Search found 32 matches

by Corde Wagner
Sun Sep 20, 2020 6:38 pm
Forum: Change Management
Topic: Change freeze and staging environment
Replies: 1
Views: 684

Re: Change freeze and staging environment

Generally, a “freeze” is in place to protect the environment from disruptions/incidents that would be caused by a change. Although it’s not completely clear how many environmental stages your changes progress through, if your “staging” environment is the next closest environment to your production e...
by Corde Wagner
Sun Sep 20, 2020 6:24 pm
Forum: ITIL Discussion
Topic: Who should raise RFCs ?
Replies: 1
Views: 48

Re: Who should raise RFCs ?

Good question! Having been in the change manager role with several large organizations, non-technical business users were asked to raise a request ticket for proposing a change. If their proposed change fit the established criteria and was accepted, then the technical team who would make the change ...
by Corde Wagner
Fri Sep 11, 2020 7:34 pm
Forum: ITIL Service Delivery
Topic: SLA with low volumes
Replies: 1
Views: 333

Re: SLA with low volumes

Greetings, I do not have enough information to fully understand the issues you are facing, but from what information you have provided, here’s some thoughts/questions: - You wrote: 80% of the Incidents raised, are ultimately identified as not being valid Incidents as they are not faults within our s...
by Corde Wagner
Fri Sep 11, 2020 6:32 pm
Forum: The ITIL Open Guide
Topic: Change management for Firmware updates
Replies: 1
Views: 228

Re: Change management for Firmware updates

Greetings, Generally, desktops/laptops are not included in change management, but servers, networks and other infrastructure would fall under the change management process. I recommend that any modification made to servers, networks and other infrastructure systems be included in the change manageme...
by Corde Wagner
Fri Sep 11, 2020 6:18 pm
Forum: ITIL Discussion
Topic: New Incidents for minor Incidents
Replies: 2
Views: 130

Re: New Incidents for minor Incidents

This is a very common situation with a Service Desk, and most often is an indicator of the maturity of the process and the staff. The efficient and consistent recording of incidents and requests should be included in initial and recurring training of all of your service desk agents, and part of your...
by Corde Wagner
Wed Dec 04, 2019 5:13 pm
Forum: ITIL 4 Updates
Topic: Do we need to separate the Asset Mgt and Configuration mgt if we will align to ITIL 4?
Replies: 2
Views: 10360

Re: Do we need to separate the Asset Mgt and Configuration mgt if we will align to ITIL 4?

I agree with Ted! While both asset and configuration management are tightly coupled, the differing purposes makes management of the two more effective if they are treated as separate processes.

Cheers,

Corde
by Corde Wagner
Fri Nov 15, 2019 11:11 pm
Forum: Change Management
Topic: Unsuccessful Changes - Clarity Needed
Replies: 1
Views: 1978

Re: Unsuccessful Changes - Clarity Needed

Hello, Thanks for such a well formed scenario, and for sharing your approach to identifying change success. I completely agree with your assessment that the change was implemented without issues, but a defect was discovered after the change was accepted in production, could be considered "Successful...
by Corde Wagner
Wed Sep 11, 2019 4:30 pm
Forum: The ITIL Service Desk
Topic: Change password
Replies: 3
Views: 14387

Re: Change password an Incident or a SR?

I agree with Ted that a password resets can be recorded as either an incident or request, but the rational for either should be clearly documented to reduce confusion. From my point of view, I would always treat requests to reset a password as service requests.
by Corde Wagner
Mon Jul 08, 2019 10:44 pm
Forum: ITIL 4 Updates
Topic: Has IT Service Operations disappeared from ITIL v4 ?
Replies: 1
Views: 10521

Re: Has IT Service Operations disappeared from ITIL v4 ?

I had the same question before taking the ITIL 4 Foundations with Suzanne Van Hove through GoGoTraining.com. Concurrent with the training (and as Suzanne recommended), I read purchased and read the ITIL 4 Foundations book. From that my take is that the Service Value System, value chain and the relat...
by Corde Wagner
Fri Jun 28, 2019 12:36 pm
Forum: ITIL Discussion
Topic: If i got ITIL cert, what job can i do?
Replies: 2
Views: 7528

Re: If i got ITIL cert, what job can i do?

The ITIL Foundations certification makes you better qualified for most Information Technology (IT) jobs than those who do not have that certification. If you were interested in Service Desk (aka Helpdesk), technical positions (network, server, database administrator), desktop support, change managem...
by Corde Wagner
Wed Jun 26, 2019 7:14 pm
Forum: Related Topics
Topic: Is Applications Management Function best fit for IT SDLC?
Replies: 1
Views: 14784

Is Applications Management Function best fit for IT SDLC?

ITIL v3-2011 Service Operation offers a relatively small amount of guidance/information for how to position the many activities performed by IT applications development and support teams. Looking at service provision/service delivery contracts that I have worked with, they will include the usual Cha...
by Corde Wagner
Wed Jun 26, 2019 7:00 pm
Forum: ITIL Discussion
Topic: ITIL expert
Replies: 2
Views: 7607

Re: ITIL expert

I agree with Marianne that working towards the ITIL Expert certification by taking the ITIL v3-2011 is the way to go at this time. The learning is exceptional through GoGoTraining and none of the training/certifications will be tossed away when ITIL 4 comes out.
by Corde Wagner
Thu Jun 20, 2019 11:43 pm
Forum: ITIL 4 Updates
Topic: Processes do not equal Practices
Replies: 2
Views: 8912

Re: Processes do not equal Practices

Interesting points Ted. I think your thoughts are spot on. It may be helpful for some readers to add the ITIL 4 definition of practice, which is defined as "A set of organizational resources designed for performing work or accomplishing an objective". Given this definition and your observations, I w...
by Corde Wagner
Sun Jun 16, 2019 4:53 pm
Forum: Miscellaneous
Topic: Does the ITIL require (or address) "soft skills"?
Replies: 3
Views: 16241

Does the ITIL require (or address) "soft skills"?

Someone recently asked me if the ITIL requires "soft skills", and while I emphatically said "yes" but without giving away why I think it does, what do you think? Are soft skills required in IT Service Management (hint)?
by Corde Wagner
Mon Jun 03, 2019 3:49 pm
Forum: Miscellaneous
Topic: Difficulty with ITIL
Replies: 1
Views: 6876

Re: Difficulty with ITIL

Hello James, I've been a huge fan of ITIL since I first discovered it, and I think what made it much easier for me to relate to (which then I hope it would be less mind numbing) was taking a professionally delivered Foundations class. That was back in version 2 and the instructor was able to relate ...