Search found 12 matches

by drgroove
Fri Apr 15, 2011 7:28 pm
Forum: ITIL Discussion
Topic: Service Desk Incorrect Usage?
Replies: 8
Views: 7801

Diarmid wrote:A Service Desk is far more than a ticketing system - refer to ITIL books.
Aware.
by drgroove
Fri Apr 15, 2011 7:24 pm
Forum: Miscellaneous
Topic: Organizational Realignment
Replies: 3
Views: 6005

Diarmid, Thanks for the response. Actually, I wasn't planning on guiding the organization towards an ITIL organizational model, but appreciate your concerns and have much the same thoughts. I'll review the online documentation for USMBOK, thanks so much for the recommendation. Basically, I've done a...
by drgroove
Thu Apr 14, 2011 9:40 pm
Forum: ITIL Discussion
Topic: Service Desk Incorrect Usage?
Replies: 8
Views: 7801

A Service Desk is basically just a ticketing system. Typically in ITIL tickets are used to track Incidents, Problems, Changes and Requests. We'll begin to see aggregate Changes targeted for a scheduled production deployment treated as Release tickets in the near future. However, the function of gene...
by drgroove
Thu Apr 14, 2011 9:36 pm
Forum: ITIL Discussion
Topic: ITIL v4 - You're the architect
Replies: 6
Views: 8167

I'd prefer it if the next version of ITIL left other IT domains outside of Service Management along; for example, I don't believe ITIL should have any purview into Software Development Lifecycles or IT Asset Management. The folks in charge of defining ITIL should stop the IT land grab and leave thin...
by drgroove
Thu Apr 14, 2011 9:32 pm
Forum: Miscellaneous
Topic: Service Catalogue vs. Hardware Cataloque
Replies: 4
Views: 7098

Hi, I worked as a Director for an ITIL software company for 5 years (I'd prefer not to name whether this was BMC, IBM, CA or HP, but it was one of those). In my experience, the Service Catalog products offered by these companies handle both ITSM and ITAM requests; that is, they can act as the front-...
by drgroove
Thu Apr 14, 2011 9:29 pm
Forum: Miscellaneous
Topic: Organizational Realignment
Replies: 3
Views: 6005

Organizational Realignment

I'm working on a multi-year project for a state government agency, providing ITIL process design and organizational realignment. Regarding the organizational realignment effort, I was wondering if there are any industry best-practice recommendations for this. For example, my client's application dev...
by drgroove
Thu Jun 26, 2008 4:42 pm
Forum: ITIL Jobs
Topic: ITIL Service Manager & Practitioner Jobs - US Midwest
Replies: 6
Views: 9647

by drgroove
Sat May 31, 2008 1:40 pm
Forum: ITIL Jobs
Topic: ITSM Qualified
Replies: 6
Views: 9919

Re: ITSM Qualified

by drgroove
Sat May 31, 2008 1:36 pm
Forum: ITIL Jobs
Topic: ITIL Service Manager & Practitioner Jobs - US Midwest
Replies: 6
Views: 9647