Search found 9 matches

by ClaireAgutter1
Tue Sep 13, 2016 10:49 am
Forum: ITIL Certification
Topic: ITIL Practitioner
Replies: 2
Views: 6424

Hi Amine,

You could try the AXELOS website - there may be some information on there. You usually need to create an account to access things like syllabus documents, sample exams etc.

Claire
by ClaireAgutter1
Thu Sep 08, 2016 3:25 am
Forum: The ITIL Service Desk
Topic: Event Management Benchmark
Replies: 1
Views: 5725

Hi par1114, benchmarks are most useful when they come from companies similar to yours, or in your industry. I'm not sure what industry you work in but if you have any industry bodies it is worth asking them for input. Your local chapter of itSMF might also be able to provide some assistance. If you ...
by ClaireAgutter1
Tue Aug 16, 2016 12:01 pm
Forum: ITIL Certification
Topic: ITIL Practitioner Certifications/exams - Support and restore
Replies: 1
Views: 6453

Hi Ashoka, I don't think that ITIL Practitioner Support and Restore is available as an exam any more. The 'old' practitioner exams were associated with the previous version of ITIL. There is a new ITIL Practitioner which you can self study for and book exams through companies like Peoplecert and EXI...
by ClaireAgutter1
Thu Aug 11, 2016 4:25 am
Forum: ITIL Discussion
Topic: Low disk space - Incident og Service request
Replies: 6
Views: 9858

Hi Lyhne I think there is maybe a difference here between something that is expected and something that is planned. You are expecting the capacity issues hence the monitoring is in place, but you can't say exactly when it will occur. If it's planned and there is no risk of impact to the customer, th...
by ClaireAgutter1
Wed Aug 10, 2016 3:25 am
Forum: The ITIL Service Desk
Topic: How to manage Resolution with different support availability
Replies: 1
Views: 6213

Hi Kos, the ideal approach is to look at your customer requirements (what they NEED, not what they want in a perfect world) and then allocate resources accordingly. What is the impact to your business if your 1 person support team is taking longer to resolve a P2? Does the cost to the business justi...
by ClaireAgutter1
Wed Aug 10, 2016 3:22 am
Forum: ITIL Discussion
Topic: Low disk space - Incident og Service request
Replies: 6
Views: 9858

Hi Lynhe, as long as these are being managed appropriately then it doesn't really matter if you define it as an incident, service request or event. If you're worried about this affecting your stats, you could create a separate category that can be excluded from reports when carrying out analysis?
by ClaireAgutter1
Mon Jul 25, 2016 11:44 am
Forum: ITIL Certification
Topic: ITIL Foundation V2 to V3
Replies: 3
Views: 7685

Hi Garofski, Anything that's an official licensed product will give you what you need, including: The official guide: amazon .co. uk/ITIL-foundation-handbook-Stationery-Office/dp/0113313497 This one by Liz Gallacher and Helen Morris gets rave reviews: amazon. co. uk/Itil-Foundation-Exam-Study-Guide/...
by ClaireAgutter1
Tue Jul 19, 2016 6:11 am
Forum: ITIL Certification
Topic: ITIL Practitioner exam
Replies: 3
Views: 8904

The initial pass rate has been quite low from what I hear, AXELOS have done some work to review and improve the exam. It may be worth waiting a couple of months for any kinks to be ironed out before taking it.
by ClaireAgutter1
Tue Jul 19, 2016 6:10 am
Forum: ITIL Certification
Topic: Business Case for ITIL Master
Replies: 4
Views: 8920

Hi all I looked at building a business case for ITIL Master myself and I couldn't do it. I've not seen any demand from recruiters or within the industry so for me I couldn't justify it for my role. The cost of getting ITIL Master isn't enormous, it's more the time that needs to be dedicated to getti...