We have a bundled releases impacting three systems and we raise a change record to cover the deployment. Our Central Change are not saying we need to have 2 change records because on system has a longer outage than the other 2 - they claim that ITIL v3 specifies that this must be the case. Can anyon...

Has anybody got a good example of scenario(s) where an emergency release applied?

To me release management indicates control and planning so it's counter intuitive to have an emergency deployment outside of maybe an emergency change.

To the OP........I would raise a change.

Everyone knows that the following statement is true in ITIL

"An incident ay result in a change"


Just sounds like it needs expedited management

1. Possibly, but it sounds like you are going down the route that unresolved incidents are escalated to problem management which is not the case. 2. It depends - I don't think there is a definitive answer (could be wrong) - it could be service desk, it could be access management but always with conf...

hi yes i am applying in my own organization the reason why i am asking this is because now it is not centralize, it is a service desk that is spread within the state/province.. but now it will be centralize in one location for all the facilities that we have. Here's the actaul scenario.. Recent 1. ...

Just applied for a service desk manager for our IT department and will be going to an interview within the next few weeks or so . We already have our software following the ITIL pratice, and i am right now doing my ITIL foundation certificate. I would like to know what are the step to implement the...

Thank you Diarmid I am kind of new to this process...It would be great if you could explain in more detailed.. yes our OLA & SLAs are in place. Can you suggest some question, which I could ask when interviewing SLMs from guidance perspective?? I am not sure if this question makes any sense :( You s...

We are using ITIL approach & I have been asked by my company to develop Service Operation KPI's/metrics end user guidance so that users follow what we have for them. I am interested if anyone out there who have already developed this. Would appreciate any inputs !!! [/quote] Base your metrics on yo...

Hi Rut

Unbelievable........almost your entire post is wrong.

This is a new low for this forum - well done

I work for one of the world largest vendors and amazingly they size development effort by 'the finger in the air' method.............bear with me, this is relevant. So I'm wanting to put some service acceptance criteria in place for the warranty/post go live support period for project changes and th...

For me this is really quite simple......there is a level of service that is required by the customer and you take an agile approach to achieving that level with a flightpath starting at what the customer can live with progressing to the level of service they ultimately need. Define these start and e...

Make a list of all services you deliver, who to and to what standard/targets.....then take it from there.

Loads of templates out there in googleland

Change Management is very much like making love to a beautiful woman.....
First you raise the request, then she assesses the impact, tests whether your intentions are honorouble, gives her agreement, your package is deployed and a post coital review of the delivery is performed.

Next should be your cycling proficiency test followed by your Duke Of Edinburgh awards

Don't listen to Diarmid.

I can do something in Latin for a few quid extra