Search found 3 matches

by db0
Mon Apr 18, 2011 4:56 pm
Forum: The ITIL Service Desk
Topic: Service Desk quality codes
Replies: 5
Views: 7792

Service Desk quality codes

In our ITSM tool, we have a concept called Quality Codes. These quality codes can be given to anyone who participates in the restoration of a specific incident, but fails to correctly execute their responsibilities. For example, If the service desk opened an incident and failed to throughly perform ...
by db0
Mon Oct 11, 2010 1:55 pm
Forum: The ITIL Service Desk
Topic: Selecting CIs when closing Events/Alerts
Replies: 5
Views: 6432

We use the Service record to reflect what service/business capability is impacted, and the CI to reflect a specific asset. My opinion is that you would want to choose the asset that caused impact to the service. For example, you have 4 servers that go offline and an event record is generated. Throug...
by db0
Mon Oct 11, 2010 11:01 am
Forum: The ITIL Service Desk
Topic: Selecting CIs when closing Events/Alerts
Replies: 5
Views: 6432

Selecting CIs when closing Events/Alerts

Our SD tool auto assigns CIs to event records, because we always know which device is impacted. I am of the opinion that the CI for an incident or event should reflect the device that caused the service interruption, not necessarily what device was impacted. One of my peers believes that for events,...