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The Itil Community Forum: Forums

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Search found 3597 matches
ITIL Forum Index
Author Message
  Topic: Major incident ticket - Assignment Group
UKVIKING

Replies: 3
Views: 391

PostForum: ITIL Discussion   Posted: Tue Jun 05, 2018 2:54 pm   Subject: Major incident ticket - Assignment Group
then get one done
  Topic: Major incident ticket - Assignment Group
UKVIKING

Replies: 3
Views: 391

PostForum: ITIL Discussion   Posted: Fri May 25, 2018 10:01 pm   Subject: Major incident ticket - Assignment Group
Well

What does your process documentation state

And

ITIL says the service Desk owns all incidents and is the point of contact for the customers
  Topic: Software product, valid problem closure scenarios
UKVIKING

Replies: 1
Views: 565

PostForum: Problem Management   Posted: Sat May 12, 2018 8:03 pm   Subject: Software product, valid problem closure scenarios
Write your own as there are no real standards for this
  Topic: How to Implement ITIL In Your Organization
UKVIKING

Replies: 2
Views: 650

PostForum: ITIL Training & ITSM Conferences   Posted: Sat May 12, 2018 8:03 pm   Subject: How to Implement ITIL In Your Organization
Error

You cant IMPLEMENT ITIL at all. It is just a set of books with advice on how to do things

What you actually do is Apply ITIL to your IT Service Management processes

Get it right
  Topic: How to Implement ITIL In Your Organization
UKVIKING

Replies: 2
Views: 426

PostForum: ITIL Discussion   Posted: Sat May 12, 2018 8:01 pm   Subject: How to Implement ITIL In Your Organization
Small error
You don't Implement ITIL. IT is a set of advice in books

You apply ITIL to your IT Service Management
  Topic: Change without requestor
UKVIKING

Replies: 1
Views: 551

PostForum: Change Management   Posted: Wed May 09, 2018 9:27 pm   Subject: Change without requestor
so you do have a change requestor - yourself

Seriously

if this is a windows update, then the ultimate requestor is the head of security for ITR or the IT Director; but they would not be raiing i ...
  Topic: Change Approved in CAB, but not Implemented (reschedule)
UKVIKING

Replies: 1
Views: 480

PostForum: Change Management   Posted: Wed Apr 25, 2018 3:00 pm   Subject: Change Approved in CAB, but not Implemented (reschedule)
Do yu hold any ITIL certification - yourself?

Second, ITIL is nothing more than a set of advice.
Therefore, there are no rules or must do in ITIL

Finally, if your Chnage mgmt policy is to do t ...
  Topic: Can we cancel incident ?
UKVIKING

Replies: 3
Views: 672

PostForum: The ITIL Service Desk   Posted: Fri Apr 20, 2018 6:03 pm   Subject: Can we cancel incident ?
Lexlee

First, ITIL is NOT a requirements document. ITIL is just advice.

Second, look at the definition of an Incident.

It is an interruption to the service being delivered - hence an incident ...
  Topic: Need for Incident Coordinators following up for Service Desk
UKVIKING

Replies: 1
Views: 347

PostForum: The ITIL Service Desk   Posted: Thu Apr 19, 2018 8:20 pm   Subject: Need for Incident Coordinators following up for Service Desk
The Service Desk owns and manages the ticket regardless of where it gets assigned to

usually this means ensuring that the ticket is being progressed

In addition, the SD should be the conduit bet ...
  Topic: Can we cancel incident ?
UKVIKING

Replies: 3
Views: 672

PostForum: The ITIL Service Desk   Posted: Thu Apr 19, 2018 8:18 pm   Subject: Can we cancel incident ?
Lexlee

The incident occurred

The investigation found it was in error by the customer.

So the incident is closed - end of incident

the closure code for the reason to close the incident shou ...
  Topic: Application Owner Review Question
UKVIKING

Replies: 1
Views: 463

PostForum: Change Management   Posted: Wed Apr 18, 2018 2:53 pm   Subject: Application Owner Review Question
Is there a Infrastructure CAB ?

We have two - application & infrastructure

we also have a review meeting - weekly - before the two cabs where upcoming infrastructure and application planned ...
  Topic: CI names
UKVIKING

Replies: 2
Views: 2076

PostForum: Configuration Management   Posted: Fri Mar 30, 2018 4:51 pm   Subject: CI names
Moog and Mosaic


not all CIs have serial numbers

the best CI name is the hostname of the device as one - note it - one of the key fields - IP Address is another as is serial number as is manufa ...
  Topic: CMDB - CI Data
UKVIKING

Replies: 1
Views: 950

PostForum: ITIL Discussion   Posted: Thu Mar 29, 2018 8:04 pm   Subject: CMDB - CI Data
VP

it is a bit complicated - depending on what information you capture - but from a purist DB record point of view here goes

Service CI
OS CI -if you track
SharePoint sw CI if you track

the ...
  Topic: error
UKVIKING

Replies: 2
Views: 1329

PostForum: Miscellaneous   Posted: Thu Jan 25, 2018 4:51 pm   Subject: error
infrequently


ITIL ADMIN !!
  Topic: How to handle incidents for user PCs
UKVIKING

Replies: 2
Views: 1516

PostForum: ITIL Discussion   Posted: Thu Jan 25, 2018 4:51 pm   Subject: How to handle incidents for user PCs
Moog

You have clearly identified a flaw in YOUR Change Management process as well as YOUR Configuration Management process.

Your Change & Configuration Management teams need to spolve this f ...
 
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