Search found 50 matches

by UKIT
Thu Aug 30, 2012 10:02 am
Forum: ITIL Discussion
Topic: Will it go through Change Management?
Replies: 8
Views: 18260

Swash In my opinion, based on your scenario this indicates that a loss of service has been experienced (Incident ) as a result of a server mother board failing being the root cause.(Problem) The incident management process should commence with immediate effect, with the goal to restore IT service as...
by UKIT
Thu Jul 19, 2012 7:09 am
Forum: ITIL Discussion
Topic: difference between change mgmt & release mgmt
Replies: 18
Views: 30303

With reference to the NatWest Bank problems in June.
The Incident reported by the media was as a result of a software upgrade which failed,impacting millions of account customers.
Presumably an RFC had been raised and presented to a change advisory board for review.
by UKIT
Fri Jul 13, 2012 10:54 am
Forum: ITIL Discussion
Topic: Process Gap Analysis through ITIL
Replies: 6
Views: 8441

Gap Analysis is part of Continual Service Improvement and compares the difference between expected service delivery and actual service delivery. The difference is then analysed (Gap Analysis) in which an improvement programme is put in place to address the shortfall. Example – A configuration item d...
by UKIT
Tue Jun 26, 2012 8:50 am
Forum: ITIL Discussion
Topic: service V-model explanation
Replies: 2
Views: 5500

The V model is part of service transition, consisting of a series of levels that details configuration stages and the testing/validation of them.
Perhaps to detailed to be explained, but is fully documented within the ITIL 3 Service Transition publication.
by UKIT
Wed May 09, 2012 3:12 pm
Forum: Change Management
Topic: Change Management and Vendors
Replies: 3
Views: 5476

Hello - YYZ Like your organization, we have external IT services companies that maintain telecommunications and data equipment that our clients depend upon for their IT services to function. We have a dedicated team that interfaces with these external companies who advise us in advance ( approx 1 mo...
by UKIT
Fri Apr 27, 2012 9:31 am
Forum: Problem Management
Topic: Pro-active problem management techniques
Replies: 6
Views: 7165

Re: Pro-active problem management techniques

Apart from looking at trends and reports what are other good ways to pro-activley look for problems.. I was involved with an incident resulting in the loss of IT services due to a simple server configuration oversight A server designed to accommodate duel hot pluggable redundant power supplies had ...
by UKIT
Tue Mar 06, 2012 2:42 pm
Forum: ITIL Discussion
Topic: Problem Manager vs. Incident Manager
Replies: 10
Views: 9012

When I saw the title "Problem Manager vs. Incident Manager", I had visions of a fight taking place. In the red corner is the Incident Manager, keen to restore IT services as soon as possible. In blue corner is the Problem Manger ready to establish the root cause, in order to prevent the incident fro...
by UKIT
Thu Jan 12, 2012 5:50 am
Forum: Configuration Management
Topic: Reference Model for an IT System?
Replies: 5
Views: 9525

A simple excel spreadsheet can be used to document “high level” configuration items relationships/dependencies as a start. Mapping configuration Items and their dependencies is no easy task, especially when nothing has been recorded and your starting from scratch. Datacentre – Computer Cabinets – Ne...
by UKIT
Wed Nov 09, 2011 4:57 am
Forum: ITIL Jobs
Topic: Recruitment nightmare
Replies: 14
Views: 16985

Finding new employment is certainly no easy task these days. Roles are being chased by many so getting your CV on top of the pile is key. I spoke to one agency who reported that one role they were advertising attracted several hundred applicants in which 90% plus were not even suitable and were just...
by UKIT
Wed Nov 02, 2011 5:27 am
Forum: Change Management
Topic: Responsibility for Raising Changes
Replies: 5
Views: 6957

So really your external suppliers raise the RFC but your staff key it into the system. Is this fact recorded in the system? Yes of course. “Example Wording” This RFC has been generated on behalf of company XYZ The external supplier is invited to attend the Cab in order answer any questions relating...
by UKIT
Tue Nov 01, 2011 6:02 pm
Forum: Change Management
Topic: Responsibility for Raising Changes
Replies: 5
Views: 6957

In our organization internal IT support staff work in conjunction with external IT suppliers.The internal IT staff generate RFC's on behalf of the external suppliers as they do not have access to the change management system. The external supplier is given a blank RFC form to complete which is a mir...
by UKIT
Thu Jun 30, 2011 8:06 am
Forum: Configuration Management
Topic: ITIL Toolkit
Replies: 3
Views: 8060

With a signature like that, I’m rather surprised to see that sort of question being presented....
by UKIT
Mon Nov 22, 2010 7:19 am
Forum: Change Management
Topic: Change Originator/Change Submitter - Who ?
Replies: 6
Views: 7917

In our organisation the RFC initiator is always the IT Services Technical Representative who is responsible for generating the RFC and implementing the change once approved. Should the proposed change be at the request of the business, the RFC will be generated “on behalf” of the business. The IT Se...
by UKIT
Mon Jun 07, 2010 4:08 pm
Forum: Change Management
Topic: Rescheduling of approved changes
Replies: 4
Views: 4728

I would be looking at the IT department that is to make the change asking, why has the change implementation date been missed? The management of IT teams is key to ensure that approved changes are actioned to the date as recorded on the RFC. Your cab should contain the managers and/or team leaders f...
by UKIT
Fri Apr 23, 2010 4:46 pm
Forum: Change Management
Topic: Creating Maintenance Windows
Replies: 7
Views: 12426

Re: Creating Maintenance Windows

Apparently, some of our customers dont like that fact that our SLA's are not enforced during our established maintenance windows and our COO is looking for some ITIL way to justify this. Anybody, anybody...Bueller? Kingtubby - Would be interested to know what level of system availability you have a...