Thanks Diarmid,
Your reply helped us in closing one long-open discussion with our client's Problem Management team.
Thanks again,
Regards,
Search found 21 matches
- Sat Nov 26, 2011 11:29 pm
- Forum: Problem Management
- Topic: SLA for Problem Resolution
- Replies: 3
- Views: 6492
- Sun Nov 20, 2011 5:52 am
- Forum: ITIL Discussion
- Topic: Difference between Service Request and Release request
- Replies: 2
- Views: 3731
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...
- Sun Nov 20, 2011 4:59 am
- Forum: Problem Management
- Topic: SLA for Problem Resolution
- Replies: 3
- Views: 6492
SLA for Problem Resolution
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...
- Mon Aug 15, 2011 6:24 am
- Forum: Problem Management
- Topic: Instruction manual versus workaround
- Replies: 3
- Views: 5245
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,...
- Mon Aug 15, 2011 3:13 am
- Forum: Problem Management
- Topic: Workaround and/or known resolution?
- Replies: 5
- Views: 7554
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...
- Tue Aug 02, 2011 1:58 am
- Forum: ITIL Discussion
- Topic: Service and process
- Replies: 2
- Views: 3824
- Mon Aug 01, 2011 7:46 am
- Forum: ITIL Discussion
- Topic: Service and process
- Replies: 2
- Views: 3824
Service and process
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...
- Tue Jul 19, 2011 5:55 am
- Forum: Problem Management
- Topic: Is this a problem or not?
- Replies: 6
- Views: 8295
- Sun Jul 17, 2011 8:58 am
- Forum: Problem Management
- Topic: Problem Management - Erro Control targets
- Replies: 2
- Views: 5099
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...
- Sun Jul 17, 2011 6:36 am
- Forum: The ITIL Service Desk
- Topic: Service Desk quality codes
- Replies: 5
- Views: 8402
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 ...
- Wed Jul 23, 2008 11:54 am
- Forum: Problem Management
- Topic: Incidents to problems correlation
- Replies: 5
- Views: 7741
- Wed Jul 23, 2008 10:09 am
- Forum: Problem Management
- Topic: Incidents to problems correlation
- Replies: 5
- Views: 7741
- Tue Apr 29, 2008 5:17 am
- Forum: The ITIL Service Desk
- Topic: When does a help desk need ITIL?
- Replies: 3
- Views: 5118
- Tue Apr 29, 2008 4:49 am
- Forum: The ITIL Service Desk
- Topic: Is logging an incident for every call necessary?
- Replies: 15
- Views: 14895
- Thu Apr 24, 2008 8:27 am
- Forum: Change Management
- Topic: Firewall rules change - considred part of change management?
- Replies: 8
- Views: 10936