Hello, If you haven’t already, I highly suggest you make time to fully understand your services (document and catalog them) and then document/catalog the applications required to deliver your services. Document the priority of each service, especially the mission/business critical services - this wi...

Greetings, I am a bit confused on what your question is, so I'm going to try and answer in a couple different ways just in case. I have to pull out what I think was your scenario questions and I labeled them "Your resolution": 1. Your resolution to Scenario 1: to me is a classic case of raising a Pr...

Interesting questions, here are my thoughts: My thoughts: 1. Depending on which version of ITIL you are building your set of tools to align with, the term “ITIL Implementation” can mean far too many things. Implementing the tenets of ITIL 4 will be challenging as they are IMHO better aligned to corp...

For customers that have a ticket opened for them, but they won’t respond to inquiries, this is what we did (and that worked best). We would write the customer at least 2 times asking if they still had the issue (or needed help, etc.). Ideally that would be done through the ITSM ticketing system and ...

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!

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...

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 ...

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...

Greetings. I posted a reply to this same question over in the ITIL Discussion section.

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 ...

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...

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

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...

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...

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...