Search found 41 matches

by Corde Wagner
Sat Nov 21, 2020 11:07 pm
Forum: ITIL 4 Updates
Topic: Problem Management different between ITILv3 and ITIL4?
Replies: 0
Views: 20

Problem Management different between ITILv3 and ITIL4?

A fellow ITIL'er was asking if the materials for problem management were different in the ITILv3 and ITIL4 versions. While I do think the ITILv3 problem management materials were informative, I do think the ITIL4 problem management practice guide provides information and insights that are better tha...
by Corde Wagner
Wed Nov 18, 2020 1:50 pm
Forum: The ITIL Service Desk
Topic: Incident or Request?
Replies: 1
Views: 544

Re: Incident or Request?

Greetings,

I see that your question has been up for a while but I'm just now finding it. Did you get the information and feedback you were looking for by now? How is your incident process handling those situations now?

Corde
by Corde Wagner
Wed Nov 18, 2020 1:40 pm
Forum: Change Management
Topic: What is change control in ITIL4 ?
Replies: 1
Views: 748

Re: What is change control in ITIL4 ?

Greetings,

I just found your question from back in June. Did you get what you needed or do you still have questions? How is your change management process working now?
by Corde Wagner
Wed Nov 18, 2020 1:29 pm
Forum: Change Management
Topic: Rollback Plan Template
Replies: 3
Views: 10763

Re: Rollback Plan Template

Hello, You asked this question a long time ago, but in case you didn't get a reply, I would offer that a roll back should "un do" all of what was done to implement a change. In other words, the roll-back plan should mirror the implementation plan steps and activities, just in reverse order. For thos...
by Corde Wagner
Wed Nov 18, 2020 12:16 pm
Forum: Change Management
Topic: Who's responsible for a Change from end to end?
Replies: 1
Views: 41

Re: Who's responsible for a Change from end to end?

This is a good question. It’s very common for new change managers to ask. This is what I recommend: 1. Require Non-Technical users to submit a service request ticket asking for the change they want to be made. 2. Allow technical teams (e.g. software developers, web support teams, infrastructure team...
by Corde Wagner
Tue Nov 17, 2020 8:36 pm
Forum: ITIL Discussion
Topic: When to open Problem Ticket after incident occurred ?
Replies: 1
Views: 60

Re: When to open Problem Ticket after incident occurred ?

Greetings, Problem investigations require the time of your most valuable people resources (technical teams and managers). Experience shows that the constraints of people and their time is the biggest factor in the organizations ability to work on or not work on problem resolution. For this reason, o...
by Corde Wagner
Tue Nov 17, 2020 7:35 pm
Forum: ITIL Discussion
Topic: Service Design - Introducing new service
Replies: 2
Views: 42

Re: Service Design - Introducing new service

ITILDave, Over the past 20 years I have worked in companies that have developed their own software and systems, which would include the design, build, transition to operations and operational support. With regards to your request for real examples of an SDP, I believe the short answer is that you wi...
by Corde Wagner
Tue Nov 17, 2020 6:49 pm
Forum: ITIL Discussion
Topic: Service Design - Introducing new service
Replies: 2
Views: 42

Re: Service Design - Introducing new service

Good questions ITILDave, I’m going answer them in separate posts because the answers to each question are very long. (My apologies if it’s too much information, but hey, you asked) It’s my take that the 4ps and five aspects of design are ITIL v2011 concepts are offered to design teams as a way to en...
by Corde Wagner
Wed Nov 11, 2020 11:41 am
Forum: ITIL Discussion
Topic: Process Workflows & Sub Processes
Replies: 6
Views: 6920

Re: Process Workflows & Sub Processes

Hello Ben, it's been a while since you first posted, so I'm not sure you have what you need. I would like to offer that standardizing processes across all sites, especially if all sites will use the same ITSM tool (e.g. ServiceNow) will be critical to your overall service quality. Sometimes knowing ...
by Corde Wagner
Sun Sep 20, 2020 6:38 pm
Forum: Change Management
Topic: Change freeze and staging environment
Replies: 1
Views: 1082

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: 223

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: 712

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: 638

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: 677

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: 10618

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