Search found 3639 matches

by UKVIKING
Sat May 12, 2018 6:03 am
Forum: ITIL Training & ITSM Conferences
Topic: How to Implement ITIL In Your Organization
Replies: 2
Views: 4598

Error

You cant IMPLEMENT ITIL at all. It is just a set of books with advice on how to do things

What you actually do is Apply ITIL to your IT Service Management processes

Get it right
by UKVIKING
Sat May 12, 2018 6:01 am
Forum: ITIL Discussion
Topic: How to Implement ITIL In Your Organization
Replies: 2
Views: 4188

Small error
You don't Implement ITIL. IT is a set of advice in books

You apply ITIL to your IT Service Management
by UKVIKING
Wed May 09, 2018 7:27 am
Forum: Change Management
Topic: Change without requestor
Replies: 1
Views: 2992

so you do have a change requestor - yourself

Seriously

if this is a windows update, then the ultimate requestor is the head of security for ITR or the IT Director; but they would not be raiing it now will they

Engage your brain
by UKVIKING
Wed Apr 25, 2018 1:00 am
Forum: Change Management
Topic: Change Approved in CAB, but not Implemented (reschedule)
Replies: 1
Views: 2881

Do yu hold any ITIL certification - yourself?

Second, ITIL is nothing more than a set of advice.
Therefore, there are no rules or must do in ITIL

Finally, if your Chnage mgmt policy is to do that, then that is your company policy
by UKVIKING
Fri Apr 20, 2018 4:03 am
Forum: The ITIL Service Desk
Topic: Can we cancel incident ?
Replies: 3
Views: 3629

Lexlee First, ITIL is NOT a requirements document. ITIL is just advice. Second, look at the definition of an Incident. It is an interruption to the service being delivered - hence an incident Third, look at the work flow to resolve / triage the incident. That is where you should go. As for a specifi...
by UKVIKING
Thu Apr 19, 2018 6:20 am
Forum: The ITIL Service Desk
Topic: Need for Incident Coordinators following up for Service Desk
Replies: 1
Views: 2777

The Service Desk owns and manages the ticket regardless of where it gets assigned to

usually this means ensuring that the ticket is being progressed

In addition, the SD should be the conduit between the team - L1 - L5 and the user
by UKVIKING
Thu Apr 19, 2018 6:18 am
Forum: The ITIL Service Desk
Topic: Can we cancel incident ?
Replies: 3
Views: 3629

Lexlee The incident occurred The investigation found it was in error by the customer. So the incident is closed - end of incident the closure code for the reason to close the incident should be appropriate Operator Error Brain Keyboard interface error Doh! This will allow you to track the number of ...
by UKVIKING
Wed Apr 18, 2018 12:53 am
Forum: Change Management
Topic: Application Owner Review Question
Replies: 1
Views: 2800

Is there a Infrastructure CAB ?

We have two - application & infrastructure

we also have a review meeting - weekly - before the two cabs where upcoming infrastructure and application planned works and the interaction between. This meeting fuels the Forward Schedule of Change
by UKVIKING
Fri Mar 30, 2018 2:51 am
Forum: Configuration Management
Topic: CI names
Replies: 3
Views: 9450

Moog and Mosaic


not all CIs have serial numbers

the best CI name is the hostname of the device as one - note it - one of the key fields - IP Address is another as is serial number as is manufacturer nand product

It all depends
by UKVIKING
Thu Mar 29, 2018 6:04 am
Forum: ITIL Discussion
Topic: CMDB - CI Data
Replies: 1
Views: 4082

VP

it is a bit complicated - depending on what information you capture - but from a purist DB record point of view here goes

Service CI
OS CI -if you track
SharePoint sw CI if you track

then the SP Service
by UKVIKING
Thu Jan 25, 2018 1:51 am
Forum: Miscellaneous
Topic: error
Replies: 2
Views: 4677

infrequently


ITIL ADMIN !!
by UKVIKING
Thu Jan 25, 2018 1:51 am
Forum: ITIL Discussion
Topic: How to handle incidents for user PCs
Replies: 2
Views: 4896

Moog You have clearly identified a flaw in YOUR Change Management process as well as YOUR Configuration Management process. Your Change & Configuration Management teams need to spolve this for your company. Now, having said that, what you should have in place is a IMAC (install, Move, Add, Change) P...
by UKVIKING
Tue Nov 28, 2017 2:46 am
Forum: Configuration Management
Topic: ITIL on SAP Solution Manager 7.2
Replies: 1
Views: 4025

First No Links Second. ITIL is not a certification program. As ITIL is best practice - ie. a set of advice to be followed and the fact that is what is best in Company A may not be the same way Company B does things. However, the standards should be looking at the combination of ITIL, CoBIT and ISO20...
by UKVIKING
Fri Nov 17, 2017 4:17 am
Forum: The ITIL Service Desk
Topic: ITIL a barrier for good customer service?? Or an excuse?
Replies: 4
Views: 4334

Jim

ITIL is a set of advice on how to do IT Service Management effective and efficient

It is a set of recommendations nothing more

If it works in your company to do something one way

then that is best practice for your company to do it that way
by UKVIKING
Thu Nov 16, 2017 10:52 am
Forum: ITIL Discussion
Topic: Managed service company for ISO20000
Replies: 3
Views: 4132

ISO 20000 certification is very specific All of the IT SM processes must be in place that are part of ISO 20000 so if you support 2 different customers and have all of the IT SM processes in place for 1 but not for the other You could get the ISO certification for the one customer but all that means...