Search found 55 matches

by KenLuo
Tue Mar 12, 2013 4:19 pm
Forum: Change Management
Topic: Difference between Emergency and Expedited
Replies: 5
Views: 9089

definition in Oxford

emergency
a sudden serious and dangerous event or situation which needs immediate action to deal with it

urgent/expedite
to make a process happen more quickly

You see the difference?[/b]
by KenLuo
Tue Mar 12, 2013 4:09 pm
Forum: Change Management
Topic: is there any difference between Postponed and Cancelled CR?
Replies: 3
Views: 5487

Also if the change runs out of time, it should be considered to be a failed change.
by KenLuo
Tue Mar 12, 2013 4:08 pm
Forum: Change Management
Topic: is there any difference between Postponed and Cancelled CR?
Replies: 3
Views: 5487

Cancelled means the change will not be promoted, e.g. you have a release, and just one day before the change, you find there's a bug in this release, so you cancel the change and this release won't be promoted even in the future. Postponed means the change cannot be done on schedule due to some know...
by KenLuo
Tue Mar 12, 2013 4:01 pm
Forum: ITIL Discussion
Topic: ITIL
Replies: 10
Views: 22857

I would prefer people to share the background and then maybe share the pain point.
by KenLuo
Tue Mar 12, 2013 3:51 pm
Forum: ITIL Discussion
Topic: Can Non Production Issues be treated as Incident in ITIL
Replies: 5
Views: 17757

Depends on the purpose of non-production environments, as if it's customer facing visible environment, e.g. Integration Testing environment or User Acceptance environment, you MIGHT need to have the same level. Typically failure in testing or delay in testing would cause the delay in project and it ...
by KenLuo
Tue Mar 12, 2013 3:42 pm
Forum: ITIL Discussion
Topic: requestor role
Replies: 5
Views: 16886

The concept im trying to accomplished is to create a standard form for every request which comes to IT (new user account, additional access,etc..), The form will also include ticket number for better tracebility,. The form works with roles like user, requestor (user's manager, hr), it admin, it man...
by KenLuo
Sun Mar 10, 2013 1:56 pm
Forum: ITIL Discussion
Topic: requestor role
Replies: 5
Views: 16886

Any user who uses the service provided by you, your team or your organization can be a requester.

They may have the permission to access to create a request directly, or they call GSD.
by KenLuo
Thu Feb 28, 2013 10:35 am
Forum: ITIL Discussion
Topic: Advice on how to handle this incident management scenarios
Replies: 4
Views: 17016

#1 You definitely need a light problem management to cover: a) Problem Creation. b) Problem Track. c) Problem Close. Since you don't have problem management process, so basically you won't have people to do the investigation and diagnosis on problems, but you can use this to track the permanent fix....
by KenLuo
Sat Feb 09, 2013 1:34 pm
Forum: Problem Management
Topic: KEDB Ticket - categories
Replies: 7
Views: 11390

Knowledge capture is a very big challenge to company or organization. Don't make it too formal, try to use OneNote to document whatever people want to document with free style. Also if you want to create a KEDB, you should also get ready about how you're going to train people in your organization an...
by KenLuo
Sat Feb 09, 2013 1:28 pm
Forum: Problem Management
Topic: Setting Problem Management Goals
Replies: 6
Views: 8736

Makes complete sense....Our Problem Management processes, and Incident Management processes for that matter, are not mature at this point. That's part of the reason why we're revamping our RUN services across our IT organization. I agree that a lot of Problem Management is subjective, so I'm trying...
by KenLuo
Sat Feb 09, 2013 1:25 pm
Forum: Problem Management
Topic: Setting Problem Management Goals
Replies: 6
Views: 8736

The goals I set for my problem team: 1) Reduced number of incidents, with the problem team in place, I do expect to see less or at least a trend of incidents reduction, otherwise, why I need problem team. 2) Reduced number of downtime or performance degradation cases. 3) Improved service restoration...
by KenLuo
Fri Feb 01, 2013 2:09 pm
Forum: ITIL Discussion
Topic: Streamline IM Process and Service Level Catelog
Replies: 3
Views: 14928

1. Resolution time defer for both organizations and the question "who should following whom? " Can we have 2 set of SLA then? [Comments]: a) Is there any SLA documented on the contracts with your clients? If so, you must follow what has been documented, even if you have to use 2 standards. b) Always...
by KenLuo
Thu Jan 24, 2013 1:00 pm
Forum: ITIL Certification
Topic: ITIL instructor certification?
Replies: 4
Views: 6242

UKVIKING - any chance that you can help me to get in touch with Liz?
by KenLuo
Thu Jan 24, 2013 12:58 pm
Forum: Problem Management
Topic: success of Problem Management
Replies: 1
Views: 4952

This is related to the goals you set for the problem team. What are the goals you set for the problem team? 1) reduced occurrence of application downtime? 2) reduced incidents by providing the RCA? 3) reduced TTR by having monitoring or proactive actions in place? 4) .... And then based on above goa...
by KenLuo
Tue Jan 22, 2013 8:18 am
Forum: Change Management
Topic: Change Management & Security Updates
Replies: 5
Views: 6498

BTW, your pain point is not related to process, instead it is about the testing. If the testing is not done correctly, process won't help you.