
Views: 4669

KPIs vs Metrics

Hi everyone, can I get concensus on the following text I want to use in my doco? Thanks A metric is any standard of measurement - number of incidents logged, average time to log an incident, percentage of incidents resolved within agreed timeframes etc. Metrics can also contain target measurements s...
by Gav
Wed Feb 11, 2009 6:27 pm
Forum: ITIL Training & ITSM Conferences
Topic: new to group...
Replies: 6
Views: 8780

by Gav
Wed Feb 11, 2009 5:58 pm
Forum: The ITIL Service Desk
Topic: Service Desk KPI's in the ITIL environment, help needed.
Replies: 21
Views: 17137

by Gav
Wed Feb 11, 2009 5:27 pm
Forum: ITIL Certification
Topic: EXIN-Exams cheating me?
Replies: 8
Views: 10925

by Gav
Tue Feb 10, 2009 9:31 pm
Forum: ITIL Discussion
Topic: IT Roadmap according to ITIL
Replies: 7
Views: 5484

by Gav
Thu Oct 12, 2006 9:11 pm
Forum: ITIL Discussion
Topic: Incident Management - Service Request
Replies: 15
Views: 19769

by Gav
Tue Jul 26, 2005 1:39 am
Forum: ITIL Discussion
Topic: Incident Categories
Replies: 3
Views: 12642

by Gav
Tue Dec 14, 2004 5:45 am
Forum: ITIL Jobs
Topic: ITIL Position Rating
Replies: 4
Views: 11906

by Gav
Tue Dec 14, 2004 4:53 am
Forum: The ITIL Service Desk
Topic: Differentiate between Incident and normal help desk call
Replies: 10
Views: 25172

by Gav
Tue Dec 14, 2004 4:47 am
Forum: Problem Management
Topic: Problem Management
Replies: 13
Views: 40915

by Gav
Wed Dec 01, 2004 4:48 am
Forum: Configuration Management
Topic: How to update the CMDB
Replies: 8
Views: 16083

by Gav
Tue Nov 30, 2004 6:32 am
Forum: ITIL Discussion
Topic: Release and deployment
Replies: 3
Views: 8865