Search found 13 matches

by Fang
Fri Jul 19, 2013 6:49 am
Forum: Problem Management
Topic: Defining Events
Replies: 0
Views: 6535

Defining Events

Sorry if this is a Stoopid question, but I'm struggling with examples of events that are pertinent to my Lab:

If several users call in to report issues with, say, accessing SharePoint, is that an event?


Or is the issue with SharePoint the event?

Thanks,

Fang
by Fang
Thu Jul 18, 2013 5:39 am
Forum: Change Management
Topic: can patch mgmt be included in change control
Replies: 4
Views: 7881

ITIL is a set of guidelines and best practice, not a rule book. We allow our version of standard changes (called Routine Pre-Approved changes) to have a small impact on users. We define our Routine Pre-Approved changes as changes that are regularly carried out, are low risk and have little impact on...
by Fang
Tue Jul 16, 2013 8:55 am
Forum: Change Management
Topic: can patch mgmt be included in change control
Replies: 4
Views: 7881

Its up to you really! If tracking patches is important to your organisation, then make sure its included in your Change Management process.

We expedite security patches as 'pre-approved' changes, but scrutinise other patches at CAB, asking for evidence of testing, back out strategies etc.
by Fang
Mon Jul 01, 2013 3:55 am
Forum: Change Management
Topic: Failed or Successful?
Replies: 6
Views: 9796

Hi! I only use failed/sucess/problematic as valid status values for Normal and Standard changes. When it comes to Emergency changes, they are simply marked as 'Approved' (if we agree that the work was indeed an emergency change) or 'Rejected' (if we are about to go hunting the Change Proposer with a...
by Fang
Fri Jun 21, 2013 4:11 am
Forum: Change Management
Topic: Change to be implemented
Replies: 1
Views: 5538

This has happpened to us, and the working solution we are using now is: We decide a change window when scheduling an approved change. Within that change window we specify the cut off for deciding to back out. For example: Change shoud take 1 hour. Allow 2 hour change window, with back out go/no go a...
by Fang
Thu May 02, 2013 4:04 am
Forum: Change Management
Topic: Demand Management and Change Management
Replies: 0
Views: 4564

Demand Management and Change Management

I have a new Change process (still in pilot) and the Executive Director now wants a higher tier of managers controlling 'Demand Management'. My CAB reviews are focused on the technical aspects of RFC and risk mitigation, so yes, we do need to look at business need. I feel that this should all be und...
by Fang
Thu Feb 07, 2013 9:57 am
Forum: Change Management
Topic: SharePoint 2010 to track Change Management
Replies: 2
Views: 6982

Incident and Problem Management tool ???? Nope, dont have one of those either! Think Science Lab full of folks keen to get on with the science and to hell with process and you may START to get the picture. I'm the big Bad Change Manager, getting them to toe the line. Since I posted first, we are now...
by Fang
Thu Dec 13, 2012 8:04 am
Forum: Change Management
Topic: new wireless (Wi-Fi) hotspot capability
Replies: 2
Views: 5372

Its surely a new service, and needs to come under your Change Management process as that.

Even if Ops are asking for test subjects, the service may involve changes (additional software) to system for which you have config management?

I'm with you on this one!
by Fang
Tue Dec 04, 2012 5:30 am
Forum: Change Management
Topic: External Engineer and Change Management
Replies: 1
Views: 4444

External Engineer and Change Management

An acredited engineer from a reputable supplier working in our machine room on an electrical supply board managed to literally burn out all our UPS and routers last week, with the inevitable consquences to services across sites etc. Not to mention the fire evacutaion of the enture building as router...
by Fang
Wed Oct 24, 2012 11:08 am
Forum: Change Management
Topic: Change Management and a new service
Replies: 1
Views: 4564

Change Management and a new service

How does an entirely new service fit into Change Management? The project to set up the service will have its own change control – but presumably, the PM will need to raise RFCs with the main Change Management process? Would this be one all encompassing RFC or is it best to break it down? If the latt...
by Fang
Tue Sep 18, 2012 4:50 am
Forum: Change Management
Topic: SharePoint 2010 to track Change Management
Replies: 2
Views: 6982

SharePoint 2010 to track Change Management

Has anyone any experience that they can share with regard to SharePoint 2010? We have deployed SharePoint 2010 across our laboratories and using the workflow features appears to be the logical way to track our fledgling Change Management process. Hopefully, the calendar issues with earlier versions ...
by Fang
Mon Sep 17, 2012 12:17 pm
Forum: Change Management
Topic: number of changes before change management
Replies: 3
Views: 6031

Thanks!

Thank you for your response --what you have said squares with what I am trying to achieve. You are perfectly correct saying that there must be change management here already --and I have spent the last 5 months since I was recruited seeking out what already exists and asking my peers what they want ...
by Fang
Mon Sep 17, 2012 10:39 am
Forum: Change Management
Topic: number of changes before change management
Replies: 3
Views: 6031

number of changes before change management

I'm developing a Change Management process from scratch covering all ICT services across 2 scientific laboratories (and other outstations), with a disparate set of users, some staff, some visitors. I've just been asked to undertake a "Change Capture Review" in order to find out how many changes happ...