Search found 55 matches

by KenLuo
Sat Jun 01, 2013 3:55 am
Forum: The ITIL Service Desk
Topic: request user absence
Replies: 1
Views: 4789

Notify the requester 3 times, if no further response (of course, not OOO), close the ticket.
by KenLuo
Sat Jun 01, 2013 3:52 am
Forum: ITIL Discussion
Topic: Measuring and reporting SLAs
Replies: 4
Views: 18072

Using incident ticket to monitor the availability seems not to be a good choice, as incidents are telling u there's an issue now, but the system might be still online and functioning. So that's why people pushed back a lot. Also the availability is more from a business perspective, so you might need...
by KenLuo
Mon May 13, 2013 11:23 pm
Forum: The ITIL Service Desk
Topic: Helpdesk resolution
Replies: 7
Views: 8619

1) full support from your management level to you. 2) conduct the training with your team again if it's already done before. 3) share with them the benefit and the negative impact on if they don't follow the process, e.g. low performance rate at the end of the year. 4) do audit on a daily basis for ...
by KenLuo
Mon May 13, 2013 11:18 pm
Forum: ITIL Jobs
Topic: Role in Change management
Replies: 1
Views: 5601

Well...I think it's V3 now, so you might need to consider the V3 certification.

What kind of tools to be used in process is a very small part, the key is your understanding of the ITIL.
by KenLuo
Fri Apr 26, 2013 4:41 am
Forum: Change Management
Topic: Power Maintenance
Replies: 5
Views: 6702

I think UKVIKING pointed out the KEY POINT, as you're delivering the service. If you're confident that your network devices won't suffer any issue when the power is shutdown and they still can be online after the power is back, you can go ahead without any action. But as a practice, we don't do like...
by KenLuo
Wed Apr 24, 2013 3:10 am
Forum: Problem Management
Topic: risk management - is it an aid to proactive Problem manageme
Replies: 1
Views: 5853

The objectives I gave to my Problem Manager is to:
1. Track the root cause analysis.
2. Reduce the production major downtime and # of incidents.

His team may have the knowledge to determine the impact in Risk Management, but this is not their responsibility.
by KenLuo
Wed Apr 24, 2013 3:04 am
Forum: Problem Management
Topic: Service Desk role in Problem management process
Replies: 4
Views: 8014

The first impression when I saw this question is:
- Is client able to know the problem ticket?
- If client wants to know the root cause of a problem, is Service Desk going to be the SPOC?

I would say "YES".
by KenLuo
Wed Apr 24, 2013 3:00 am
Forum: Problem Management
Topic: Problem root cause
Replies: 2
Views: 5727

Actually you can find these information in any Service Manager software, e.g. HP SM.
by KenLuo
Wed Apr 24, 2013 2:57 am
Forum: ITIL Discussion
Topic: ITIL Continual Service Improvement
Replies: 4
Views: 18836

We should not roll out the process because of process. If you're trying to do service improvement for a particular team (I'm not saying process here), you need to - First see if there's any measurements in this team. - What's the objectives or expectation of those measurements. - Why it does not mat...
by KenLuo
Thu Apr 11, 2013 3:36 am
Forum: ITIL Discussion
Topic: Raising separate ticket for each issue - same user same day
Replies: 2
Views: 14975

You mentioned "same day", so they might be in different time. If so, multiple tickets are required, as you don't know whether they're the same issue or not.
by KenLuo
Thu Apr 11, 2013 3:34 am
Forum: ITIL Discussion
Topic: Security vulnerability
Replies: 2
Views: 14997

It should go through Change Management process, Release and Deployment.
by KenLuo
Thu Apr 11, 2013 3:27 am
Forum: ITIL Discussion
Topic: Which ITIL process should be implemented first?
Replies: 9
Views: 24006

You asked this question, because you feel that everything in ITIL seems to be mandatory and necessary. What I suggest you to do is to implement the CSI first or at least, you need someone who knows Lean / 6 Sigma or analysis skills. Go back to review what the current process and pain points in your ...
by KenLuo
Thu Mar 28, 2013 1:00 am
Forum: ITIL Discussion
Topic: ITIL
Replies: 10
Views: 22635

Do you have a governance? Whether the change should be deployed or not is not managed by a person or by technical person, it should be determined by a group of people from IT and Business with correct level of authority.

In most cases, the change comes from either business or production incidents.
by KenLuo
Thu Mar 28, 2013 12:47 am
Forum: ITIL Discussion
Topic: Service Validation and Testing--any tool recommendations?
Replies: 2
Views: 14932

You can find those tools from Automation Testing domain, e.g. LoadRunner.
by KenLuo
Fri Mar 15, 2013 9:18 am
Forum: ITIL Discussion
Topic: user email about helpdesk
Replies: 3
Views: 15584

Also have you ever told your support team ignore the direct post or requests?

If not, you need to tell them that they have the authorization to reject the requests in such case.