Why would you need to 'sell' it to technicians? Problem Management is about getting to the root cause of issues, technicians should recognise that. The solution to your problem should be simple, Problem Management (done correctly) reduces incidents and increases availability of key systems for the b...

Proactive probelm management. Hmm something of a descriptional oxymoron. But having done thing at enterprise scale I can advise what it looked like for us. The goal is basically to spot trends and patterns within complex systems and use them to take preventative actions before the incidents / proble...

Can it? Yes.

Should it? Well probably not as it is not the correct context.

What is it you are trying to achieve by putting and SLA on a standard change?

I can't i'm afriad, do we really need a seminar for a singluar process? I've notcied that APMG do Change Management qualifications and I've often wondered what these consist of. Surely you can't teach "perfect" Change Management because it is different for every organisation that it is used in? It's...

They are one and the same thing, surely?

You say tomato, I say tomato etc

If you take your ITIL foundation you will get a better understanding of Change Management.

Take a PMP or PRINCE2 exam exam to get a better understanding of Project Management.

Emergency changes, in my opinion, should be like Standard Changes with approval given in advance. In fact emergency changes shouldn't even require any detailed information on the change record prior to being implemented. This can be added afterwards. An Emergency Change should only be used to restor...

What books has everyone been reading recently then?

My three MUST READs for any IT professional are:

The Phoenix Project
The Quantum Age of IT
Balanced Diversity
The Visible Ops handbook

michaelson10012 wrote:Hai everyone. I am new to this forum. Can anyone tell me the scope of getting job in ITIL in the next 10 years

There is no such thing as an ITIL job, there are jobs that require skills from within the ITIL framework but no ITIL jobs.

Hi all, Thoughts about Risk Management. Is this an accountability that should sit within Service Management, or perhaps with Strategic Planning teams? Risk Management should be a core business practise as Risk exists in all parts of your business. From an IT perspective Risk Management should ideal...

What the hell are root cause CSI items?

Root cause is something that Problem Management should be identifying.

Hello again, Seems a strange policy to allow the users to install their own software, even if they only had access to software that was authorised for them to install it must make inventory for software licensing a total nightmare because you are always aiming at a moving target. Re users installin...

Hi ChangingMan, Thanks for your reply! It's indeed an interesting goal you have there. It comes really close to what we are doing. Like you have ManageEngine Desktop +, we have SCCM to audit, deploy, remove and update current software installations. The thing is that we can only deploy software of ...

I would think it would be very difficult to state as a % how much incident reduction occurs in a business as a result of problem management. The reason fo that is because 1. The effectiveness of problem management varies from business to business. 2. Companies rarley have a static environment. The o...

Thanks for that but I am not sure that I explained myself very well. :( What I am trying to drive towards is showing that the number of incidents that we get for a particular system is within the levels that we might expect for the number of people using it. Senior management seem to be determined ...