Search found 25 matches

by 24sa
Tue Oct 18, 2016 5:01 am
Forum: ITIL Discussion
Topic: Resolution time in case of reopen tickets
Replies: 1
Views: 6094

Resolution time in case of reopen tickets

Hello Experts, Greetings! Would like to know about the MTTR time calculations in case of reopened tickets. We have monthly export listing various fields including Incident open time and resolution time. In case of tickets which are opened at time stamp , marked at time stamp B , reopened at C and fi...
by 24sa
Tue Oct 18, 2016 4:39 am
Forum: ITIL Discussion
Topic: Incident Management
Replies: 5
Views: 8217

Hint for your query -
Learn about hierarchical Escalations and matrices.
by 24sa
Wed Jan 30, 2013 2:05 am
Forum: ITIL Discussion
Topic: Money Back Guarantee
Replies: 16
Views: 37537

I have been offered by such ATO's which were giving 100% guaranty or money back offer. They are like seller of Certificate; you are just paying and purchasing the certificate. It is nothing going to help in your career with learning perspective. My seriously suggestion is avoid such ATO's. Study, Le...
by 24sa
Wed Jan 30, 2013 1:44 am
Forum: ITIL Discussion
Topic: Few Queries on ITIL Foundation
Replies: 2
Views: 14853

Dont demand for fully cooked food from here. That you have to cook by your own.
What we can help you is guide or teach the way how to cook!

Get books , study first, put your inputs and query based on your understanding , then this forum surly will help you.
by 24sa
Wed Jan 30, 2013 1:41 am
Forum: ITIL Discussion
Topic: Can a repeat Problem reoccur?
Replies: 4
Views: 16539

yes.. Problem Can re-occurre. It can re-occurre when the ROOT cause identified earlier and corrosponding permanent fix given were not accurate to that problem. For some time period that fix stopped the re occurrence of the issue but later on same type of issue could occurre. As rightly said by Diarm...
by 24sa
Wed Jan 02, 2013 6:02 am
Forum: Change Management
Topic: Patches to test Enviroment
Replies: 5
Views: 7775

Thank to both of you!
by 24sa
Wed Jan 02, 2013 5:46 am
Forum: ITIL Discussion
Topic: Service Catalogue
Replies: 1
Views: 11372

Service Catalogue

while dealing with Service Catalogue, Busniess catalogue specification is clear, that it reflaects the Services offered by Business. My question is about the technical/IT Catalouge, the services which our IT is providing to our busniess. My organization is providing n numbers of services to its cust...
by 24sa
Wed Dec 26, 2012 1:09 am
Forum: Change Management
Topic: Patches to test Enviroment
Replies: 5
Views: 7775

What do your procedures and policies say? Till now nothing has mentioned in procudure for the changes to test environment. Thats why only the question has come in picture now. Second answer: do you want to have a controlled environment for your testing? This is always and everywhere desirable. Third...
by 24sa
Wed Dec 26, 2012 12:48 am
Forum: ITIL Discussion
Topic: Will it go through Change Management?
Replies: 8
Views: 19159

In my opinion, a change would be raised as Emergancy Change, which need to be carried out for restoring the services ASAP. Afterall, the replacement actvity is going to impact the CI status and attribute so it must be recorded as change.
by 24sa
Mon Dec 17, 2012 6:38 am
Forum: Change Management
Topic: Patches to test Enviroment
Replies: 5
Views: 7775

Patches to test Enviroment

Do we need to raise CR for deployement of a patch to a test server???
Does it need to follow the change management Process???
by 24sa
Sat Dec 15, 2012 3:25 am
Forum: Configuration Management
Topic: Services, SLA and IT-Infrastructure CIs
Replies: 4
Views: 14571

It can be customer based or services Based... As Mr Diarmid said--- If one customers service can be down while another's is up then it would be better to have separately defined services. and if u have have dedicated Resources and services for different customer groups then it can be based on custom...
by 24sa
Wed Dec 12, 2012 1:35 am
Forum: Change Management
Topic: Process followed when issue occur during implementation
Replies: 6
Views: 8126

Thank you for correcting me..and enlighting us with your valuable posts..!
by 24sa
Tue Dec 11, 2012 6:35 am
Forum: Change Management
Topic: Process followed when issue occur during implementation
Replies: 6
Views: 8126

Hi ChgLed, As you are having the approved down time for the same, these may be three cases -- 1) you successfulluy Replace the faulty RAM and complete your activity within down time window then it is your Change management process only. 2) You exceed the down time window but your business has approv...
by 24sa
Tue Dec 11, 2012 5:04 am
Forum: ITIL Discussion
Topic: Pain Value Analysis: Where to Get Information???
Replies: 4
Views: 10962

PAIN Value Analysis is the Technique used to determine the Pain of an problem in the production Environment. PVA is one of the helping technique for deciding the Priority of a problem. PAIN value is claculated in terms of--- 1) Numbers of user affeced 2)Number of services affected 3) Effected Zone o...
by 24sa
Tue Dec 11, 2012 4:47 am
Forum: ITIL Discussion
Topic: ITIL Implementation
Replies: 11
Views: 13685

Diarmid, Hello Sir, I am agree with your point, finding ROOT cause and giving solution to the problem is the part of Problem Management only. With addition to your post, Is the need of Capacity Management Procees not the more specific to this case? Clearly the load has been increased too much, causi...