Search found 55 matches

by KenLuo
Tue Jan 22, 2013 8:16 am
Forum: Change Management
Topic: Change Management & Security Updates
Replies: 5
Views: 6498

I suppose you're talking about the Microsoft Security Patch. Here is what we're doing: 1) Verify this in a testing environment with proper version installed on servers. 2) If all goes well, then we directly push this to client by using some automated tools. So next time when people's laptops, deskto...
by KenLuo
Tue Jan 22, 2013 1:07 am
Forum: Problem Management
Topic: Example of Problem SLA / Priority
Replies: 3
Views: 6183

Resolving problems is a bit complicated then restoring service, as you might need to work with different support teams or even vendors. So a definitive SLA for problem management is quite difficult. But we do track the problem with an aggressive way if it causes a severity 1 or severity 2 issues, e....
by KenLuo
Sun Jan 20, 2013 12:18 pm
Forum: ITIL Certification
Topic: ITIL instructor certification?
Replies: 4
Views: 6242

Ken, From what I have found - inferred so to speak, is that the instructor has to have high scores to be considered a instructor However, Liz is one - maybe she can shed light on this I think the instructor should be certified in either Expert or Master level, and should have the experience. I'd li...
by KenLuo
Sat Jan 19, 2013 10:17 am
Forum: ITIL Certification
Topic: ITIL instructor certification?
Replies: 4
Views: 6242

ITIL instructor certification?

Hi guys,

Anyone has any idea about if there's any certification required to be an ITIL instructor?

thanks.
by KenLuo
Sat Jan 19, 2013 10:04 am
Forum: ITIL Jobs
Topic: Confused
Replies: 4
Views: 8848

If you want to be a technical guy, learn system admin.

If you want to work on process, transformation and may be act as a team lead, learn ITIL.
by KenLuo
Wed Jan 16, 2013 12:43 pm
Forum: Problem Management
Topic: who should raise a Problem Record?
Replies: 6
Views: 10651

In my organization, the problem ticket should only be raised by incident team or problem team itself, because 1) Users should only raise incident tickets, but never problem. 2) The problem should be recognized by incident support when dealing the issue multiple times. 3) For proactive actions done b...
by KenLuo
Wed Jan 16, 2013 12:35 pm
Forum: ITIL Discussion
Topic: Question of ITIL ?
Replies: 4
Views: 14100

E- Answer your own exam question. This forum is not here as a study buddy. If you are self studying - please self study If you are studying via a course.. contact your training provider If the Training provider does not provide support, then you got what you paid for. Hint on the Answer: Read the s...
by KenLuo
Wed Jan 16, 2013 12:25 pm
Forum: The ITIL Service Desk
Topic: Writing SOPs for ITIL
Replies: 5
Views: 15261

I do see a lot of diagrams on internet which is free of charge, so you may need to start from there.

Also when you went through the ITIL foundation, you did not see that part?
by KenLuo
Wed Jan 16, 2013 12:22 pm
Forum: The ITIL Service Desk
Topic: Common Service Desk metrics values
Replies: 2
Views: 5500

No such data could be found on Internet, I tried before. In general, i believe you need these data, because someone now asked you to tell whether we were doing good or not, right? Or to evaluate how many people we still need to hire to fix the gaps. I think you need to review your history data and g...
by KenLuo
Tue Jan 15, 2013 4:42 am
Forum: ITIL Discussion
Topic: Can a repeat Problem reoccur?
Replies: 4
Views: 16517

I have to say, why not?

Problem can be reopened if the issue is not resolved.

But my practice is to create another problem and link them together.
by KenLuo
Wed Jan 09, 2013 8:53 am
Forum: ITIL Discussion
Topic: What Q/A can help for GAP Analysis in different processes
Replies: 3
Views: 14090

Several sources: 1. From the measurements you or team produced. 2. # of escalations and what they are and what the root cause is. 3. Your clients. 4. Your 1st line employee, just talk with them and hear from them about their feeling. 5. Your manager. Anyway, I think CSI is not something you need to ...
by KenLuo
Mon Nov 26, 2012 4:33 am
Forum: Change Management
Topic: CAB Role question
Replies: 4
Views: 5896

I'm not sure if my understanding is correct. But CAB is where you present your change to production and then gets the approval or rejection. Based on the theory, you should have your management level and also technical SME as the CAB members, so they can evaluate from both business and technical per...
by KenLuo
Sun Nov 18, 2012 10:08 am
Forum: The ITIL Service Desk
Topic: Follow-up with Customers
Replies: 10
Views: 11566

before you define your own policy, you need to know what kind of Service Desk system you're going to use. e.g. some systems support the passive close, means you can close the ticket; while some tickets may or can only be closed by requester. as long as the tickets are closed, they should never get r...
by KenLuo
Sun Nov 18, 2012 10:01 am
Forum: The ITIL Service Desk
Topic: Service Desk Trend Analysis
Replies: 6
Views: 14025

What's the purpose of this trend analysis? It's to understand how many staffs you need to support current business or future business? It's to understand which domains or services you should improve next? It's to understand how much your company has lost based on SLA miss? Well, it all depends on wh...
by KenLuo
Sat Nov 17, 2012 10:24 am
Forum: The ITIL Service Desk
Topic: can I resolve not solved?
Replies: 4
Views: 7324

strange, known issue with no resolution? also no workaround? no automated workaround?

you cannot let team do manual restore each time.