Search found 105 matches

by rpmason
Mon Mar 22, 2010 9:03 am
Forum: Change Management
Topic: Emergency Change Process Documentation
Replies: 16
Views: 14846

UKVIKING wrote:Blackberry JAM instead of SPAM
You're abosutely right. For every Emergency or Expedited change, I get probably 7 reply emails. Gah!
by rpmason
Fri Mar 19, 2010 9:23 am
Forum: Change Management
Topic: Emergency Change Process Documentation
Replies: 16
Views: 14846

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.
by rpmason
Wed Mar 17, 2010 12:41 pm
Forum: ITIL Discussion
Topic: ITIL Cost Self Study
Replies: 11
Views: 6693

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".
by rpmason
Wed Mar 03, 2010 9:26 am
Forum: ITIL Discussion
Topic: Please upload Root cause\codes from your PROD env.
Replies: 36
Views: 22912

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. :?
by rpmason
Fri Feb 19, 2010 4:06 pm
Forum: ITIL Discussion
Topic: Please upload Root cause\codes from your PROD env.
Replies: 36
Views: 22912

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. ......
by rpmason
Fri Feb 19, 2010 1:54 pm
Forum: ITIL Discussion
Topic: Please upload Root cause\codes from your PROD env.
Replies: 36
Views: 22912

Done. I uploaded it to www (dot) ItWouldntWorkInYourSituationAnyway (dot) biz. Good luck.
by rpmason
Fri Feb 19, 2010 1:50 pm
Forum: ITIL Discussion
Topic: SLA's and Incidents
Replies: 5
Views: 4227

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...
by rpmason
Fri Feb 19, 2010 1:35 pm
Forum: ITIL Certification
Topic: i'm an idiot!
Replies: 16
Views: 14540

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...
by rpmason
Fri Jan 22, 2010 10:29 am
Forum: The ITIL Service Desk
Topic: PPt presenatation
Replies: 12
Views: 11565

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.
by rpmason
Fri Nov 27, 2009 10:18 am
Forum: ITIL Jobs
Topic: i need strong basic information!!
Replies: 47
Views: 34582

If I worked in John's company, I don't think I'd deviate from the Change process more than once!
by rpmason
Fri Nov 27, 2009 9:47 am
Forum: ITIL Jobs
Topic: i need strong basic information!!
Replies: 47
Views: 34582

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.
by rpmason
Mon Nov 16, 2009 9:19 am
Forum: ITIL Service Delivery
Topic: V2 Process Wall Chart Required
Replies: 3
Views: 6905

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.
by rpmason
Thu Nov 05, 2009 9:31 am
Forum: The ITIL Service Desk
Topic: Incident processes in QA/DEV/TEST environments?
Replies: 7
Views: 7666

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...
by rpmason
Thu Oct 29, 2009 10:06 am
Forum: The ITIL Service Desk
Topic: Which comes first? Incident or Service Request
Replies: 13
Views: 13444

Which comes first? Incident or Service Request

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...
by rpmason
Wed Oct 28, 2009 10:00 am
Forum: The ITIL Service Desk
Topic: an incident becomes a change...?
Replies: 11
Views: 9907

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...