Search found 20 matches

by MikkoH
Wed Dec 12, 2012 1:36 am
Forum: ITIL Discussion
Topic: Capturing "Knowledge"
Replies: 4
Views: 7765

Hmm, so basically you are creating a knowledge base the enduser/service desk can refer to when they encounter an issue, to have self-help or further guidance to the known issue, if so, then you are indeed having a KEDB, and how that is set, is up to the software available. In essence, the KEDB could...
by MikkoH
Tue Dec 11, 2012 3:34 am
Forum: ITIL Discussion
Topic: Capturing "Knowledge"
Replies: 4
Views: 7765

Hi, I think there is nothing wrong with Knowledge Article as it quite well defines the article, don't you think? Remember that ITIL is about adapting the best practices for YOUR company, it is not a set of rules to restrict you. Business requirements come first and document is document, however, the...
by MikkoH
Tue Dec 11, 2012 3:25 am
Forum: Problem Management
Topic: Unable to identify root cause for a problem........
Replies: 3
Views: 6093

Problem Logging, Categorizasion, Prioritizasion Investigation and Diagnosis?

The Problem's findings to the CSM and create workaround if possible, create Known Error Report and see if Change is needed.
by MikkoH
Tue Dec 11, 2012 3:00 am
Forum: ITIL Discussion
Topic: Difference between customer preferences and perceptions?
Replies: 5
Views: 8629

Umm..say we are talking about an e-commerce website. What will be examples of customer preference and customer perception? For e.g., I prefer free shipping and if the site delivers that, my perception is that the site has free shipping? How are the 2 different, in terms of value? Well, I'll try to ...
by MikkoH
Tue Dec 11, 2012 2:33 am
Forum: ITIL Certification
Topic: A couple of ITIL Service Operation (Intermediate) questions
Replies: 4
Views: 8200

Re: A couple of ITIL Service Operation (Intermediate) questi

Hi, 1. I'm getting a little confused with Incident/Problem Management. Am I right in saying that when even the 2nd line Incident Management guys can't fix an incident and there is no fix in the KEDB, it is escalated to Problem Management who create a problem record. When a workaround/root cause has...