Search found 24 matches

by Boydness
Thu Jan 30, 2014 9:17 am
Forum: Problem Management
Topic: Would Alerting be a Problem Mgmt ticket or a Request?
Replies: 6
Views: 11746

The Problem Management process should have criteria to consider if the Problem Request (that was triggered by the Incident) is related to an already established Known Error or if there are merits to further investigation (which would "validate" the Problem Request). So, depending on the resources an...
by Boydness
Tue Jan 14, 2014 5:31 pm
Forum: Problem Management
Topic: Would Alerting be a Problem Mgmt ticket or a Request?
Replies: 6
Views: 11746

Yes what is ALERTING here..... But the time where Major Incident can become a problem is where... Sammy please be mindful of your phrasing, an Incident does not become a Problem. An Incident is only ever an Incident. Yes, an Incident can be an input/trigger into the Problem process. A Problem recor...
by Boydness
Thu Sep 20, 2012 11:00 am
Forum: Miscellaneous
Topic: Handover Documents
Replies: 13
Views: 13978

Based on your comments, I hope you are not seriously seeking (UK-wide) employment in IT Service Management and Quality Management fields, because I think your actions with your comments would undermine that outcome.

Think about it.
by Boydness
Thu Sep 20, 2012 10:56 am
Forum: Miscellaneous
Topic: Handover Documents
Replies: 13
Views: 13978

Diarmid wrote:I am nobody's ambassador!
Exactly, not even your own.
by Boydness
Thu Sep 20, 2012 10:40 am
Forum: Miscellaneous
Topic: Handover Documents
Replies: 13
Views: 13978

Have you been drinking? No, it just seems that a certain 2 individuals respond with poor and insulting comments to nearly all posts. Half the time you offer great logical information, the other times you seem to not understand that the newbies are "new", so of course they are not asking the rights ...
by Boydness
Thu Sep 20, 2012 9:07 am
Forum: Miscellaneous
Topic: Handover Documents
Replies: 13
Views: 13978

Diarmid wrote:Bah! John got in ahead of me.

Anyway. To flesh it out:
So, next time "flesh it out" first (before being pricks), not after.
by Boydness
Thu Aug 23, 2012 8:52 am
Forum: Problem Management
Topic: Defining a problem management process
Replies: 3
Views: 7035

Re: Defining a problem management process

GSS1 wrote: I am a developer and I have been charged with coming up with a problem management process in our organisation (We develop software).
Are you defining the process for the entire organization or for the problem management process as it applies to your group?


Boydness
by Boydness
Thu Aug 23, 2012 8:50 am
Forum: Problem Management
Topic: Would Alerting be a Problem Mgmt ticket or a Request?
Replies: 6
Views: 11746

The quotation marks are to indicate that I am asking about your organization's definitions, not some book answer. If I can understand what you mean I can apply logic to your question. I agree with Diarmid, without a clear understanding of the dynamics related to your company's terms, it is difficul...
by Boydness
Tue Aug 14, 2012 7:39 am
Forum: Problem Management
Topic: Standardization of recording of Decisions within the process
Replies: 2
Views: 4957

Presumably, budgetary controls are not at a suitable level to help with this. But have you thought of extracting the cost of additional incidents from their wages? :twisted: :twisted: :twisted: Unfortunately, it is not an option, but it would probably significantly alter the dynamics. We still have...
by Boydness
Fri Aug 10, 2012 9:22 am
Forum: ITIL Discussion
Topic: Problem or Incident
Replies: 5
Views: 8401

Re: Problem or Incident

Rut wrote: Im going crazy trying to figure out a good definition of a problem in order to shuttle the right tickets into thirdline.
So, have you been able to make any further progress with an agreement for the distinction between an Incident and a Problem?


Boydness
by Boydness
Fri Aug 10, 2012 9:14 am
Forum: Miscellaneous
Topic: KEDB
Replies: 15
Views: 23039

How did your KEDB initiative come along?

Did you make any progress?
Do you need any suggests? I can give you some insights into the constructs of some of the different versions that my organization used in the past.


Boydness
by Boydness
Fri Aug 10, 2012 9:09 am
Forum: Miscellaneous
Topic: Handover Documents
Replies: 13
Views: 13978

Diarmid wrote:I could write one in ten minutes.
Congratulations on being so gifted!
So, was the template shared with the original poster?

I think that I and others would be interested in seeing it as well.


Boydness
by Boydness
Fri Aug 10, 2012 9:06 am
Forum: Miscellaneous
Topic: Just completed training in Foundation
Replies: 4
Views: 6262

Re: Just completed training in Foundation

Hello, I've just completed my training in ITIL V3 foundation. While in the training I came across the basics of Managing the IT service. So would like assistance in getting some vital information on how to start implementing ITIL process in a new business that will help me grow. Thank you. Regards ...
by Boydness
Thu Aug 09, 2012 8:38 am
Forum: The ITIL Service Desk
Topic: Repeat Incidents - to be or not to be ? That is the question
Replies: 5
Views: 8273

Re: Repeat Incidents - to be or not to be ? That is the ques

OK first post - and I have serached and I am still confused.- So here is my issue: At what point and using what 'triggers' do you re-open an incident (ie: repeat) ? This is what we are currently doing (I wont go into the politics and culture issues that we have, which is causing the concern/'hole' ...
by Boydness
Thu Aug 09, 2012 8:24 am
Forum: The ITIL Service Desk
Topic: can I resolve not solved?
Replies: 4
Views: 6878

Re: can I resolve not solved?

If we have an incident that the issue is a known bug, and the developers or business has decided that they are not going to fix it (or will fix it in a release in a year or two), do you close the incident as Not Solved/Known Bug or such? Or do standard ITIL process suggest you must leave it open un...