Search found 49 matches

by Corde Wagner
Wed Jun 09, 2021 4:54 pm
Forum: ITIL Discussion
Topic: ITIL Roles in Service Delivery Contract
Replies: 1
Views: 1036

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: 163

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: 119

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: 129

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: 898

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: 1397

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: 1356

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: 1808

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: 2549

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: 2625

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: 1866

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: 11878

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: 715

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: 1021

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: 1808

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...