Search found 30 matches

by abu1
Wed Jan 04, 2012 11:02 am
Forum: The ITIL Service Desk
Topic: Major Incident - Incident Manager Role
Replies: 15
Views: 18758

no i disagree as they have no issue with reporting to their line mangament. They did not understand the role of IM hence once resolved an incident closed it themselves or passed back to SD you cannot impliment ITIL without everyone being aware of it. At least every member of the IT team should compl...
by abu1
Wed Jan 04, 2012 8:48 am
Forum: ITIL Certification
Topic: what's the answer for ITIL test?
Replies: 6
Views: 6488

leave the poor guy alone he just wanted some help..

but looks like we have new users from india.. Is there a new surge in ITIL implimentatio nacross indian firms?
by abu1
Wed Jan 04, 2012 8:44 am
Forum: The ITIL Service Desk
Topic: Major Incident - Incident Manager Role
Replies: 15
Views: 18758

Ok...i can relate to the situation abit. The major incident manager should hold meeting with network/infrastructure lead or analyst and maybe service desk manager. All the IM does is oversee the situation and make sure the MI is resolved and service is up and running. I been in organisations where t...
by abu1
Fri Dec 16, 2011 10:16 am
Forum: Problem Management
Topic: Problem involvement in Incidents
Replies: 8
Views: 7718

fair enough all i wanted to say was in smaller organisations roles are merged. It can work as long as you know there is a difference and they are two different roles . Reason for asking weather you work or train is the fact sometimes trainers are not used to work environment. they see text book stuf...
by abu1
Fri Dec 16, 2011 8:51 am
Forum: Problem Management
Topic: Problem involvement in Incidents
Replies: 8
Views: 7718

Abu1 this is one of the ONLY explicit statements in the ITIL volumes that should not happen The IM mgr and the PM mgr have different goals; there fore the role should nto be doen by the same person because of the different goals of the two processes Unless the company is so small, In a small compan...
by abu1
Thu Dec 15, 2011 9:06 am
Forum: Problem Management
Topic: Problem involvement in Incidents
Replies: 8
Views: 7718

I work as a incident and problem manager.. So i do get involved in incident managing reviewing and overview.. ?check weather they are updated, logged/closed using correct categories. any improvments required on the servide desk software etc... More and more jobs are now like this incident and proble...
by abu1
Wed Nov 30, 2011 5:14 am
Forum: ITIL Service Delivery
Topic: Incident or Service Request
Replies: 5
Views: 17284

In the real world in any organisation a password reset is dealt by the servicedesk.

If your organisation is wasdting time debating these minor matters then they need to look at themselves ..
by abu1
Wed Nov 30, 2011 5:12 am
Forum: Change Management
Topic: What is the difference between Change and release mgt
Replies: 3
Views: 5940

you need to study itil you will get the answer.. Release Management starts at the need for an enhancement to IT and continues through design, build, test activities, deployment plans, training plans, etc. Many distinguish between IT Projects and Software projects. I don't since many of the process a...
by abu1
Wed Nov 30, 2011 5:09 am
Forum: Problem Management
Topic: implimentation of a problem process in new job
Replies: 5
Views: 6319

let me clatify what im saying. ITIL specxific roles suc has incident manager , problem manager or change/release in a smal organisation is not really required for a single person. they will be bored out of their brain due to lack of work.. if its a small organisation how many major incidents will yo...
by abu1
Mon Nov 28, 2011 6:25 am
Forum: Problem Management
Topic: implimentation of a problem process in new job
Replies: 5
Views: 6319

Thanks diarmid for the reply.. I think its difficult to impliment ITIL in a small organisation. AS there is not many problems or major incidents occuring which requires a permenant person doing these roles. Also it seems like any major incident or problem which occure get dealt by the teams themselv...
by abu1
Wed Nov 23, 2011 10:35 am
Forum: Problem Management
Topic: Incident/Problem Management and 3rd Party Suppliers
Replies: 7
Views: 6994

ITIL is a framework. and not allways applicable in every workplace. From your question there is no need for a structure just for this one product. I have woeked in small organisations which tried to impliment ITIL but just was not practical and needed. Incidens/problems were resolved by the IT team ...
by abu1
Mon Nov 21, 2011 6:05 am
Forum: Problem Management
Topic: When does major incident become a problem
Replies: 7
Views: 9063

I'm sorry, but I don't agree. major incident and problem do not overlap. Any incident is likely to be indicative of a problem and in many cases it will be worth investigating the problem. The smallest of incidents is capable of being a symptom of the largest of problems and vice versa. There is no ...
by abu1
Thu Nov 17, 2011 6:53 am
Forum: Problem Management
Topic: When does major incident become a problem
Replies: 7
Views: 9063

ok let me try to re=phrase. since major incident and problme overlap..

how do you diffrenciate from a major incident and a problem..
by abu1
Thu Nov 17, 2011 4:30 am
Forum: Problem Management
Topic: When does major incident become a problem
Replies: 7
Views: 9063

When does major incident become a problem

Ok is there any time that a major incident will become a problem?? what is the trigger point or reason
by abu1
Wed Nov 09, 2011 5:41 am
Forum: Problem Management
Topic: implimentation of a problem process in new job
Replies: 5
Views: 6319

implimentation of a problem process in new job

Hi Started a new job which does not have a problem manamgemtn process in place. their incident management process is mature and works. can you give me tips on what factors to take into account and which you think are best ways for the service desk to log and pass to problem manager and how to assign...