Search found 403 matches

by BorisBear
Mon May 09, 2011 4:01 am
Forum: Problem Management
Topic: Recording Known Error for Service Desk usage
Replies: 3
Views: 5050

Whenever you have a new Known Error why not issue a briefing to the Service Desk advising them what it is, symptoms, etc, etc, and get some buy in from the Service Desk Management to keep the team appraised of Known Errors......Maybe make it one of their job objectives.
by BorisBear
Tue May 03, 2011 4:37 am
Forum: Problem Management
Topic: Problem Managers that are technically clueless
Replies: 11
Views: 12055

Re: Problem Managers that are technically clueless

Landerson wrote:Experience has taughut me, problem work shops are funny.
Typical techie snobbery :oops:
by BorisBear
Thu Apr 28, 2011 8:33 am
Forum: Problem Management
Topic: Problem Record vs. Known Error Record
Replies: 3
Views: 6871

As far as I'm concerned, known errors and problems are concepts. It matters not a jot whether they reside in a single "database" a pair of "databases" with a mechanism to relate entries in one with the related entries in the other, or half a dozen "databases" with all the relevant links in place. T...
by BorisBear
Wed Apr 27, 2011 7:55 am
Forum: ITIL Service Delivery
Topic: Work Between Service Desk Guys and Asset Management
Replies: 4
Views: 8450

The CMDB provides details of supported assets and their relationships to the Service Desk
by BorisBear
Wed Apr 27, 2011 4:24 am
Forum: Change Management
Topic: Change coordinator/manager role
Replies: 6
Views: 12175

Re: Change coordinator/manager role

I know ITIL v3 got away from the Change coordinator role and established a Change Ma2nager role in its place. I am curious to know what role this plays in peoples organizations, away from what the ITIL defined role is. In other words, what role does the change coordinator play in your organization ...
by BorisBear
Thu Apr 21, 2011 10:52 am
Forum: The ITIL Service Desk
Topic: Service Desk quality codes
Replies: 5
Views: 7288

If basic stuff is getting missed off the records or not done to the extent that you need a set of codes to describe it, then you don't have much of a viable management system to start with. At that level it should be so much an aberration that it just gets dealt with. The only exception I might cou...
by BorisBear
Thu Apr 21, 2011 4:13 am
Forum: The ITIL Service Desk
Topic: Service Desk quality codes
Replies: 5
Views: 7288

Is this some kind of name and shame or just a general slagging off? How is the quality of the entries managed? Do second line staff have a proper procedure to follow when they use this facility? Does it serve a useful purpose? How does the second line person know sufficient about the circumstances ...
by BorisBear
Wed Apr 20, 2011 6:08 am
Forum: ITIL Jobs
Topic: Looking For An Active Position
Replies: 14
Views: 12074

Re: Looking For An Active Position

Sorry guys, maybe I took the name of the forum too literally or perhaps it should be changed to reflect what it really is? It is interesting that I have not seen anything that can be classified as even fairly serious on here. My error! :? No, you were correct, it can be used as a place to find jobs
by BorisBear
Tue Apr 19, 2011 10:34 am
Forum: ITIL Jobs
Topic: Looking For An Active Position
Replies: 14
Views: 12074

OMG You mean I misspell consultant !!! I thought that was the correct spelling... at least on my part Must have been a freudian slip, bra and knickers HadynI: I must confess I can not reach the same level as you have I dont have 19 patents It makes my life easied than yours what with having to fill...
by BorisBear
Tue Apr 19, 2011 8:59 am
Forum: ITIL Jobs
Topic: Looking For An Active Position
Replies: 14
Views: 12074

UKVIKING wrote:BorisBear

So you get the post.... huh ?

Yeah.......I like your enthusiasm and your clever spelling of consultant
by BorisBear
Tue Apr 19, 2011 5:24 am
Forum: ITIL Jobs
Topic: Looking For An Active Position
Replies: 14
Views: 12074

I laways knew that americans can not do irony, sarcasm or be witty; buut I figured after 10 years int he UK, some of it would have rubbed off on me BorisBear: yea, I forgot about my stand against the 'Man' regarding v3 The same is for PrISM - which is creeping over here. HaydnI: You have failed to ...
by BorisBear
Tue Apr 19, 2011 3:36 am
Forum: ITIL Discussion
Topic: Security management is NOT a process !
Replies: 9
Views: 7955

Timo wrote:
ChasingSleep wrote:Boris,

I understand your point. But I understand that ITIL should reflect the best practices in IT Management.

Cheers!
... actually because it doesn't always ITIL's done away with being call "best" practices. ;)
Yep......he's wrong about that as well :wink:
by BorisBear
Tue Apr 19, 2011 3:33 am
Forum: ITIL Jobs
Topic: Looking For An Active Position
Replies: 14
Views: 12074

John is getting absent minded in his old age He also forgot to mention that he has shunned V3 certification in a stick-shaking gesture of objection to 'The Man'. HadynI - what's the new ITIL Master course? I have the Manager and Expert qualification (and I'm aware that outside of the UK some geograp...
by BorisBear
Mon Apr 18, 2011 4:33 am
Forum: Miscellaneous
Topic: How to define Service Availability
Replies: 2
Views: 4841

It depends how you define Service........a question for service level management. If its defined from a user perspective then you may well be right but I suspect your company is offering an application service, a network service, a data centre service, etc and wouldn't want to be hit twice on differ...
by BorisBear
Fri Apr 15, 2011 7:09 am
Forum: ITIL Discussion
Topic: Service Desk Incorrect Usage?
Replies: 8
Views: 6742

There is a famous old British Printing Company who are currently looking to introduce ITIL processes and techniques to their manufacturing/production environment. No reason why ITIL can't lend itself to non-IT environments in a number of cases.