Search found 2 matches

by smurphy
Thu May 05, 2016 3:49 pm
Forum: Change Management
Topic: Change success question
Replies: 2
Views: 3443

Change success question

I would like to get some feedback on the whether you would call this a success or unsuccessful classification. A change in the network was performed and the steps and new functionality was implemented fine. That all works okay. However, there was an abnormal result that occurred immediately followin...
by smurphy
Fri Apr 04, 2014 8:50 am
Forum: The ITIL Service Desk
Topic: Escalation to the next level of support - best practices
Replies: 2
Views: 7552

Escalation to the next level of support - best practices

I am looking at revising our incident tool and the analyzing the use of the tool by 2nd and 3rd level (both internal). Is it best practice to have these group use and update the tickets themselves in real time or should the service desk manage those updates? We are a 24/7 shop.