Search found 3639 matches

by UKVIKING
Sat Sep 29, 2018 7:52 am
Forum: Change Management
Topic: Open Changes Auditing Risks
Replies: 3
Views: 3158

Justahunk You are responsible for the ENTIRE Change Management Process - as you have clearly stated. So, the issue is that the teams dont do their follow thru. Is there a policy stating what the process is and did Snr mgmt agree to this ? If so, work with the teams' management to get the teams to fi...
by UKVIKING
Fri Sep 28, 2018 5:42 am
Forum: Change Management
Topic: Open Changes Auditing Risks
Replies: 3
Views: 3158

Justahunk part of the Change Manager's role is to MANAGE the Change Requests. If you are the Change Manager, it is YOUR responsibility to ensure that the Change Request is processed and moved in accordance with your Policy, Process and procedures/work instruction. If you are not, try discussing this...
by UKVIKING
Sat Sep 08, 2018 4:25 am
Forum: Change Management
Topic: Changing date after CAB approved
Replies: 4
Views: 3661

We host a Application and Infrastructure CAB weekly

This is because the IT Estate is EMEA wide
by UKVIKING
Thu Aug 30, 2018 1:21 am
Forum: Change Management
Topic: Changing date after CAB approved
Replies: 4
Views: 3661

Well Actually I think that since the CAB has approved and the Change Manager has authorised the change, the only thing is to inform the CAB Members and the CM to change the implementation date This is also dependent on whether the new date is in the maintenance window or not. And if not, what is the...
by UKVIKING
Mon Aug 27, 2018 11:48 am
Forum: The ITIL Service Desk
Topic: Losing visibility of service requests
Replies: 4
Views: 4817

Ljdigih

Are you using a Ticket system - Remedy, ServiceNow, etc

Track through that
by UKVIKING
Mon Aug 27, 2018 11:45 am
Forum: Change Management
Topic: Change Management - Successful or Failure??
Replies: 5
Views: 3908

JP Giles The definition of a failed change is going to be a contentious issue A Change may have been successfully implemented -from an IT point of view However, it can still be a complete failure from a Service, Customer or Business Point of view It is the responsiblility of the Change Manager throu...
by UKVIKING
Fri Jul 20, 2018 3:03 am
Forum: The ITIL Service Desk
Topic: Incident 11 Months Old
Replies: 1
Views: 3027

First question Is the service still down or impaired ? Is the service working but at a reduced level of service for 11 months ? If so, then this is NOT an incident any more 1 the customer has accepted a lower level of service 2 the service is no longer impacted 3 - raise a problem record against the...
by UKVIKING
Thu Jul 19, 2018 1:35 am
Forum: The ITIL Service Desk
Topic: Losing visibility of service requests
Replies: 4
Views: 4817

the service desk needs to track an incidents period

it is their job
by UKVIKING
Thu Jul 19, 2018 1:34 am
Forum: Change Management
Topic: Change Management - Successful or Failure??
Replies: 5
Views: 3908

what does your change management policy states regarding the success criteria for a change

that is all that
by UKVIKING
Mon Jul 16, 2018 1:14 am
Forum: Related Topics
Topic: i need help to install more ram for my laptop
Replies: 1
Views: 2956

the ram is not compatible

as this is a ITIL oriented site, we cant help you as it is a hardware issue
by UKVIKING
Wed Jun 27, 2018 3:00 pm
Forum: The ITIL Service Desk
Topic: Multiple incident handling processes
Replies: 2
Views: 3593

First, there is no expectation that any one will respond. No SLA or OLA in place Second, your post is NOT Stupid However, the situation is In a nutshell, there should be 1 process for incident that all customers expect t be delivered. The only difference is the customer point of contacts and the typ...
by UKVIKING
Tue Jun 26, 2018 3:35 pm
Forum: ITIL Discussion
Topic: ITIL incident definition
Replies: 2
Views: 4168

Well The truth is that you are correct it is not an incident as the service is not live yet However,... one question I have is the transfer - transition from one vendor to the other means that either the customer is still be ing supported by the previous customer or the transition period was so scre...
by UKVIKING
Tue Jun 05, 2018 12:54 am
Forum: ITIL Discussion
Topic: Major incident ticket - Assignment Group
Replies: 3
Views: 4540

then get one done
by UKVIKING
Fri May 25, 2018 8:01 am
Forum: ITIL Discussion
Topic: Major incident ticket - Assignment Group
Replies: 3
Views: 4540

Well

What does your process documentation state

And

ITIL says the service Desk owns all incidents and is the point of contact for the customers
by UKVIKING
Sat May 12, 2018 6:03 am
Forum: Problem Management
Topic: Software product, valid problem closure scenarios
Replies: 1
Views: 3786

Write your own as there are no real standards for this