Search found 31 matches
- Fri Oct 18, 2019 9:00 am
- Forum: ITIL Discussion
- Topic: What % Of Incidents Should Be Related to Problem?
- Replies: 2
- Views: 6841
Re: What % Of Incidents Should Be Related to Problem?
I would submit that reactive Problem Management success would be measured in a couple of ways: 1.) An on-going, downward trend in the volume of incidents over time 2.) Elimination of a recurring incident (measured in terms of however you determined that you had a recurring incident to begin with!). ...
- Thu Oct 17, 2019 6:43 am
- Forum: The ITIL Open Guide
- Topic: Thank you in advance. Can someone answer this question?
- Replies: 1
- Views: 8645
Re: Thank you in advance. Can someone answer this question?
My question to you is what is the "change release board"? I don't know of any reference within ITIL v3 to a "change release board". Having said that, this sounds like an example from an organization that has adopted ITIL concepts and adapted those concepts to meet the needs of that organization, whi...
- Wed Oct 02, 2019 10:24 am
- Forum: ITIL 4 Updates
- Topic: Do we need to separate the Asset Mgt and Configuration mgt if we will align to ITIL 4?
- Replies: 2
- Views: 10970
Re: Do we need to separate the Asset Mgt and Configuration mgt if we will align to ITIL 4?
While there are many considerations, basically the answer has always been "yes" - you should have separate Asset Management and Configuration Management processes. Whether it is ITIL 4, ITIL v3, or whatever framework, Asset Management and Configuration Management have two distinct purposes. Asset Ma...
- Wed Sep 18, 2019 6:55 am
- Forum: ITIL Discussion
- Topic: Multiple issues in an incident
- Replies: 1
- Views: 5090
Re: Multiple issues in an incident
hmm....good question. Working backwards, has your organization defined the criteria for when an incident becomes a problem ? For me, that drives if/when a problem record is raised. As it was reported as a single incident, my advice is to treat it as a single incident. Then, based upon the incident m...
- Fri Sep 13, 2019 7:35 am
- Forum: Change Management
- Topic: Downtime to implement change
- Replies: 1
- Views: 8344
Re: Downtime to implement change
Well, what you've described is typically how I've seen it done and how I advise my clients to do it. It is the Change Owner (whoever is responsible for the design, build, test, and implementation of the change - from what you've described, this would the IT Engineer) should agree with the business o...
- Fri Sep 13, 2019 7:33 am
- Forum: ITIL 4 Updates
- Topic: Agree downtime for change implementation
- Replies: 1
- Views: 5390
Re: Agree downtime for change implementation
Well, what you've described is typically how I've seen it done and how I advise my clients to do it. It is the Change Owner (whoever is responsible for the design, build, test, and implementation of the change - from what you've described, this would be you in this case) should agree with the busine...
- Sun Sep 08, 2019 9:14 am
- Forum: The ITIL Service Desk
- Topic: Change password
- Replies: 3
- Views: 15056
Re: Change password
Yes. Or yes. It is whatever you define it to be. :-) In most organizations, this is defined as a service request, because it is highly likely that users will forget passwords, and it is usually a simple operation that can be pre-defined (even automated?) for resetting a password. While it is a inter...
- Mon Aug 05, 2019 7:13 pm
- Forum: ITIL Discussion
- Topic: What is demand management ?
- Replies: 1
- Views: 7771
Re: What is demand management ?
Both! (Although I would clarify that demand management may indirectly identify the need for new service package/model by providing demand information (ie Patterns of Business Activity or PBA) to portfolio management for evaluation, not necessarily *create the demand* for a new service. Demand manage...
- Sun Aug 04, 2019 6:32 am
- Forum: The ITIL Service Desk
- Topic: Software report error, incident or service request?
- Replies: 1
- Views: 8072
Re: Software report error, incident or service request?
It’s an incident because it is abnormal operation - the report did not execute correctly. As a result of incident investigation, you may raise an RfC within Change Management to correct the error. It is a ‘change’ and not a ‘service request’ because the data (if I understand your question) will be m...
- Fri Jul 26, 2019 3:01 pm
- Forum: Problem Management
- Topic: Problem Management Implementation
- Replies: 3
- Views: 17644
Re: Problem Management Implementation
Great question! Problem Management is a practice that is often under-estimated and under-resourced, yet - if done well - can provide great benefits. Some ideas to help get you off to the right start: First - problem management is not the job of a single person. It truly takes a village to do problem...
- Wed Jul 17, 2019 8:06 am
- Forum: Change Management
- Topic: Categorise changes raised for testing purpose
- Replies: 2
- Views: 10765
Re: Categorise changes raised for testing purpose
Hello Praveen - My advice is to categorize any change as 'failed' if the change does not accomplish its goal. By doing so, you'll be able to collect measures that may be beneficial in the future (for example, justification for investing in a test environment - each failed change today is impacting y...
- Wed Jul 17, 2019 7:59 am
- Forum: ITIL Discussion
- Topic: What is the Difference between workaround and temporary fix
- Replies: 2
- Views: 8906
Re: What is the Difference between workaround and temporary fix
ITIL uses the term "workaround" for what many organizations refer to as a "temporary fix".
- Thu Jul 11, 2019 8:08 am
- Forum: Related Topics
- Topic: Is Applications Management Function best fit for IT SDLC?
- Replies: 1
- Views: 15958
Re: Is Applications Management Function best fit for IT SDLC?
Corde - This is a great question - and I'm afraid that I don't have a good answer for you. In my experience, this is always under the "art" category of the art and science of ITSM. While many organizations do take advantage of enterprise applications like an Oracle MRP or SAP, the vast majority of t...
- Thu Jul 04, 2019 9:55 am
- Forum: ITIL Discussion
- Topic: Looking for SKMS structure
- Replies: 1
- Views: 7727
Re: Looking for SKMS structure
Ah, yes.... the SKMS. So the first thing to understand is that ITIL is not a "standard", it is a collection of what are considered to be best practices for the delivery and support of services based on the use of technology. The fact that ITIL is not a standard is a good thing.... and occasionally, ...
- Fri Jun 28, 2019 5:28 pm
- Forum: ITIL Discussion
- Topic: SSL Certification administration
- Replies: 1
- Views: 7554
Re: SSL Certification administration
Great question - and the answer is "it depends" :-) The reason why "it depends" is that every organization is unique - in some organizations, the SSL Certification administration is done by the network group (with input from IT Security); in other organizations, IT Security does the SSL Certificatio...