Thanks Diarmid,

Your reply helped us in closing one long-open discussion with our client's Problem Management team.

Thanks again,
Regards,

The word ‘release request’ is not standard and it is not mentioned anywhere in ITIL books. There cannot be any Release undertaken in absence of an approved Change Request. I do not think it is right to request a Release without proper change management. Notes databases related requests you have ment...

Complexity of problems (and hence the TTR and TTKE ) varies from case to case and cannot be generalized for all problems with a given propriety. Is it feasible to agree and adhere to time based SLA targets for resolving problems in real world? If there are no agreed or committed timelines for resolu...

Interesting post!! The situations you are referring are not common scenarios but they are not very rare as well. The situations can arise due to many reasons, few to list here are: (1) Users are not aware or trained-enough on service features/capabilities/limitations (2) Service features/limitation,...

When it comes to true meaning of work around, it is definitely not anything that was done in dealing with incident. In that case, for any Incident with unknown cause, re-installing the application and restoring last backup will always look like a work around. However it does not serve purpose of Inc...

Thanks UKVIKING,

I think, nothing can be simpler and clearer than the way you have explained.

Regards,
MRedekar

Hi, I have a very knowledged colleague with whom I am having a dicussion to differntiate between a service and a process. We have checked the book definitions and still unable to clarify analogies/differences between them. Request all, especially senior ITILers to guide me on: Can a service be calle...

Excellent discussion!!

Just to add, if your supplier is not responding with appropriate responsibility of finding timely solution to problems, you may like to discuss the same with supplier and add it to the official agreement with them, next time you amend/renew the agreement.
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Targets for completion depend on many aspects. Shorter time targets should be planned for problems which have: 1. Frequent Incidents occurring due to the unknown error 2. Impact of Incidents caused (one is enough) is very high 3. Cost of undertaking root cause analysis is low It is difficult to have...

Q Does anyone else use a service desk tool that has this concept of a quality code? A I have seen at least 12 Service Desks in different IT organizations very closely. I am afraid but I have not seen this type of Quality Codes. It will not be fare, letting 2nd level person to gauge 1st level person ...