Search found 44 matches

by Corde Wagner
Mon Feb 15, 2021 4:20 pm
Forum: ITIL Discussion
Topic: Downgrading Incidents - Multiple impacts
Replies: 1
Views: 125

Re: Downgrading Incidents - Multiple impacts

Great question. It’s my opinion that this was one incident and by it being a “P1” it was a major incident. If you lower the priority of the incident ticket to a “p2”, then unless you have configured your tool to capture how it was handled (it was a P1) and what it was reduced to for other purposes (...
by Corde Wagner
Mon Feb 01, 2021 7:22 pm
Forum: Change Management
Topic: Data Center Swings and Change records
Replies: 1
Views: 240

Re: Data Center Swings and Change records

Great question! Unless it's a "standard change" (ITIL definition), any change to the production environment should be required to follow the change management process. In environments that have fully automated CI/CD, that may be an exception, but it doesn't sound like your organization has that leve...
by Corde Wagner
Sat Dec 12, 2020 12:24 pm
Forum: ITIL Discussion
Topic: Service Design - Introducing new service
Replies: 4
Views: 994

Re: Service Design - Introducing new service

No worries, just wanted to help if I could. Congratulations on your ITIL4!

Cheers,

Corde
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: 993

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: 1411

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: 1370

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: 11136

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: 235

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: 431

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: 4
Views: 994

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: 4
Views: 994

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: 7551

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: 1386

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: 451

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: 1480

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...