Search found 17 matches

by vampirephenom
Sun Mar 25, 2018 10:07 pm
Forum: ITIL Discussion
Topic: CMDB - CI Data
Replies: 1
Views: 2650

CMDB - CI Data

Hello, I am looking for some guidance. Has anyone captured CI information against say, if it's an issue with SharePoint or intranet or Skype for Business or any other, how can the same be captured in the CMDB? Let's say for SharePoint / Intranet, what attributes could be captured in the CMDB? Please...
by vampirephenom
Sun Mar 25, 2018 10:05 pm
Forum: ITIL Discussion
Topic: 3 strike rule in incident management
Replies: 4
Views: 5118

There is no rule against it. It depends on what has been agreed when drafting the Incident Management process
by vampirephenom
Tue May 27, 2014 3:33 am
Forum: The ITIL Service Desk
Topic: Key challenges of Major Incident Handling process
Replies: 5
Views: 7344

Key challenges of Major Incident Handling process

Hi,

Can anyone help me with the key challenges that could be faced during major incident handling?

Thank you
by vampirephenom
Fri Sep 13, 2013 3:52 am
Forum: Configuration Management
Topic: Discrepancy in CMDB data
Replies: 3
Views: 9244

Discrepancy in CMDB data

Hi,

Can someone help me / suggest how can discrepancy in CMDB data be identified and if identified, what measures can be taken to improve and have it up to date?

Thanks and regards,
G
by vampirephenom
Wed Mar 30, 2011 3:22 am
Forum: ITIL Certification
Topic: ITIL V3 Foundation Certified. What next?
Replies: 7
Views: 8529

Thank you. How should I proceed with ITIL Intermediate Certification which is the next step.
by vampirephenom
Wed Mar 30, 2011 12:59 am
Forum: ITIL Certification
Topic: ITIL V3 Foundation Certified. What next?
Replies: 7
Views: 8529

ITIL V3 Foundation Certified. What next?

Hi,

I am V3 Foundation Certified and would want to go for the next level. Please guide me as what the next level should be and how should I go about it. I work on Incident Management.
by vampirephenom
Mon Mar 28, 2011 11:12 pm
Forum: The ITIL Service Desk
Topic: Setting up a Service Desk
Replies: 6
Views: 8621

Hi,

Or, what aspects are to be taken into consideration when setting up a Service Desk?
by vampirephenom
Mon Mar 28, 2011 1:35 pm
Forum: The ITIL Service Desk
Topic: Setting up a Service Desk
Replies: 6
Views: 8621

Setting up a Service Desk

From the Transition point of view what is to be looked into or what aspects are to be looked at in having a Service Desk setup?
by vampirephenom
Mon Mar 28, 2011 4:38 am
Forum: The ITIL Service Desk
Topic: Priority / Severity 1 Incident
Replies: 5
Views: 9129

Priority / Severity 1 Incident

Hi, I had a quick query. Say there is a P1 or Sev 1 Incident reported and the resolution teams responsible to resolve the Incident within the stipulated time of 4 hours as agreed has not happened or rather the SLA has been breached and the resolution teams are still not in a situation to understand ...
by vampirephenom
Fri Nov 12, 2010 7:48 pm
Forum: The ITIL Service Desk
Topic: Incident Manager's responsibility when server reboots
Replies: 3
Views: 5267

Hi,

Agreed that an RFC needs to be submitted based on what has been agreed. However, what would be the Incident Manager's responsibility when the applications as well restart with the server impacting the users.

Thanks and regards,

GB
by vampirephenom
Fri Nov 12, 2010 6:48 am
Forum: The ITIL Service Desk
Topic: Incident Manager's responsibility when server reboots
Replies: 3
Views: 5267

Incident Manager's responsibility when server reboots

Hi, Would an RFC be required when a server is to be rebooted? Also, once the server has to be rebooted, how or what is the responsibility of Incident Manager or as Incident Manager how would one handle this scenario as the applications relating to the server would also be restarted affecting multipl...
by vampirephenom
Thu Sep 16, 2010 12:30 am
Forum: The ITIL Service Desk
Topic: Service Delivery Meeting for a Service Desk
Replies: 4
Views: 5957

A review with the customer and the IT Service Management, which is a monthly one. I have a vague idea of the agenda. Is the number of incidents resolved (P1 and P2), incidents that missed SLAs and those got resolved within SLA, further plan of action or improvement plans if any. Would these the one ...
by vampirephenom
Wed Sep 15, 2010 1:21 pm
Forum: The ITIL Service Desk
Topic: Service Delivery Meeting for a Service Desk
Replies: 4
Views: 5957

Service Delivery Meeting for a Service Desk

Hi,

Can anyone tell me what could be discussed or rather the agenda be for a SD's Service Delivery review Meeting?

Thanks and regards,

GB
by vampirephenom
Thu Feb 26, 2009 5:24 am
Forum: ITIL Discussion
Topic: ITIL practitioner
Replies: 4
Views: 3518

ITIL practitioner

by vampirephenom
Wed Aug 20, 2008 10:37 am
Forum: The ITIL Service Desk
Topic: Questions asked in ITSM Service Co-ordinator Interview
Replies: 9
Views: 7252