Search found 15 matches

by Tiddles
Tue Oct 22, 2013 5:32 pm
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

Date Time I understand but where does the group part come into it. Is this an itil term to describe a group of records that contain time based information like a history log?
by Tiddles
Tue Oct 22, 2013 5:27 pm
Forum: The ITIL Service Desk
Topic: Why is the customer always right?
Replies: 0
Views: 5092

Why is the customer always right?

I'm new to ITIL but one thing that has struck me is how defensive everyone becomes whenever the rights and expectations of customer are brought into question. So for example if you are faced with the dilemma of deciding whether to reboot a server to get a service back up or not rebooting it so that ...
by Tiddles
Tue Oct 22, 2013 2:49 pm
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

Sorry should have asked this earlier: what does DTG stand for? Days to Go? Our system does appear to have a log but it could be an interesting exercise trying to write code that extracts time out of what essentially appears to be a text field. At least the date-time appears at the end of the log his...
by Tiddles
Sun Oct 20, 2013 3:39 pm
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

Just re-read your last post. From what you say it seems to me that when you develop these SLAs you need to add a bit of fat for any possible 2nd & 3rd level support that might be needed. Basing the SLAs purely on an estimate of 1st level would be silly.
by Tiddles
Sun Oct 20, 2013 3:25 pm
Forum: The ITIL Service Desk
Topic: Is this an incident?
Replies: 4
Views: 7365

Yes but surely the service definition is never going to be so granular that it defines every bit of functionality that is covered by the service. There is bound to be grey areas.
by Tiddles
Sun Oct 20, 2013 3:03 pm
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

No, more like a shell shocked world war 1 soldier who has been gassed and has trench foot. I work for a very small organisation where we have limited resources and essentially we cover all bases from support to development. When you say problem manager, service manager, change manager, etc we don't ...
by Tiddles
Sun Oct 20, 2013 2:47 am
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

Remedy? We'll I'm going to try and put a positive spin on this and say the system is a diamond in the rough and things will get better overtime. The tool? It's called Cherwell. Not sure how this product stacks up against other systems but like I said maybe it will get better with time. My understand...
by Tiddles
Sun Oct 20, 2013 2:34 am
Forum: The ITIL Service Desk
Topic: Is this an incident?
Replies: 4
Views: 7365

Is this an incident?

My apologies if this has been dealt with before. I have done some searching but can't find any discussion. Let say I as a customer raise an incident ticket for what I perceive to be a loss of service. Let's say System A does not allow previews of Excel spreadsheet but does allow previews of other Mi...
by Tiddles
Sun Oct 20, 2013 1:50 am
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

As usual I dig around more and find my question has already been debated ad nauseum. It seems ITIL hardliners stick to their guns by insisting incidents stay open with clock ticking till resolved whereas those in the field of battle appear to favour clock stopping in certain circumstances.
by Tiddles
Fri Oct 18, 2013 7:37 am
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

Thanks again John. It's amazing what you can learn in very a short time. It turns out today I discovered that the SLA clock in our system will stop when an incident goes into a pending state, eg waiting for a customer , a problem record is opened or change request is opened. So all my concerns were ...
by Tiddles
Thu Oct 17, 2013 10:04 pm
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

I think I'm finally getting it. I am trying to turn an incident into some kind of pseudo change request incident which obviously isn't the way to do things. Instead there needs be some kind of process that puts an incident into either a pending state (if there is no known workaround) or it is closed...
by Tiddles
Thu Oct 17, 2013 4:49 pm
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

I must be missing your point because it now seems you are contradicting yourself. In your first response it all seemed cut and dry. An incident remains an incident until it is resolved. There is no fairness or equity to it or mitigating circumstances. If you're stuck with more difficult incidents or...
by Tiddles
Thu Oct 17, 2013 4:59 am
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

Thanks John for that comprehensive explanation. Unfortunately I didn't see it before I posted my follow up. Anyway all my fears have been realised. As you probably realised I'm not from 1st level support. I'm further down the chain and expect only to be hit with incidents which will almost always br...
by Tiddles
Thu Oct 17, 2013 4:47 am
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

Is this fair?

Ok I have done a little bit of ITIL digging and the consensus seems to be that problem resolution is not timed unlike Incident resolution. It also appears just because an Incident is complex (required lots of changes, testing etc) or simply takes a long time to resolve (eg. waiting for a 3rd party r...
by Tiddles
Wed Oct 16, 2013 11:45 pm
Forum: ITIL Discussion
Topic: Is this fair?
Replies: 21
Views: 29051

Is this fair?

Please pardon my question as it could be quite naiive. We're getting an ITIL system put in soon but from what I can tell it's only a half baked system with very limited functionality to start with. Overtime the functionality will improve and there will be functionality for things like change managem...