UKVIKING wrote:Blackberry JAM instead of SPAM

You're abosutely right. For every Emergency or Expedited change, I get probably 7 reply emails. Gah!

For "lack of planning on somone's part"--sometimes the customer, sometimes us--we have Expedited changes.

Our Emergency change process and requirements are similar to John's. In this world where every manager has a blackberry, verbal approvals are followed up by an email blast.

thechosenone69 wrote:Why dont they search for their question from the begining? if they were smart enough to get to this point.

What's funny is the ITIL Certification forum's very top (sticky) post is "Self Study for Foundation V3".

Thanks DY. But... I don't think I've been called a MORON since Jr. High (for non-USers--age 13). It was quite nostalgic.

USD, Since you couldn't hit the url, here they are: 1. It's not my fault, it's the user's fault 1.1 It's not my fault, it's Security guy's fault 1.2 It's not my fault, it's the Network guy's fault 1.3 It's not my fault, it's the DBA guy's fault ... 1.99999 I swear it wasn't my fault, your Honor. ......

Done. I uploaded it to www (dot) ItWouldntWorkInYourSituationAnyway (dot) biz. Good luck.

Incident resolution has to be managed on the basis of getting services restored as quickly as possible for the customer, entirely irrespective of any SLA. Priority is entirely about using limited resources in the most effective way for the business. If you have the resources available when an incid...

I'm in the US. I received the SS, SD, and Security books with my Service Managers' course. I'm sure the fee included the full retail value of the books. Ask your provider. You might try to borrow the SD and SS during the course. Our instructor gave us reading assignments, such as read sections 7.1 t...

Guidelines? Guidelines? We don't need no steenkeen...

Google "Presentation Zen" or
"Garr Reynolds" "Organization & Preparation Tips"

He's a bit over the top (IMHO) but his principles are solid.

If I worked in John's company, I don't think I'd deviate from the Change process more than once!

tomkin wrote:You spend time thinking and then typing your response and the OP disappears.

Another newbie might find all this good stuff--but they'll have to get all the way to the second page to get to it. In any case, I enjoyed the good counselling.

Try searching for ILXgroup. Click on their Downloads tab and choose "ITIL V2 Process Model". I think that's the process map that is hung on my cube wall. You have to register and uncheck the "send me" boxes.

I looked at Josh's post and he didn't say anything about it being about software development. Even so, he very well might be describing SW dev. Our data center has hundreds of pre-production environments on several platforms (mainframe, open systems, windows). We provide the infrastructure and (most...

From another topic What we call as incidents are also service requests in more ways than one. Interesting. When I was taking my IPSR and again when taking my Service Managers courses, I talked to the instructors about how it was easier for me to think of an Incident as another type of Service Reques...

Hi Viv. I wasn't clear. This was my point: ...when actually "pre-approved change" = Standard Change. I was responding to Nisarg, not Informize--and only about Nisarg's last sentence. It might have just been loose wording. But I'm seeing more and more confusion between Service Requests and Standard C...