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ITIL :: View topic - Calling on the community!
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Calling on the community!
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Will you help revise the FAQ and New User Guide?
Yes - count me in!
100%
 100%  [ 11 ]
Like the idea but I don't have time
0%
 0%  [ 0 ]
No, they can just search the forum
0%
 0%  [ 0 ]
Total Votes : 11

Author Message
itilimp
Senior Itiler


Joined: Jan 20, 2006
Posts: 172
Location: England

PostPosted: Wed Jul 26, 2006 5:25 am    Post subject: Calling on the community! Reply with quote

Hi everyone,

I've not been here as long as some of you but in this time, I've seen the same questions come up time and time again. We seem to always be referring to threads that have gone before. As there is no facility to sticky threads on this forum, I'd like to propose that we put together an updated FAQ and New User's Orientation Guide.

If I were to kick things off, who would be willing to help Smile Question
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neopunk
Newbie
Newbie


Joined: Sep 15, 2006
Posts: 9

PostPosted: Fri Sep 22, 2006 6:32 pm    Post subject: Reply with quote

I am with u.
Jus lemme know what kind of help u mite need.
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"The cost of a LOST CUSTOMER is the GREATEST LOSS of ALL..."
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Fri Sep 22, 2006 10:31 pm    Post subject: Reply with quote

Count me in
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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itilimp
Senior Itiler


Joined: Jan 20, 2006
Posts: 172
Location: England

PostPosted: Sat Sep 23, 2006 2:48 am    Post subject: Reply with quote

Okay, for those who have said yes - let's start identifying areas for the faq and then each take ownership of one or a few of the questions and answers, consolidating the knowledge that has already been imparted on the forum. Where there are differing approaches, this should be acknowledged.

A couple of areas to get us started:

- Incident classication (opening and resolution)
- Terminology - incident vs problem vs ticket vs record etc. inc link to the new ITIL v3 glossary
- Types of changes (standard, significant, etc. and how to determine)
- Implementation (management buy-in, continued support, which processes in which order, etc.)

I'm off on holiday for a week but I'll pick up on this when I get back, hopefully there will be quite a list Smile
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ITILadmin
Senior Itiler


Joined: Oct 19, 2004
Posts: 167

PostPosted: Sat Sep 23, 2006 8:14 am    Post subject: Reply with quote

Just a quick note from Admin: whenever anything is ready to be uploaded to the faq or content area, just shout (via the feedback form). If anything fits better in the Open Guide, that's another possibility too.

This looks to be an exciting project!
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neopunk
Newbie
Newbie


Joined: Sep 15, 2006
Posts: 9

PostPosted: Sat Sep 23, 2006 7:03 pm    Post subject: Reply with quote

Hi,

I can work on the Incident Classification (Opening and Resolution). I cannot assure to give the best docs in the market but surely will try to get good stuff.

I can also try to get some information on Types of Changes.

Cheers
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"The cost of a LOST CUSTOMER is the GREATEST LOSS of ALL..."
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neopunk
Newbie
Newbie


Joined: Sep 15, 2006
Posts: 9

PostPosted: Sat Sep 23, 2006 7:05 pm    Post subject: Reply with quote

I believe since John Hardesty is the Change Manager he can give better inputs than me.

@ John - My apologies, I did not notice that earlier.

Cheers
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neopunk
Newbie
Newbie


Joined: Sep 15, 2006
Posts: 9

PostPosted: Sat Sep 23, 2006 7:17 pm    Post subject: Types of Changes... Reply with quote

Hi,

Below are the types of changes from my perspective:

1. Maintenance - Any change that can be planned around our regularly scheduled maintenace window. Could be weekly, monthly as needed by the project.

2. Business as usual - Routine - Around 7 business days

3. High - Very important but not really urgent. Could be done in 8 business hours.

4. Critical - Needs to be performed immediately/critical to the business - 4 Business hours

Please do let me know if I am missing out something or if there are any issues in here.

Cheers
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winz
Itiler


Joined: Sep 27, 2006
Posts: 29

PostPosted: Wed Sep 27, 2006 4:02 pm    Post subject: Reply with quote

Hi Folks,
This is NEOPUNK here ( for some strange reason I am not able to get into the forums, though I am able to logon hence created a new account).

Please see the below call opening procedures which can help the Level 2 team members in troubleshooting an Incident:
1. Can you give me the exact error message that you are facing?
2. Contact details (name, phone number, job function, country)
3. Since when are you facing this issue?
4. Have you faced the same problem before?
5. Are you the only one who is facing this issue or is it happening with your colleagues too.
6. Is this problem affecting one machine or many machines.
7. Can you send me a screenshot of the error message. Can you show me the problem that you are facing - if applicable.
8. How are you trying to access the service? (From Home / Office / Customer location)
9. Can you give me your Username and password, applicable only to certain Incidents.
10. Which Office and Grade of the person Applicable for Incidents related to Internet Connectivity Issues.

Cheers
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winz
Itiler


Joined: Sep 27, 2006
Posts: 29

PostPosted: Wed Sep 27, 2006 4:04 pm    Post subject: Reply with quote

My Apologies, the above information is not for Call Opening Procedures. They are the Incident Probing questions. This is a necessary information that should be done at Level 1, before escalating any incident to Level 2.

Cheers
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m_croon
Senior Itiler


Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Wed Sep 27, 2006 4:15 pm    Post subject: Reply with quote

winz wrote:
Hi Folks,
This is NEOPUNK here ( for some strange reason I am not able to get into the forums, though I am able to logon hence created a new account).

Hi Neo,

I'm pretty sure the moderator has suspended your rights. Probably because you put url's in your posts (happened to me too).

Cheers,

Michiel
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ITILadmin
Senior Itiler


Joined: Oct 19, 2004
Posts: 167

PostPosted: Wed Sep 27, 2006 5:58 pm    Post subject: Reply with quote

m_croon wrote:
I'm pretty sure the moderator has suspended your rights. Probably because you put url's in your posts


Indeed. As you know, we spend hours every day clearing up the mess left by link spammers, and protecting the forum for everyone's use and enjoyment. The last thing we need is encouragement for these people: so we tend to chop all links. We do suspend accounts though if it continues from one source, as we must protect the majority.
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winz
Itiler


Joined: Sep 27, 2006
Posts: 29

PostPosted: Wed Sep 27, 2006 6:35 pm    Post subject: Reply with quote

@ ITILIMP

With respect to "Incident Resolution" what information would you like me to collate ?
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fighter
Senior Itiler


Joined: Mar 15, 2006
Posts: 68
Location: Thailand

PostPosted: Fri Sep 29, 2006 7:45 pm    Post subject: Reply with quote

I'm in.. Let me know how I can contribute

Vimzie!!
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pauljr1121
Newbie
Newbie


Joined: Sep 29, 2006
Posts: 1

PostPosted: Sat Sep 30, 2006 2:56 am    Post subject: Reply with quote

As a new user I would find this information very helpful
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