Search found 403 matches

by BorisBear
Thu Apr 14, 2011 5:14 am
Forum: Problem Management
Topic: Problem Weighting Matrix
Replies: 12
Views: 11310

DanA

I think posters requests for help/ideas are always met more favourably when posters offer some thoughts of their own.

Otherwise it comes across as someone wanting other people to do their job for them.
by BorisBear
Wed Apr 13, 2011 8:22 am
Forum: ITIL Discussion
Topic: ITIL v4 - You're the architect
Replies: 6
Views: 7254

ITIL v4 - You're the architect

What would you change?


For me there's a whole lot of beefing-up required around Problem Management
by BorisBear
Tue Apr 12, 2011 9:59 am
Forum: Problem Management
Topic: Problem Weighting Matrix
Replies: 12
Views: 11310

Re: Problem Weighting Matrix

At the request of the CIO I will shortly be implementing a Problem Management board within my organisation which will comprise of Business Service Managers who engage with the different brands in our organisation, the Service Desk Manager, Incident Manager and will invite others as appropriate. We ...
by BorisBear
Mon Apr 11, 2011 4:37 am
Forum: The ITIL Service Desk
Topic: Which Incident has more Priority among these 2?
Replies: 5
Views: 6265

And if the board meeting has no major/urgent agenda item and the information on the documents can readily be conveyed orally with a promise of documentation to follow, while three of the one hundred users are each racing a deadline for submitting a tender, the winning of any one of which will secur...
by BorisBear
Mon Apr 11, 2011 3:53 am
Forum: The ITIL Service Desk
Topic: Priority / Severity 1 Incident
Replies: 5
Views: 9358

I agree and disagree with Diarmid. As a long time Service Level Manager I'm not prepared to put aside SLA targets easily but the priority is service to the customer. At the end of the incident if everything has been done to restore service as quickly as possible and the timescale has been missed the...
by BorisBear
Mon Apr 11, 2011 3:48 am
Forum: The ITIL Service Desk
Topic: Which Incident has more Priority among these 2?
Replies: 5
Views: 6265

CEO's printer.....without a shadow of doubt
by BorisBear
Mon Apr 04, 2011 4:06 am
Forum: ITIL Discussion
Topic: Security management is NOT a process !
Replies: 9
Views: 7975

Hi guys, I think the point here is that instead of talking of a SM process, ITIL and ISO20000 should talk of different processes, procedures, working instructions, tools, expertise, roles and responsibilities needed in order to establish a SM function. Like the SD function, which participates in di...
by BorisBear
Thu Mar 31, 2011 4:30 am
Forum: ITIL Service Delivery
Topic: Availabilty of a VBF query
Replies: 4
Views: 7958

Sorry VBF = Vital Business function I had this email and suggested this was not a problem but more to to with availability, wasnt sure then how to progress matters. "Following a discussion with fred bloggs we will be offering an enhanced IT service during the ******** period. The exact nature of th...
by BorisBear
Wed Mar 30, 2011 7:03 pm
Forum: ITIL Service Delivery
Topic: Availabilty of a VBF query
Replies: 4
Views: 7958

Your question is a little random. Let me suggest that your service seems to be (at least initially) a platinum service and you need to set it up in your ITSM tool so that any tickets (incident, problem or change) attract a high priority and an appropriate level of security. Putting the tooling and y...
by BorisBear
Wed Mar 30, 2011 6:57 pm
Forum: ITIL Discussion
Topic: Policy vs. Process vs. Procedure
Replies: 3
Views: 6496

Re: Policy vs. Process vs. Procedure

I've been looking for good resources on the differences between Policy, Process and Procedure and have found several, but I am somewhat perplexed regarding a number of ITIL references that I have found. Most notably, a number of ITIL references only speak of "Procedure" as a process component, not ...
by BorisBear
Wed Mar 30, 2011 6:54 pm
Forum: ITIL Discussion
Topic: Security management is NOT a process !
Replies: 9
Views: 7975

Re: Security management is NOT a process !

It is a function. Just like Capacity management and availability management, it needs a dedicated team (or person), with the expertise and tools necessary to execute all activities under their responsibility. So here we are establishing a security management function but I see myself doing the exac...
by BorisBear
Wed Mar 30, 2011 6:15 am
Forum: Miscellaneous
Topic: Scope of ITIL in the BPO/KPO industry
Replies: 4
Views: 11845

Re: Scope of ITIL in the BPO/KPO industry

BPOs have a great scope in India. Around 5 years back, BPOs were just a means by which companies could save costs. Only a few activities were outsourced.The continuously growing BPO sector in India is the new call for young generations of the country who are on the verge of make their careers.The y...
by BorisBear
Wed Mar 30, 2011 6:03 am
Forum: Change Management
Topic: Creating Maintenance Windows
Replies: 7
Views: 12443

Re: Creating Maintenance Windows

The Change management policy,the Service level management process, the Change Board policy ,The fact that maintenance activity has at least a potential for involving changes is a bit of a red herring.Maintenance window is a slot (agreed by related parties) where it is safe to bring down a system to...
by BorisBear
Wed Mar 30, 2011 6:00 am
Forum: Change Management
Topic: "Change authority" vs. CAB
Replies: 4
Views: 12704

Re: "Change authority" vs. CAB

What is the difference between "Change authority" and "Change Advisory Board"? The official definitions are "A group that is given the authority to approve Change, e.g. by a project board. Sometimes referred to as the Configuration Board." and "A group of people who can give expert advice to Change...
by BorisBear
Wed Mar 30, 2011 4:19 am
Forum: ITIL Certification
Topic: ITIL V3 Foundation Certified. What next?
Replies: 7
Views: 8856

vampirephenom wrote:Thank you. How should I proceed with ITIL Intermediate Certification which is the next step.

He told you to google it.....it isn't hard.

Google 'ITIL V3 Service Operation Certification'