Search found 29 matches

by Bluesman
Tue Oct 25, 2011 5:01 am
Forum: Change Management
Topic: Port activations, server start ups, employee movement
Replies: 6
Views: 7182

In my book, yes - most certainly! It´s a permanent change, there are risks and it needs to be documented for the present and the future. Next time you swap infrastructure bits (or network guys), no one will know that (or WHY) this port has been opened for some application to work properly, and on wh...
by Bluesman
Wed Sep 21, 2011 6:20 am
Forum: Problem Management
Topic: what's ITIL Roles?
Replies: 1
Views: 3397

Well...it´s not "Problem management" to begin with (see forum header) 8) If I understand you correctly, you are about to start a project that will implement this or that service in the end. For some reason unknown to me, you need to "map" this project against ITIL roles. (I don´t think that can be d...
by Bluesman
Mon Mar 14, 2011 7:41 am
Forum: Problem Management
Topic: Trend Analysis Tools?
Replies: 7
Views: 6719

Hmm. Frontrange runs a database (SQL server is one option, IIRC). That data can be queried by a few SQL Server tools, if the Heat tool doesn´t contain those possibilities. Check the help for Heat first ( on writing SQL queries directly from Heat). Then start looking at SQL server Analysis Services. ...
by Bluesman
Tue Mar 08, 2011 4:53 am
Forum: Change Management
Topic: Bundling change requests
Replies: 9
Views: 8299

True. Of course, the project should deliver a complete result/product and submit it as an RFC.

Good thinking, Mr Viking. Good to know that there are heads with a clear view here. Unlike mine :-)

/R
by Bluesman
Tue Mar 08, 2011 3:05 am
Forum: Change Management
Topic: Bundling change requests
Replies: 9
Views: 8299

Boris -

what makes you think it´s a release, or even worse - a release mgmt bypass?

And in which post, the OP:s or mine?

(s far as I can see, this is just rationalizing and reducing the tsunami of RFCs a bit, in order to get them through the CM door to begin with, making the flow manageable.)

/R
by Bluesman
Mon Mar 07, 2011 7:31 am
Forum: Change Management
Topic: Bundling change requests
Replies: 9
Views: 8299

Dunno if you had any input on this one from elsewhere? Let me guess that this is some kind of software development project you are in. I can easily appreciate 100 changes from here and there being necessary. It would be extremely easy to bundle them, just for the sake of less paperwork. But: differe...
by Bluesman
Mon Mar 07, 2011 6:56 am
Forum: ITIL Service Delivery
Topic: How many people?
Replies: 5
Views: 7083

Other dependencies: 3. how many "lost" calls can your company accept during normal services 4. how many lost calls during major incidents 5. the IT skills in general in the business - are there "superusers" in the various departmenst that take some of the calls? 6. the IT skills (and resoving and es...
by Bluesman
Tue Feb 15, 2011 4:21 am
Forum: Problem Management
Topic: landing a new job as problem manager
Replies: 2
Views: 4130

Get an overview. See what´s already in place - policies, workflows, procedures. Who are your SME resources? Who are the bosses, how do they support ITIL? Staff..any ITIL experience, at least V2 foundation? Other processes in place? Maturity level? Interview Incident and Change mgrs ASAP...you will n...
by Bluesman
Thu Nov 04, 2010 4:41 am
Forum: Problem Management
Topic: Problem vs known error record in small organizations
Replies: 3
Views: 5021

I understand you want to eliminate to duplicate lots of information, which is a good thing. And yes, it´s mostly a design question. If it works for you, then it´s OK. There is no such thing as "bending the rules" in ITIL - it´s just a recommendation. So...I´d say GO for it. You need a few cross refs...
by Bluesman
Thu Sep 23, 2010 3:50 am
Forum: Change Management
Topic: What constitutes a "change" vs. a sys admin task?
Replies: 4
Views: 6165

Sysadmins *generally* know their stuff. So..in order not to complicate/delay things and drive them (and the CM process) crazy, put server patches and other well defined & justified smaller changes into a "pre-approved change" category. Ask for written procedure on each PAC, and demand post-implement...
by Bluesman
Thu Sep 23, 2010 3:30 am
Forum: Change Management
Topic: Is this considered Change Management, or ... ?
Replies: 4
Views: 4538

Just a quick tip:

"basic RFC-type form (Word 2007) ":

Consider taking up a few more lines (for the requester) to fill in:

a) what are the consequences (and/or benefits) for the business if this change is implemented?

b) ...and likewise...what if NOT implemented?

Just my 0,02
by Bluesman
Tue Sep 21, 2010 3:08 am
Forum: Problem Management
Topic: KPI confusion
Replies: 6
Views: 6824

iradek..you are missing the target mostly, those are mostly IM. And you forget "User" in your category list.. :lol: Problem management needs metrics on input and output, as well as internal. KPIs are those metrics that help you judge the effectiveness and health/maturity of the process. Not all metr...
by Bluesman
Mon Aug 30, 2010 4:51 am
Forum: Problem Management
Topic: Checklist for incident record
Replies: 7
Views: 7485

Start thinking - you will need lots more if you want to collect really useful data. Example: Incidents should always go thru a matching routine against similar incidents, known errors, problem tickets already active and service requests. So you need an indicator for a match against any of these, and...
by Bluesman
Wed Aug 25, 2010 7:21 am
Forum: Change Management
Topic: Can Change manager take care the role of release manager?
Replies: 15
Views: 12533

Some thoughts: CM can very well be RM. After all, the Release function (viewed from outside) is a lot about visibility to users and other processes. In its crudest, most rudimentary form...it could just be enough to show a published and accurate FSC to the business. Internally - it´s a bit more comp...
by Bluesman
Wed Aug 25, 2010 5:16 am
Forum: Problem Management
Topic: Demonstrating the ROI to a customer
Replies: 5
Views: 6577

Proactive arguments: Try to establish a very conservative "cost model" - staff wages, lost manhours, cost of office space, lost goodwill, lost X, Y and Z - and then assume this or that IT service breaks. You will find that the total cost - even where figures are VERY modest - will be surprisingly hi...