Search found 55 matches

by KenLuo
Sat Nov 17, 2012 10:17 am
Forum: The ITIL Service Desk
Topic: Building support team
Replies: 7
Views: 9081

Well, if you don't know what you're going to do, then it would be a mess. Below is some initial steps you can follow: 1. Understand the scope, what this team is going to do? 2. Define leadership roles to manage the team based on the scope, and tell who is going to be the owner of each scope. 3. Defi...
by KenLuo
Sat Nov 17, 2012 10:13 am
Forum: The ITIL Service Desk
Topic: Building support team
Replies: 7
Views: 9081

So you have been set up to fail from the start They asked you who knows nothing about setuping a support team to set up a support team in order to support a customre that this company recently acquired My first thought is as follows If I was the customer, I would sue for breach of contract Well, do...
by KenLuo
Sat Nov 17, 2012 10:07 am
Forum: The ITIL Service Desk
Topic: Is Incident Closure always customer decision?
Replies: 12
Views: 15761

my experience, never assume your clients would come to you and close the ticket. actually i never do that. so the best practice is to set the incident resolved, and then tell your client to verify and reply within N days, if no reply is received, you'll consider the tickets can be closed. now client...
by KenLuo
Sat Nov 17, 2012 10:02 am
Forum: The ITIL Service Desk
Topic: P1 incident communication
Replies: 5
Views: 9489

i don't think this is an issue with staffing, instead it's a pure process, procedure or communication issue. in my team, we setup a very strict process for P1, P2 or escalations. 1. in this process, the communication is not only through email. i requested team to use phone call, instance message or ...
by KenLuo
Sat Nov 17, 2012 3:10 am
Forum: ITIL Discussion
Topic: Confusing OLAs with SLAs
Replies: 6
Views: 9434

Agree with above, it's more important to have this in place rather than terminology.

In my organization, the OLA and SLA is exactly the same, as internally we also deliver the services to other partner systems. In order to make it easy, we use a single agreements for all interfaces.
by KenLuo
Fri Nov 09, 2012 12:31 pm
Forum: ITIL Discussion
Topic: Is Change Management related to Release Management?
Replies: 6
Views: 8507

It seems this forum has a lot of entry level questions which can actually be found in books.
by KenLuo
Fri Nov 09, 2012 12:23 pm
Forum: ITIL Discussion
Topic: A password is....
Replies: 8
Views: 10322

Re: Passwords . . .

One could argue that defining the little details like this is the most important part when developing new processes. Then tell him it's incident, if he stick to service request, then let's say it is service request. I do not see any difference, as it won't impact your service delivery after impleme...
by KenLuo
Fri Nov 09, 2012 12:14 pm
Forum: ITIL Discussion
Topic: A password is....
Replies: 8
Views: 10322

Well, personally i think it's an incident, as the service is broken without correct password.

But i never stick to it, if someone wants to make it a service request, i'm fine., as it's not something really important when you setup the proceses.
by KenLuo
Fri Nov 09, 2012 12:10 pm
Forum: ITIL Discussion
Topic: Which is better - class/self study to pass ITIL Foundation?
Replies: 1
Views: 4767

Practice is much more important. You have to join the daily operation, understand the pain point, find clues in ITIL and then use it. Also try to change your role in different processes or functions.

My experience tells me: it's better to do something after getting certified.
by KenLuo
Fri Nov 09, 2012 12:06 pm
Forum: ITIL Discussion
Topic: Configuration Management
Replies: 4
Views: 7919

Well, if you want to implement ITIL, you have to implement some basic functions in Configuration Management to ensure you have data / information to reference when delivering other functions or processes. If I were you, I would first consider Configuration Management as a support process to others, ...