Search found 20 matches

by gautambangalore
Thu Apr 12, 2012 9:33 am
Forum: Change Management
Topic: Mean Time To Change
Replies: 1
Views: 4145

Mean Time To Change

Hi,

What is Mean Time To Change and how is it calculated?
by gautambangalore
Mon Jan 09, 2012 1:20 pm
Forum: The ITIL Service Desk
Topic: Service Desk Trend Analysis
Replies: 6
Views: 13576

Probably you might want to do an analysis on

1. number of tickets created based on a CI
2. repeated incidents,
3. if there is an increase in the number of incidents over a month, reasons for the same and so on...

look at your KPIs and you might get a clue on what could be analyzed.
by gautambangalore
Mon Jan 09, 2012 1:12 pm
Forum: Problem Management
Topic: Major Problem Review / Major Incident Review
Replies: 4
Views: 8305

Abu1 - Thank you, I understand the first one on Major Incident Review, however, on Major Problem Review, I don't think I understood your comment "Problem review will see what types of probelms have been recored and try to find root cause through pro-active problem mangament..". If I am not wrong rev...
by gautambangalore
Thu Jan 05, 2012 2:18 pm
Forum: Problem Management
Topic: Major Problem Review / Major Incident Review
Replies: 4
Views: 8305

Major Problem Review / Major Incident Review

What is the difference between a major problem review and a major incident review?
by gautambangalore
Thu Jan 05, 2012 2:17 pm
Forum: Change Management
Topic: Change Failure
Replies: 2
Views: 4649

Change Failure

What happens or what are the next steps if a Change implemented fails? Who is responsible?
by gautambangalore
Wed Jan 04, 2012 7:16 am
Forum: The ITIL Service Desk
Topic: Major Incident - Incident Manager Role
Replies: 15
Views: 18484

Adding more, would there be a possibility that the resolution teams working on such Major Incident do not give or ignores to give the Incident Manager a timeline as when the service could be restored? If yes, what should be the next step of the Incident Manager. Escalate to the next level of the res...
by gautambangalore
Thu Dec 01, 2011 2:42 am
Forum: The ITIL Service Desk
Topic: Major Incident - Incident Manager Role
Replies: 15
Views: 18484

Hi, Thank you for the reply. I guess I need to be a little more specific. When I say bridge, I am referring to the call that gets initiated by the Incident Manager for such major incidents to see to it that the services are restored within the time lines. Now, what role would an Incident Manager hav...
by gautambangalore
Mon Nov 28, 2011 1:27 pm
Forum: The ITIL Service Desk
Topic: Major Incident - Incident Manager Role
Replies: 15
Views: 18484

This is not. Wanted to know in such Major Incident scenario, what would be the role of an Incident Manager on the bridge call and who all are invited?
by gautambangalore
Mon Nov 28, 2011 4:49 am
Forum: The ITIL Service Desk
Topic: Major Incident - Incident Manager Role
Replies: 15
Views: 18484

Major Incident - Incident Manager Role

All, I have a query on a Major Incident. Let's say there are array of servers in a storage subsystem and this has the ability to recognize and recognize any single drive failure within the array and any failure of 2 drives is irrecoverable. If these drives start failing one by one and the critical a...
by gautambangalore
Tue Nov 15, 2011 2:41 am
Forum: The ITIL Service Desk
Topic: Determining KPIs for a new Customer
Replies: 3
Views: 5220

Hello Diarmid,

Thank you. Could you give me an example on this please? Taking an example of s service requirement and how it is aligned to customer's business requirement and service levels are established around it from which how KPIs are derived.

This would really help.

Thanks in advance.
by gautambangalore
Mon Nov 14, 2011 8:48 am
Forum: The ITIL Service Desk
Topic: Determining KPIs for a new Customer
Replies: 3
Views: 5220

Determining KPIs for a new Customer

How would you determine which KPI's you would need to measure when engaging with a new customer?
by gautambangalore
Sat Apr 09, 2011 10:08 pm
Forum: The ITIL Service Desk
Topic: Priority / Severity 1 Incident
Replies: 5
Views: 9541

So in this case, is SLA is largely irrelevant? Shouldn't the Incident Manager be on top of the Incident Timelines. Say, when the SLA for the Incident has reached 75% of the Resolution Time, shouldn't the Incident Manager act appropriately then? Inspite of doing all that, even if the SLA gets breache...
by gautambangalore
Sat Apr 09, 2011 5:14 am
Forum: The ITIL Service Desk
Topic: Which Incident has more Priority among these 2?
Replies: 5
Views: 6423

Which Incident has more Priority among these 2?

Which Incident has more Priority among these 2? 1. CEO's printer has a network failure or fails to print before he/she goes for a board meeting? 2. A unit of an organization which has 100 employees working has a network failure. Say, if there is only one network engineer, which would be a priority i...
by gautambangalore
Tue Feb 02, 2010 5:46 am
Forum: ITIL Discussion
Topic: ITIL and SLAs
Replies: 3
Views: 3468

ITIL and SLAs

Does ITIL specify any of the SLAs say a P1 ticket's response time should be <15 mins and Resolution has to be <4 hours and anything else similar to this as a benchmark?

If yes, is this listed anywhere one could read through.
by gautambangalore
Thu Nov 19, 2009 11:29 pm
Forum: Change Management
Topic: CAB
Replies: 11
Views: 6566

UKVIKING, If you or anyone else as a matter of fact is thinking that I am visiting this forum and posting questions to get trained the I guess you are absoluteky wrong at what you say. There is a lot of difference between getting things clarified and getting trained. You train someone who has got no...