Hello everyone - My first post! Looking for some guidance if possible? Scenario: An emergency change is raised for an engineer to swap out a faulty DSLAM card in a telephone exchange as it is suspected to be the cause of a fault (Latency on customer's broadband service). The card is swapped success...

Your question makes no sense at all.

Project Management is a skill not defined within ITIL (See Agile or Prince2 etc).

Help Desk / Service desk?

you say tomato and I say tomato, you say potato...............

The results of your customer surveys should be tied into the KPI's and performance reviews of your service desk staff and managers.

The service desk is the shop front of IT, get it wrong and it won't matter how good the rest of the product is.

There are some gartner figures on the internet that say x amount of users should require x amount of service desk head count but they are generic and not much use at all in my opinion. The method of persuasion for management to invest in a help desk is simple. If your service desk is logging and flo...

Hi Silencer001. Interesting question and something I will be tackling soon in the business I work for. We currently have 5700+ pieces of individual software installed on our estate and the number is so large because version control and an definitive media library (or DSL as you've called it) has not...

Obviously during the course of an incident restoring service is the priority, but I fail to see why once service is restored the IM can't then put his PM hat on and work to identify root cause? I previously spent 3 years working as a Problem Manager in a large enterprise environment with separate IM...

I would think unless you are in an extremely busy environment that the two roles are not mutally exclusive. The advantage of the PM also being the IM is that the PM/IM is fully aware of what was uncovered during the incident also all the steps taken to restore service. Having worked as a PM for seve...

I use a number of Change closure codes - Hopefully this may help: SUCCESSFUL: Change ran to plan and achieved it's objectives. SUCCESSFUL WITH ISSUES: Change achieved it's objectives, but did not run to plan (ran over time, required extra, unplanned steps, etc) CANCELLED: Change was never implement...

Hi. I googled but was unable to find the industry standard of how many Change Requests are Incident related. Could you please point me to the right direction? Or if you happen to know the current industry standard, please let me know. My boss said he read somewhere it's about 70% Changes are Incide...

Our approach is slightly different to those mentioned, I always say the more complex the change the more detailed the plans have to be. One of our biggest challenges is speeding up change into the business safely without being seen as needless bureaucracy. If we ask for super detailed implementation...

I think it's entirely specific to your business needs but we use fairly standard catagories. This is ripped out of our change management policy which I wrote. Standard Change A standard change is a change to a service or infrastructure for which the approach is preauthorized by change management. A ...