Search found 18 matches

by noneforit
Tue Aug 09, 2011 5:49 am
Forum: Problem Management
Topic: Workaround and/or known resolution?
Replies: 5
Views: 7691

Hi Marcel Looking at your posts, I would suggest it may be an idea for you to read up on ITIL a little more as you appear to be confused what Problem Management is. Have you done the foundation course? A workaround describes how to deal with any current occures of the particular issue until a perman...
by noneforit
Mon Aug 08, 2011 9:42 am
Forum: Change Management
Topic: Successful change: definition?
Replies: 20
Views: 31742

What does your CM process define as a 'Failed' change We currently use 'Sucessful' and 'Unsucessful' Using your example, that would be an unsucessful change according to our definition They said they were going to do XYZ at a particular time and they didn't do that, so would be an unsucessful change...
by noneforit
Mon Aug 08, 2011 9:38 am
Forum: Problem Management
Topic: Poll: you reached the root cause if you know wat is wrong
Replies: 4
Views: 6628

But without knowing why it was not installed correctly, how can you prevent it happening again? Just knowing that it was not installed correctly is not going to achieve anything You have to keep going with the root cause until you get to one which can be used to prevent the issue reoccuring in the f...
by noneforit
Fri Aug 05, 2011 5:50 am
Forum: Problem Management
Topic: Poll: you reached the root cause if you know wat is wrong
Replies: 4
Views: 6628

There can only be one 'Root' cause You just have to keep asking WHY until you get to a Root cause which will help you take steps to prevent it happening again Why did the server crash? Because there was an operating system failure Why was there an OS failure? Because an engineer installed an update ...
by noneforit
Tue Jul 26, 2011 5:25 am
Forum: ITIL Discussion
Topic: File Restores - Incidents of Request Fulfilments?
Replies: 4
Views: 6014

File Restores - Incidents of Request Fulfilments?

Hello

I posted in here because there is not an incident managament subforum.

We have been logging file restores as incidents but I feel they should be request fulfilments because the customer is requesting something.

What are peoples thoughts?

Thanks
by noneforit
Tue May 17, 2011 5:08 am
Forum: Problem Management
Topic: Problem Managers that are technically clueless
Replies: 11
Views: 14112

It depends on how good your technical staff are at what they do. In an indeal world, 'techies' should all be experts in their field In reality it rarely works like this due to lack of experience and training due to inexperience or failure to invest properly in staff I have found that (in Problem or ...
by noneforit
Thu Dec 02, 2010 10:05 am
Forum: Change Management
Topic: Release management
Replies: 8
Views: 9302

Re: Release management

tee wrote:I need to manage release of a new application and I would like to know what prctical steps i need to take to manage the release successfully.
Sounds like you need to buy some ITIL books and get reading
ITIL V3 Foundation would be a good starting block
by noneforit
Mon Nov 22, 2010 3:54 am
Forum: Change Management
Topic: Change Originator/Change Submitter - Who ?
Replies: 6
Views: 9305

In my opinion, it is down to how your business works and what kind of information you want in the change. We use a Virtual CAB so relevant and specific information is vital in each RFC otherwise it gets rejected. Our system owners (outside of the IT department) are not allowed to raise thier own cha...
by noneforit
Fri Aug 27, 2010 6:00 am
Forum: Problem Management
Topic: Checklist for incident record
Replies: 7
Views: 9496

As mentioned, we use a program designed for logging incidents

I suggested a spreadhseet as a possible alternative.

Nobody can give you the answers, if you know which fields you need to record in each incident then you can design a simple spreadsheet or database to store them
by noneforit
Fri Aug 27, 2010 2:59 am
Forum: Problem Management
Topic: Checklist for incident record
Replies: 7
Views: 9496

We use a program called supportworks (made by Hornbill) specifically designed to log incidents (among other things)

May be worth looking into freeware apps or even use a spreadsheet/database to log calls

If you are (or know) a coder then something could be knocked together in PHP and MySQL for free
by noneforit
Thu Aug 26, 2010 10:49 am
Forum: Problem Management
Topic: Checklist for incident record
Replies: 7
Views: 9496

I would add to those

Impact
Urgency
Response time (could be an SLA derived from the impact and/or urgency)

There could be loads more but it depends on your organisations infrastructre and how much ITIL you have implemented so far....
by noneforit
Tue Aug 17, 2010 6:09 am
Forum: Problem Management
Topic: CMDB
Replies: 4
Views: 7573

There is no 'one tool' for a CMBD as it depends on how you log your calls. We use a product called Supportworks which includes a CMDB The CMDB is simply a database so you could even create one in Microsoft Access, although this probably wouldnt be the best option for searching. The CMDB is usually h...
by noneforit
Wed Aug 04, 2010 3:41 am
Forum: Problem Management
Topic: Root cause not found
Replies: 13
Views: 17100

Don't forget you cannot close a Problem. It must be converted to a Known Error first. You can close a problem if you so wish It gets converted toa KE when the root cause is known and a workaround and/or permanent fix is in place. What if you never find the root cause, do you just have an outstandin...
by noneforit
Wed Aug 04, 2010 3:13 am
Forum: Problem Management
Topic: Root cause not found
Replies: 13
Views: 17100

I agree with Timo, the problem still needs to be capable of being found by means of a search even if a decision has been made to stop working on it. If your call logging system has a good built in search that allows free text etc then closing the Problem would be ok as it could be found later on. If...
by noneforit
Mon Aug 02, 2010 9:23 am
Forum: Problem Management
Topic: What came first? The Problem Ticket or the Defect Ticket?
Replies: 2
Views: 5745

Im not sure you understand ITIL correctly, what is a 'Defect Ticket'?