Search found 16 matches

by sherry
Tue Mar 22, 2011 12:07 am
Forum: The ITIL Service Desk
Topic: Incident leading to a change
Replies: 4
Views: 6397

Incident leading to a change

Dear All, Appreciate if you all could kindly help us on the below. We are in the process of formulating the procedures for Incident, Problem & Configuration management. The argument that has arosed while we were discussing the Incident flow is in the case of Incident leading to a change. My question...
by sherry
Sun Sep 19, 2010 1:48 am
Forum: ITIL Discussion
Topic: How long an incident ticket can tagged as Pending Customer
Replies: 5
Views: 6250

Not sure if there is a standard timeline for a request/incident to be in open status unless mentioned in the SLA agreed with the business.It depends from organisation to organisation. However here's the practise we follow for various scenarios. 1) If a new incident/request is not assigned to an engi...
by sherry
Thu Apr 15, 2010 1:13 am
Forum: ITIL Service Delivery
Topic: SLM Sample Report Needed
Replies: 42
Views: 40770

Infact from the very 1st post i did guess who this person is.some key words taht use in your speaking well reflected in your writings too..btw i really don't udnerstand what you mean by short and sweet SLM report. It t is extensive enough for the business to understand how far the IT department has ...
by sherry
Sun Apr 27, 2008 8:30 am
Forum: ITIL Discussion
Topic: ISO 20,000 certification
Replies: 6
Views: 5302

by sherry
Sun Apr 27, 2008 6:28 am
Forum: ITIL Discussion
Topic: ISO 20,000 certification
Replies: 6
Views: 5302

by sherry
Sun Apr 27, 2008 6:26 am
Forum: ITIL Discussion
Topic: ISO 20,000 certification
Replies: 6
Views: 5302

by sherry
Sun Apr 27, 2008 1:43 am
Forum: ITIL Discussion
Topic: ISO 20,000 certification
Replies: 6
Views: 5302

ISO 20,000 certification

by sherry
Thu Apr 24, 2008 5:44 am
Forum: The ITIL Service Desk
Topic: Service desk Staff Count
Replies: 8
Views: 7493

by sherry
Wed Apr 16, 2008 8:56 am
Forum: The ITIL Service Desk
Topic: Service desk Staff Count
Replies: 8
Views: 7493

by sherry
Wed Apr 16, 2008 8:21 am
Forum: The ITIL Service Desk
Topic: Service desk Staff Count
Replies: 8
Views: 7493

by sherry
Wed Apr 16, 2008 1:01 am
Forum: The ITIL Service Desk
Topic: Service desk Staff Count
Replies: 8
Views: 7493

Service desk Staff Count

by sherry
Mon Apr 14, 2008 9:37 am
Forum: ITIL Discussion
Topic: How to calculate SLA.
Replies: 12
Views: 16541

by sherry
Mon Apr 14, 2008 8:15 am
Forum: ITIL Discussion
Topic: How to calculate SLA.
Replies: 12
Views: 16541

by sherry
Thu Apr 10, 2008 1:43 am
Forum: ITIL Discussion
Topic: How to calculate SLA.
Replies: 12
Views: 16541

How to calculate SLA.

by sherry
Mon Jan 28, 2008 12:53 am
Forum: The ITIL Service Desk
Topic: Shrinkage question
Replies: 3
Views: 4036