Search found 21 matches

by mredekar
Sat Nov 26, 2011 11:29 pm
Forum: Problem Management
Topic: SLA for Problem Resolution
Replies: 3
Views: 6092

Thanks Diarmid,

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

Thanks again,
Regards,
by mredekar
Sun Nov 20, 2011 5:52 am
Forum: ITIL Discussion
Topic: Difference between Service Request and Release request
Replies: 2
Views: 3418

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...
by mredekar
Sun Nov 20, 2011 4:59 am
Forum: Problem Management
Topic: SLA for Problem Resolution
Replies: 3
Views: 6092

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...
by mredekar
Mon Aug 15, 2011 6:24 am
Forum: Problem Management
Topic: Instruction manual versus workaround
Replies: 3
Views: 4777

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,...
by mredekar
Mon Aug 15, 2011 3:13 am
Forum: Problem Management
Topic: Workaround and/or known resolution?
Replies: 5
Views: 6934

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...
by mredekar
Tue Aug 02, 2011 1:58 am
Forum: ITIL Discussion
Topic: Service and process
Replies: 2
Views: 3499

Thanks UKVIKING,

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

Regards,
MRedekar
by mredekar
Mon Aug 01, 2011 7:46 am
Forum: ITIL Discussion
Topic: Service and process
Replies: 2
Views: 3499

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...
by mredekar
Tue Jul 19, 2011 5:55 am
Forum: Problem Management
Topic: Is this a problem or not?
Replies: 6
Views: 7638

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.
==
by mredekar
Sun Jul 17, 2011 8:58 am
Forum: Problem Management
Topic: Problem Management - Erro Control targets
Replies: 2
Views: 4734

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...
by mredekar
Sun Jul 17, 2011 6:36 am
Forum: The ITIL Service Desk
Topic: Service Desk quality codes
Replies: 5
Views: 7786

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 ...
by mredekar
Wed Jul 23, 2008 11:54 am
Forum: Problem Management
Topic: Incidents to problems correlation
Replies: 5
Views: 7202

by mredekar
Tue Apr 29, 2008 5:17 am
Forum: The ITIL Service Desk
Topic: When does a help desk need ITIL?
Replies: 3
Views: 4712

by mredekar
Tue Apr 29, 2008 4:49 am
Forum: The ITIL Service Desk
Topic: Is logging an incident for every call necessary?
Replies: 15
Views: 13677

by mredekar
Thu Apr 24, 2008 8:27 am
Forum: Change Management
Topic: Firewall rules change - considred part of change management?
Replies: 8
Views: 10143