Search found 3 matches

by Nethra
Thu Jul 04, 2013 7:51 am
Forum: ITIL Discussion
Topic: Measuring and reporting SLAs
Replies: 4
Views: 18323

Small Change in sentence:

These incidents are used to calculate the outage time.
by Nethra
Thu Jul 04, 2013 7:50 am
Forum: ITIL Discussion
Topic: Measuring and reporting SLAs
Replies: 4
Views: 18323

As ITIL Priority/severity is used to prioritize the ticket. Bug and Change is a category probably which is not to be part of the incident. But yes couple of organization measure availability based on high impact incidents which is referred as Major Incidents (MI), which provides data about Time take...
by Nethra
Thu Jul 04, 2013 7:37 am
Forum: ITIL Discussion
Topic: Which ITIL process should be implemented first?
Replies: 9
Views: 24471

I could suggest this as the first step as your organization is going for first time to follow ITIL best practice List all the function in the rows and all ITIL process in columns and check the applicability. Once the applicable process are identified check the level of maturity using ISO20K Standard...