Search found 403 matches

by BorisBear
Fri Mar 23, 2012 11:19 am
Forum: ITIL Jobs
Topic: Job opportunity in IT Service industry after completed ITIL
Replies: 2
Views: 5629

IBM
HP
Lots Of Others

I think you need to choose something not too taxing on the brain
by BorisBear
Fri Mar 23, 2012 11:16 am
Forum: ITIL Discussion
Topic: ITIL Qualifications
Replies: 4
Views: 4267

I think the certification path would go Novice - can spell ITIL and use it in a sentenace with IT Service Management Monk - Can recite in 3 part harmony with 1 or more monks the identified processes and how they interrelate prelate - can create dittys, puns and songs about ITIL and best practice pr...
by BorisBear
Fri Mar 23, 2012 11:10 am
Forum: ITIL Discussion
Topic: Mission Statement - for Service Deliverry Management Team
Replies: 6
Views: 8185

Re: Mission Statement - for Service Deliverry Management Tea

Hi, I am putting together the ideal 'Mission Statement' for the Service Delivery Management Team - anyone care to contribute ? Hi I am happy to do this for you. I estimate 10 mandays to come in speak with your team, understand the ethos, the strategy and the culture, drawing up a list of candidates...
by BorisBear
Mon Feb 27, 2012 6:20 am
Forum: ITIL Discussion
Topic: ITIL Qualifications
Replies: 4
Views: 4267

BorisBear, I had that conclusion when they no longer required a written exam the entire ITIL certification program is geared to generate income for the training companies and their trainers with out exposing them to any additional duties The ITIL Expert level exam should be a written exam - testing...
by BorisBear
Mon Feb 27, 2012 5:53 am
Forum: ITIL Jobs
Topic: IT Service Manager-CHGM for Germany
Replies: 2
Views: 5240

HP or SAP


RWE as well
by BorisBear
Mon Feb 27, 2012 4:31 am
Forum: ITIL Discussion
Topic: ITIL Qualifications
Replies: 4
Views: 4267

ITIL Qualifications

I'm fast coming to the conclusion that they're not worth the paper they're written on. Anyone can walk in off the street, do a few training courses and get the qualifications now and I see lots of V3 experts who couldn't find their arse with both hands. What can we do to raise standards? I'm going t...
by BorisBear
Wed Feb 08, 2012 11:16 am
Forum: ITIL Discussion
Topic: SLA Measurement for Vendors of Admin, IT, Operations
Replies: 6
Views: 5082

Diarmid wrote:At the risk of stating the obvious, can you not derive the template from the SLAs in question?

In fact I cannot think of any other way to do this.
This is the only way of doing it - if you are looking for common threads that run through all your SLAs then they would likely be your KPIs
by BorisBear
Fri Jun 17, 2011 6:22 am
Forum: ITIL Discussion
Topic: Release - Post Implementation Review
Replies: 2
Views: 3079

Diarmid wrote:JOTTOMH:

- were the planned resources appropriate/adequate (scale and skill and availability)?

- something about communications.

- something about contingency/regression preparations - at least if it was used.
Thanks Diarmid - you've sparked my creative juices :lol:
by BorisBear
Wed Jun 15, 2011 7:55 am
Forum: ITIL Discussion
Topic: resolution time?
Replies: 9
Views: 8739

Hi and thanks Diarmid for your reply as you know average resolution time is used as a KPI in ITIL in incident management even if you are not commited by it in-front of the customer\user however it does remain a KPI. the question is, if there is no standard threshold for resolution time per severity...
by BorisBear
Wed Jun 15, 2011 5:25 am
Forum: ITIL Discussion
Topic: Release - Post Implementation Review
Replies: 2
Views: 3079

Release - Post Implementation Review

I'm pulling some standard questions together for terms of reference for a Release Post Implementation Review and could use some suggestions. So far I've got: Was the release deployed in line with the plan? Did the release follow expected deployment timescales? Did the release generate any major inci...
by BorisBear
Mon May 23, 2011 9:39 am
Forum: ITIL Service Delivery
Topic: Financial Mgt Question - re CMDB
Replies: 7
Views: 11087

pk_ wrote:Ugh, forget it.

From what you've said I think you've got the right idea.......you would want the CMDB to hold information that's going to help you with budgeting and charging (e.g. who uses it)
by BorisBear
Tue May 17, 2011 4:04 am
Forum: ITIL Discussion
Topic: Introduction to ITIL
Replies: 4
Views: 3866

Re: Introduction to ITIL

Hi I need assistace,i am newly appointed by a government department as a service desk manager and the department bought an ITSM tool which cost a fortune,no process are in place except from incident,request,Which i started from scratch.Where do i start to convince everyone that until we document po...
by BorisBear
Tue May 17, 2011 3:59 am
Forum: Change Management
Topic: BIA Questionnaire
Replies: 2
Views: 4250

Dont know if this is relevent, but in my old ITSCM duties, my BIAs always contained Recovery Point Objectives and Recovery Time Objectives. -Flasheart Thanks - we're talking SAP application changes.......those would be applicable in some cases so I'll put them in as optionals with a work instructio...
by BorisBear
Fri May 13, 2011 6:16 am
Forum: Change Management
Topic: BIA Questionnaire
Replies: 2
Views: 4250

BIA Questionnaire

So, I'm helping out our Change Manager here and I could use some help dusting off a few of my Change Management cobwebs. We're running in a SAP environment where we have a daily CAB to pick up application layer changes but we also have urgent changes going through outside of the CAB process because ...
by BorisBear
Mon May 09, 2011 4:04 am
Forum: Change Management
Topic: Handling Changes that results in several activities
Replies: 5
Views: 5604

Its the second one.