Passed the V3 Bridge course last Friday. Whew! I did my pre-course studying using the Colin Rudd's "The Manager's Bridge Certificate in IT Service Management" and the 5 OGC's Key Element guides. During the 4-1/2 day course, I used the instructor's printed slide show but reviewed the instructor's key...

ITIL regulations. First, ITIL is a framework not a regulation.

Section 8.5.2 of the V2 Service Support book says, "...all members of the organization be authorized to request changes."

ITILAdmin, An aggregator site is using your copyrighted name for a section. http://www (dot) itil-itsm-peoplecert (dot) com/category/itil-community-forum/ The IT Skeptic's recently been calling him on the use of copyright material without attribution so I took a peek. When I clicked on their "ITIL C...

diGit_S wrote:How long should an open incident be inactive before you can call it 'sleeping'?

42.

Sorry, couldn't resist.

...used the 5 'Key Element Guides', the book by Colin Rudd titled 'The Managers Bridge Certificate in IT Service Management - A guide for ITIL V3 Exam Candidates' and the 'Introduction to ITIL V3' as the primary sources for pre-course reading. Chris, were any of your sources more helpful than other...

A slide presentation should contain big pictures and few words. The discussion is the focus of the event, the slides are eye candy. I suggest taking a look at the Presentation Zen website. For complex information, it's a bit over the top but I try to find a happy medium. Mark Twain said, "I didn't h...

Three topics down is a discussion called "exam this saturday on ISEB SSS case study - Any last min poi". Please read that one (and the other topics it points to). I don't think I've seen a discussion here go into detail about a specific case study. The exam is about YOUR interpretation of the case s...

Diarmid, you're right. I only searched my email for the info; I didn't re-read any of it.

Welcome to arguably one of the most confusing aspect of ITIL Service Support (or Service Operations). I've seen a couple discussions that went on for seemingly weeks. Check the "Does a Major Incident automatically lead to the creation of a problem record?" discussion within LinkedIn's "ITIL v2 / v3 ...

Cinbad, Given the info that you've provided, we can't know. From a business analyst perspective, I think the questions you need to ask are how can ITIL help me; help my business? Will ITIL help you: ITSM is about managing IT services for the customer. If you don't work in IT, certs in ITIL probably ...

Diarmid wrote:Still it is only risk against cost when it gets down to it, and risks are notoriously difficult to quantify when there are savings to be made.

Wise words. Just ask Akio Toyoda.

Puskar, Look down the forum about 4 topics and open "V2 Managers Exams in April". Lots of good info in the first 5 or so posts. I don't have any specifics on the SSS case study, but our instructor had us put our case study company's strengths, weaknesss, opportunities, threats (SWOTs) in a matrix. F...

I'd call it a closed incident. :-) Actually I'd categorize it as "user error". You might need to add a procedure for such "perceived" incidents. What do you currently do if someone reports an incident but no one can recreate it? You could probably follow that procedure, just close (or cancel) the in...

Maybe ITIL should be Infrastructure Topeka Information Library?

I have a sneaking suspicion that it's April 1st where Viv lives.