Search found 105 matches

by rpmason
Tue Oct 27, 2009 10:57 am
Forum: The ITIL Service Desk
Topic: an incident becomes a change...?
Replies: 11
Views: 9981

Nisarg, I'll be more gentle. I think maybe you might be just using some misleading wording... "pre-approved change" = user request (aka Service Request); when actually "pre-approved change" = Standard Change. Homework assignment: Do a little more reading about Service Requests and Standard Changes. ...
by rpmason
Tue Oct 27, 2009 10:19 am
Forum: The ITIL Service Desk
Topic: Incident and support group role
Replies: 4
Views: 5332

Simply put, Guruvn, 2nd-level support personnel wear the Incident Management "hat" while they are working on incidents. They follow the same process as the Service Desk analysts do when the SDAs are working on incidents. It's generally a good practice that the 2nd- or 3rd-level support personnel don...
by rpmason
Tue Oct 27, 2009 10:13 am
Forum: The ITIL Service Desk
Topic: Incident and support group role
Replies: 4
Views: 5332

nisarg wrote:The basic diffrence is Incident Management is a process in itself and 2nd level support is a function.
Not even close. Nisarg, I will strongly reccommend you to go through the ITIL books for a better understanding.
by rpmason
Tue Oct 27, 2009 10:10 am
Forum: The ITIL Service Desk
Topic: an incident becomes a change...?
Replies: 11
Views: 9981

...some preapproved changes can be treated as user requests, example password resets What part of the infrastructure did you change? Do I need to create an RFC when I change my own password? Does the CI need to be updated with my new password? A password reset is a Service Request not a Request for...
by rpmason
Tue Oct 06, 2009 1:51 pm
Forum: ITIL Discussion
Topic: Service request & CMDB update: Same ticket?
Replies: 9
Views: 6174

Wouldn't the installation of the software fall under Change Control since it requires a change to a CI? How about having the IT analyst open an RFC based the Service Request. When the installation is complete, RFC is closed. Based on the closed RFC, the CI owner would change the CI record and the Se...
by rpmason
Fri Oct 02, 2009 4:07 pm
Forum: The ITIL Service Desk
Topic: why should Incident Ownership remains with the Service Desk
Replies: 23
Views: 22678

Json, only if the user agrees. In this case, the workaround is that your user has to work around it. That said, if you choose to close incidents without consent, be sure it's in the SLA. Maybe you say that incidents will be closed after n documented attempts to confirm satisfaction with no responses...
by rpmason
Fri Sep 25, 2009 9:34 am
Forum: Problem Management
Topic: Which problems do not lead to change management process?
Replies: 7
Views: 8905

Any problem that doesn't need a modification to the infrastructure to correct. Simple example: users call the service desk too often (choose your own number) because some reports contain the wrong information. Root cause analysis determines that the users are defining the reports incorrectly. You do...
by rpmason
Mon Sep 21, 2009 4:02 pm
Forum: ITIL Discussion
Topic: OGC's Mandate for Change - ITIL V3 books to be updated
Replies: 14
Views: 8726

OGC's Mandate for Change - ITIL V3 books to be updated

I don't know if anyone wants to discuss it. Readers should be at least aware that OGC has a plan to update the ITIL V3 books. You can find out more at the OGC's Best Management Practices site. (I tried to google it, but couldn't get to the actual doc, so I'll cheat: www (dot) best-management-practic...
by rpmason
Fri Sep 18, 2009 9:35 am
Forum: ITIL Discussion
Topic: Question about SLA & OLA
Replies: 4
Views: 5620

Hi Doober. Long time, no see. Yes, you should have your OLAs and your UCs set before you finalize an SLA. For the newbies: OLA - between IT departments/areas/silos UC - between IT and the vendor/contractor/bloodsucker SLA - between IT and the business/customer/the-reason-you-have-a-job I don't think...
by rpmason
Wed Sep 16, 2009 12:02 pm
Forum: ITIL Discussion
Topic: V2 Managers exam Book
Replies: 5
Views: 4055

It'd just be another tool in your toolbox is all. It's small and portable so you could use it in place of your own handwritten notes when you're mobile. IIRC, the internal case-study questions didn't really apply to the official ones. I'm in the USA, so our case studies were CMJ and ITS. I don't kno...
by rpmason
Wed Sep 16, 2009 11:32 am
Forum: Change Management
Topic: improving the change management process
Replies: 9
Views: 6612

Re: improving the change management process

1. The implementation of changes are dragged too long and often decisions are taken based on bad quality info 2. In projects often people are shifted to other projects and roles are unclear. You need to find out why and fix that. Why are changes dragged on too long? Does the CAB meet only weekly? D...
by rpmason
Fri Sep 11, 2009 1:09 pm
Forum: ITIL Discussion
Topic: Question about SLA & OLA
Replies: 4
Views: 5620

By definition, an SLA is not a contract. It is an agreement between IT and the business. Contract or not, if IT doesn't live up to the SLA, there can be repercussions, financial and otherwise. Whether your SLAs and OLAs are "legally binding" or "best effort" or "impossible to support" depends on wha...
by rpmason
Fri Sep 11, 2009 10:48 am
Forum: ITIL Discussion
Topic: V2 Managers exam Book
Replies: 5
Views: 4055

Chosen, I'm sorry to say that I did. The book is simply a series of notes that you should take yourself during the classroom discussions anway. There is a self-made case study with its own questions for practice. I decided to forgo that and concentrate on the two case studies that might be in the ex...
by rpmason
Thu Sep 10, 2009 11:43 am
Forum: Miscellaneous
Topic: Release Policy
Replies: 24
Views: 18822

Unfortunately, i dont have access to those. Only v3. How can I look at those, I just need a very high level view. Sorry, Tomkin. We could provide you with 2 or 6 or 10 Release Management policies but they wouldn't apply to your business or fit your ITSM processes. Here's my advice: 1. Scan (at leas...
by rpmason
Tue Sep 08, 2009 4:58 pm
Forum: The ITIL Service Desk
Topic: Do you lower severity after business hours, and raise again
Replies: 3
Views: 4883

Hi Chaz, If no one will be using the impaired service for 10 hours, your impact and urgency (and therefore priority) should reflect this. However, if the incident it isn't resolved within that 10-hour window, be prepared to explain the need for escalation. When I retire, I'll get a split-shift contr...