Search found 56 matches

by Corde Wagner
Thu Jul 22, 2021 10:05 am
Forum: The ITIL Service Desk
Topic: How to increase usage of self-service portal for incident logging instead of emailing the Service Desk
Replies: 2
Views: 1121

Re: How to increase usage of self-service portal for incident logging instead of emailing the Service Desk

FYI, I posted your basic question over in the r/ITIL Reddit community. There are some good responses there that you may want to check out too.

Good luck!
by Corde Wagner
Wed Jul 21, 2021 9:29 pm
Forum: The ITIL Service Desk
Topic: How to increase usage of self-service portal for incident logging instead of emailing the Service Desk
Replies: 2
Views: 1121

Re: How to increase usage of self-service portal for incident logging instead of emailing the Service Desk

Great question! I’ve experienced this challenge in several companies, and without a doubt, shifting users to tickets instead of email must have an executive mandate that it will happen. That said, assuming you’re your helpdesk is transcribing emails, phone calls and walk-ups into your ticketing syst...
by Corde Wagner
Sun Jul 18, 2021 7:13 pm
Forum: The ITIL Open Guide
Topic: ITIL 4 Practices adoption
Replies: 1
Views: 913

Re: ITIL 4 Practices adoption

Greetings, You’ll want to get a copy of the ITIL4 Service Request Management practice guide. You should have received 12 month membership to Axelos with your ITIL4 certification, and you can pull down a copy from their web site. What you will find in the practice guide is not so different from what ...
by Corde Wagner
Wed Jun 23, 2021 6:25 pm
Forum: Change Management
Topic: System reboot for Incident fix, does it require an RFC to be logged?
Replies: 1
Views: 860

Re: System reboot for Incident fix, does it require an RFC to be logged?

While a reboot is considered by many to be a "change of state" and would require a change request to perform the reboot. This is more for conflict management, planning and communications purposes. in situations where there is an active incident and the severity of the incident warrants a reboot (the...
by Corde Wagner
Wed Jun 23, 2021 6:14 pm
Forum: The ITIL Open Guide
Topic: Question
Replies: 1
Views: 435

Re: Question

Greetings. I posted a reply to this same question over in the ITIL Discussion section.
by Corde Wagner
Wed Jun 23, 2021 6:06 pm
Forum: ITIL Discussion
Topic: SLA Negotiation
Replies: 1
Views: 706

Re: SLA Negotiation

Great questions. Here's my thoughts on both #1 and #2. (apologies for the odd formatting of bullets, I paste in response from a word doc). #1: Framing an SLA when the applications group won't agree to a faster restoration time  In my experience, SLAs should be based on what the relative importance ...
by Corde Wagner
Tue Jun 15, 2021 5:56 pm
Forum: Problem Management
Topic: Problem Ticket Closure
Replies: 1
Views: 1385

Re: Problem Ticket Closure

Your approach to creating a bug in JIRA and then referencing the JIRA bug number in the problem record is exactly how I've handled this in the past. We created an extra field in the ServiceNow Problem record that provided a redirect to the JIRA bug if someone wanted to see more on the progress of so...
by Corde Wagner
Wed Jun 09, 2021 4:54 pm
Forum: ITIL Discussion
Topic: ITIL Roles in Service Delivery Contract
Replies: 2
Views: 1777

Re: ITIL Roles in Service Delivery Contract

Hello, this post was submitted a long time ago, but if you're still in need of example RACI matrix, please let me know.

Corde
by Corde Wagner
Mon Jun 07, 2021 11:38 pm
Forum: ITIL Discussion
Topic: Resolution SLA based on Status
Replies: 1
Views: 517

Re: Resolution SLA based on Status

It sounds like some part of your SLA is based on time to resolve the (incident, request, etc.) ticket. If you stop using the waiting on customer or vendor, then you will lose that feature that temporarily stops the clock. By doing so, doesn't that mean the time to resolve the ticket will continue to...
by Corde Wagner
Mon Jun 07, 2021 11:22 pm
Forum: ITIL Discussion
Topic: The Impact of applying Information Technology Infrastructure Library Problem Management process
Replies: 2
Views: 494

Re: The Impact of applying Information Technology Infrastructure Library Problem Management process

Great question. Difficult to answer #1 because "it depends" on the maturity of the organization, the resources available to build a new process, the knowledge of ITIL by those who will build the process, etc. I've been working with IT and ITSM, to include studying ITIL process improvement concepts f...
by Corde Wagner
Mon Jun 07, 2021 10:53 pm
Forum: ITIL 4 Updates
Topic: Planned outage - is it a Change?
Replies: 1
Views: 1589

Re: Planned outage - is it a Change?

When I'm assessing a change that includes moving of infrastructure, the risks you would evauate is the amount of infrastructure you're moving and the amount of complexity associated with the move of the infrastructure. For example and in simple terms: moving an entire rack of non-redundant (not faul...
by Corde Wagner
Sun Apr 04, 2021 10:18 am
Forum: The ITIL Open Guide
Topic: Change Management: how long are approved changes valid for
Replies: 1
Views: 1337

Re: Change Management: how long are approved changes valid for

With a specific date and time in mind, all "normal" changes should reviewed by the designated change authority (change manager, CAB, etc.) with an express purpose of ensuring that all possible conflicts/collisions and risks are mitigated. I agree that an "approved" change should be for the date and ...
by Corde Wagner
Mon Feb 15, 2021 4:20 pm
Forum: ITIL Discussion
Topic: Downgrading Incidents - Multiple impacts
Replies: 1
Views: 1742

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: 2
Views: 1694

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: 5
Views: 2644

Re: Service Design - Introducing new service

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

Cheers,

Corde