Search found 5 matches

by iori
Thu Dec 11, 2014 7:44 am
Forum: The ITIL Service Desk
Topic: ITIL Service Request
Replies: 2
Views: 10668

ITIL Service Request

Hi all, I am new in ITIL and I would like a clarification about ITIL procedure of handling service requests. As I understood in ITILV3,Service Requests are frequently occuring, low risk and low cost. I am not sure I understand these concepts of small changes. What do they mean by low cost or frequen...
by iori
Thu Sep 04, 2014 7:43 am
Forum: ITIL Discussion
Topic: incident workflow
Replies: 6
Views: 7357

itil incident

Hi thanks for your reply. No, I am not working in IT industry. I am taking my Master degree at a IT University and the topic of our thesis( I work with another student) includes ITIL, as well. Practically we want to make a comparison between our University which doesn't use ITIL and companies that u...
by iori
Tue Sep 02, 2014 6:37 am
Forum: ITIL Discussion
Topic: incident workflow
Replies: 6
Views: 7357

I apologise for misspeling. I meant that the books are dry and abstract. They don't have any good example. I understand better if I would have a concrete example how an unplanned event it's handled. How they categorize it, what they did, stuff like that. Example: " Saturday at 9am, the team was noti...
by iori
Tue Sep 02, 2014 6:31 am
Forum: ITIL Discussion
Topic: incident workflow
Replies: 6
Views: 7357

...

I read the books. It's hard for me to understand without a concrete example. They are dray and abstract.
by iori
Fri Aug 29, 2014 10:47 am
Forum: ITIL Discussion
Topic: incident workflow
Replies: 6
Views: 7357

incident workflow

Hi all, I need a bit of help with how an incident is handled within ITIL.Suppose that an organization has problems with servers outside office hours and the technical team would be alerted by an auotmated message. From ITIL point of view how this incident would be classified? as a major incident ? T...