If your process and ITSM tool allows it, you could have one single ticket handlig that monthly request. That ticket generates as many tasks as required to complete the request. For example a task can be to delete all items for a single user or all the windows account for all users while another task...

Hi, from a user point of view, having to deal with two different numbers to call depending on the issue it just the WORST support organization: that means that, as a user, I need to understand enough of the technology and the support organization to make a first diagnosis... One of the oldest ITIL c...

My 2 cents... UKIT is right: a change that negatively affects the service that is supposed to be provided cannot be called "successful". However, I like the idea of "failed change" meaning that the change could not be implemented (technically speaking) and needs to be re-scheduled. So another status...

Sorry to be late in answering...I don't spend as much time on this forum as I used to ... As a former ITIL trainer, I found out that the difference between incident management and problem management is one of the most difficult concepts for IT guys to understand... as for most of them "you cannot re...

To me, in ITIL concepts, the incident should stay with the service desk; a task should be assigned to one (or more) support group(s), with proper OLA(s), and the SD should monitor the work of the support team(s) vs this(these) OLA(s). unfortunately, some so-called "ITIL-Compliant" tools do not allow...

Network availability as such has no meanings to me ... Network is a set of hardware and software components that are assembled to provide some services. What SLAs should measure is availability of services. as such, in your scenario, I understand that "network" is contributing to 2 different service...

To me, whether or not a problem is open does not change IM's responsibility. But you can probably adapt your IM process so that , in rare cases of a majour outage, for which no way to restore the service is identified, the incident is escalated to PM as a URGENT PROBLEM so it is investigated immedia...

Well, there can be technical limitations of course, but that's not the matter here. My point is rather that, as a Service Provider, do I want to measure the quality of the services I am providing to my clients , or do I want to measure the quality of service to the end-users (which means the quality...

Hi there, In my company (outsourcing business) we DO suspend "tickets", mainly because the SLAs attached to the different types of incidents were originally designed to measure OUR performance as a service provider. For example: if I am to deliver a PC in 5 days (providing there is a PC in stock) ,b...

Some companies I have worked with had established a change freeze for Accounting/Financial closing Closing: year end closing is a very business critical activuty that had to be performed with less ressources and IT support: risk mitigation called for not allowing any IT change (with the exception of...

Hi, I am currently reviewing our Configuration Management process. THe process itself is quite simple (creating and managing the CMDB structure, Updating the CMDB, Auditing and Controling the CMDB are the main sub-processes). The complexity comes with the implementation. The first choice of the comp...

Hi, In my understanding Availbility Management and Continuity Management are totally different. - AM is about ensuring the agreed availability under NORMAL conditions of operations: your datacenter is up, your people are available, your service infrastructure is available too, and you "only" have to...

Hi there, I am not sure I can describe what makes a good ITIL consultant, but I have some ideas about what can make a sadly bad ITIL consultant. * knowing ITIL by the books, without having dealt with real IT operations * considering that successful implementation in company X can be copied onto comp...