Calling on the community!

itilimp · Posted: Wed Jul 26, 2006 5:25 am Post subject: Calling on the community!

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

neopunk · Newbie Joined: Sep 15, 2006 Posts: 9

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

UKVIKING · Posted: Fri Sep 22, 2006 10:31 pm Post subject:

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

Change Management is POWER & CONTROL. /....evil laughter

itilimp · Posted: Sat Sep 23, 2006 2:48 am Post subject:

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

ITILadmin · Senior Itiler Joined: Oct 19, 2004 Posts: 173

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!

neopunk · Newbie Joined: Sep 15, 2006 Posts: 9

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
_________________
"The cost of a LOST CUSTOMER is the GREATEST LOSS of ALL..."

neopunk · Newbie Joined: Sep 15, 2006 Posts: 9

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
_________________
"The cost of a LOST CUSTOMER is the GREATEST LOSS of ALL..."

neopunk · Newbie Joined: Sep 15, 2006 Posts: 9

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
_________________
"The cost of a LOST CUSTOMER is the GREATEST LOSS of ALL..."

winz · Itiler Joined: Sep 27, 2006 Posts: 29

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
_________________
"Look at Frustration as a positive thing. It is the frustration that drives you to improve"

winz · Itiler Joined: Sep 27, 2006 Posts: 29

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
_________________
"Look at Frustration as a positive thing. It is the frustration that drives you to improve"

m_croon · Posted: Wed Sep 27, 2006 4:15 pm Post subject:

ITILadmin · Senior Itiler Joined: Oct 19, 2004 Posts: 173

winz · Itiler Joined: Sep 27, 2006 Posts: 29

@ ITILIMP

With respect to "Incident Resolution" what information would you like me to collate ?
_________________
"Look at Frustration as a positive thing. It is the frustration that drives you to improve"

fighter · Posted: Fri Sep 29, 2006 7:45 pm Post subject:

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

Vimzie!!

pauljr1121 · Newbie Joined: Sep 29, 2006 Posts: 1

As a new user I would find this information very helpful


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