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Search found 16 matches
- Tue Mar 22, 2011 12:07 am
- Forum: The ITIL Service Desk
- Topic: Incident leading to a change
- Replies: 4
- Views: 6397
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...
- 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...
- 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 ...