Search found 3 matches

by Chris77
Fri Mar 18, 2011 9:52 am
Forum: The ITIL Service Desk
Topic: Major Incident Communications - a challenge
Replies: 3
Views: 5615

Hi Boris - unfortunately for me the French Canadians think they are special and google translate has already been ruled out by the business as it is only about 60% accurate apparently. We do have translators available onsite but need to be booked in advance which isnt ideal in a sev1 situation.
by Chris77
Thu Mar 17, 2011 3:34 pm
Forum: Problem Management
Topic: Incident team declares "service restores" but i di
Replies: 16
Views: 14518

technically they are correct - they have found a workaround and so the incident is resolved. You can now engage as problem management to find a permanent solution to the issue i.e drag them back in as subject matter experts to help define & implement a solution for your issue (also include security ...
by Chris77
Thu Mar 17, 2011 2:54 pm
Forum: The ITIL Service Desk
Topic: Major Incident Communications - a challenge
Replies: 3
Views: 5615

Major Incident Communications - a challenge

Hello, I have been challenged to revamp the communications that my company use surrounding the major incident process. A the moment we send out an SMS text to cells stating the service is down, then a pre-populated email message stating the outages basic details, then 30 minute updates via email, a ...