pk_ Coming wit ha pre-defined process might get staff thinking "there's this guy and he asks us to work in a different way ---- naaah, I don't do that" I'm consultant specialised in SME environments and try to keep people as much as possible involved, especially in the creation of a process and the ...

All,
I was part of the "certification" for 5 process for a major tool in 2009;
Have a look at their (Pink) website and check the certification process ... now you know, what this certificate is worth.

"Call Center Mathematics, A scientific method for understanding and improving contact centers" from Ger Koole, Version of January 26, 2007

Maybe it's a bit off topic, but it's always worth to have a close look at this if you've to calculate a SD.

Update: It's called TIPA not AIDA ... hope this helps

Go to www dot nehfort dot at
You can download a demoversion of an ISO 20k assessment tool with a demodatabase. This get's you an idea how to do it. Please google/bing also for ISO 15504. Furthermore the CRP Henri Tudor in Luxembourg has established an assessment methodology called "AIDA"...

Joe, I agree to Timo. The only thing where I would keep an eye on is the "Senior Management MPR". for this you have to define and agree on a list of VIP or roles inside your organisation. And, be careful, once the ceretary of CxO knows this all of her "I can't print please raise a MPR" Incidents wil...

A,A,A,A .... A,B,B,A (no, that's a famous swedish pop group from the 80s)
D,D,D,A
C'mon, you can read as many answers as you want. Sit down and LEARN.

Sambir, either you CAN'T understand the very good hints from the community or you don't WANT to understand them. Good luck for the next 5 months, that's my advise. "A little learning is a dangerous thing; Drink deep, or taste not the Pierian spring: There shallow draughts intoxicate the brain, And d...

Thx,
And what about a "newbie" section for all those who are interested but clueless in which threads can be "pushed". Maybe to much effort for the admin ...
Like this kind of brainstorming

Timo, I'm specialized in supporting SME's since more than 10 years. I've discussed this topic several times and we've found different solutions (respecting budget, size, type of services etc.). There is no 1 solution which fits well for everybody. As you explained YOUR situation I would recommend of...

What about a small "portrait" right below your name as a kind of "ITIL profile"? Perhaps: achieved certs years in IT and ITIL current position consultant or not? (my personal interest) 4 or 5 small but mandatory hints and if someone writes "20 years in IT and 5 years ITI" and he wants to know what a...

8- Dear CxO, sorry to insist, but you have to raise a RfC, too, for your new gadget SW installation.

Tomkin,
You mean quality and value vs. quantity and costs?

Naaah, learning on clients cost is not fair.
It's an approach like this that makes life for me as consultant so hard ... Fixing others "hey customer, i've learned a lot and you paid" issues is very hard as customers are often confused after these experiences.
I (freelance) don't like this!

And don't forget the "political emergency", when the CxO or the head of a business unit pushes Changes ...