Search found 11 matches

by TomC
Mon Mar 11, 2013 10:50 am
Forum: ITIL Discussion
Topic: ITIL
Replies: 10
Views: 23112

Barriers to change management

Agree to the expectations with management. Document the collaborated approach everyone agreed to. Hold people accountable to those expectations one evry ticket from day 1. (with a smile)

Be prepared to answer the same process questions from the same people on a daily bases :D
by TomC
Mon Mar 11, 2013 10:48 am
Forum: ITIL Discussion
Topic: Can Non Production Issues be treated as Incident in ITIL
Replies: 5
Views: 17945

Internal services

All IT Service Management services should be governed by your internal processes. Typically, Development and QC have looser restraints but negative events in these environmnets, and corporate, can have a large impact on your ability to provide IT services.
by TomC
Mon Mar 11, 2013 10:43 am
Forum: ITIL Discussion
Topic: requestor role
Replies: 5
Views: 17034

Requests

My company allows internal employees to make requests. This can be for an IT Service as a result of a role change.

We have 4 ticket classifications:
External Requests
Internal Requests
External Failures
Internal Failures
by TomC
Mon Jan 07, 2013 10:56 am
Forum: ITIL Discussion
Topic: What Q/A can help for GAP Analysis in different processes
Replies: 3
Views: 14205

Gap Analysis

The best input I get is from the people who were affected by the new processes. Both group worksessions and individual interviews.

Marry that information with Management;s observations and you have a strong baseline to develop remediation plans against.
by TomC
Mon Jan 07, 2013 10:48 am
Forum: ITIL Discussion
Topic: Customer comes first, right?
Replies: 2
Views: 13135

customer comes first

IT and Business Leadership need to tackle the challenges between both sides. My company has it's growing pains to deal with but for the most part our successes are directly related to the core people who work through communciation breakdowns, misaligned priroities and end user frustrations.
by TomC
Mon Jan 07, 2013 10:42 am
Forum: ITIL Discussion
Topic: Service Catalogue
Replies: 1
Views: 11425

IT Service Catalog

I believe you are closer to the true answer with scenario #2. I would include specifics but not the dirty details, and be consistent across all IT Services.
by TomC
Mon Jan 07, 2013 10:37 am
Forum: ITIL Discussion
Topic: Will it go through Change Management?
Replies: 8
Views: 19350

Does it go through Change Management?

This would absolutely go through Change Management in my company, regardless of emergency or not. The paper trail should be consistent for future auditing and analysis purposes.
by TomC
Fri Nov 09, 2012 12:19 pm
Forum: ITIL Discussion
Topic: A password is....
Replies: 8
Views: 10540

Passwords . . .

One could argue that defining the little details like this is the most important part when developing new processes.
by TomC
Thu Nov 01, 2012 3:37 pm
Forum: ITIL Discussion
Topic: A password is....
Replies: 8
Views: 10540

What are password issues?

Around here they are Incidents, whether the request is made internally or from an external customer. This allows them to factor into our monthly resource reporting.
by TomC
Tue Oct 30, 2012 9:05 am
Forum: ITIL Discussion
Topic: SSL Certification administration
Replies: 0
Views: 5224

SSL Certification administration

SSL Certification administration continues to be a challenge at my company. Specifically which department owns the administration of them? Does your IT Security team play a large or small role? I am very interested in hearing how other companies are overcoming this challenge.
by TomC
Thu Oct 25, 2012 10:12 am
Forum: ITIL Certification
Topic: I cant find a place to take my OSA exam
Replies: 1
Views: 4661

I cant find a place to take my OSA exam

I live in greensboro NC and cannot find a place that offers the OSA exam. Calling Prometric and EXIN got me nowhere. Does anybody know if they make it harder for you to register for an examine if you self-prepare?