Search found 13 matches

by lcaputo
Thu Oct 03, 2019 11:57 am
Forum: The ITIL Service Desk
Topic: Change password
Replies: 3
Views: 3799

Re: Change password

To me this is a no-brainer-->SR all life long. :D
by lcaputo
Thu Oct 03, 2019 11:56 am
Forum: ITIL Training & ITSM Conferences
Topic: Is ITIL 4 for You?
Replies: 1
Views: 559

Re: Is ITIL 4 for You?

Hi,

when applying for ITIL4 I already had ITIL v3 foundation and I have to say that the new ITIL framework reflects the changing in the IT environment quite well. Less focus on processes, more focus on Services and how a service delivers its value.

In my opinion it's definitively worth the effort.
by lcaputo
Mon Jul 29, 2019 6:45 am
Forum: Problem Management
Topic: Problem Management Implementation
Replies: 3
Views: 4607

Re: Problem Management Implementation

Hello :) From my experience in an Italian public entity, I can tell that Problem Management really is something that needs a certaing grade of maturity from the IT department, and a solid committment from the business. Often problem tickets are forgotten because the Service Desk / Incident teams ten...
by lcaputo
Thu Jul 18, 2019 7:53 am
Forum: Change Management
Topic: Categorise changes raised for testing purpose
Replies: 2
Views: 4002

Re: Categorise changes raised for testing purpose

I agree with tedd on this one, as you should be aware of the success rate of this hotfixes and, if you see that those are failing quite often perhaps you should change the way this works.
by lcaputo
Thu Jul 18, 2019 7:50 am
Forum: ITIL Discussion
Topic: What is the Difference between workaround and temporary fix
Replies: 2
Views: 2614

Re: What is the Difference between workaround and temporary fix

Hello :) I'd say that a temporary fix sounds more like something that needs a definitive solution in a short time frame, while a workaround seems more like something that will keep working even without going back and fixing the issue in the "correct" way so that it does not arise anymore. But that's...
by lcaputo
Mon Jul 01, 2019 11:37 am
Forum: ITIL Discussion
Topic: If i got ITIL cert, what job can i do?
Replies: 2
Views: 2352

Re: If i got ITIL cert, what job can i do?

I can tell for sure that all the big IT consulting companies (KPMG, PwC, etc) here in Italy look forward to people with the ITIL certification, as it's valuable in process assessment activities.

Hope it helps :)
by lcaputo
Wed Jun 19, 2019 9:38 am
Forum: Problem Management
Topic: Should you communicate via a Problem to the customer?
Replies: 2
Views: 2655

Re: Should you communicate via a Problem to the customer?

Hello there, as far as I can remember the Problem mgmt should be manager inside the IT department, as it's not a way to restore a service back to normal operation, but finding, and possibly solving, the cause of one or more incidents. The single point of contact with the users should be the service ...
by lcaputo
Tue Jun 18, 2019 11:18 am
Forum: Miscellaneous
Topic: Does the ITIL require (or address) "soft skills"?
Replies: 3
Views: 4811

Re: Does the ITIL require (or address) "soft skills"?

Is ITIL 4 a guide on specific "soft skills"? No, that is not the intent of ITIL 4. However, the need for and use of soft skills are clearly articulated in ITIL 4 Foundation. That was actually my point of view :) All I wanted to point out is that ITIL 4 does not talk specifically about soft skills, ...
by lcaputo
Mon Jun 17, 2019 6:54 am
Forum: Miscellaneous
Topic: Does the ITIL require (or address) "soft skills"?
Replies: 3
Views: 4811

Re: Does the ITIL require (or address) "soft skills"?

Hi :) as far as my job experience is developing, I can tell for sure that soft skills are required almost in any kind of job (that is, of course, if you want to have success). For the addressing part, all I can say is that it's something that is not part of ITIL4 Foundation, and I think this is beca...
by lcaputo
Mon Jun 10, 2019 9:34 am
Forum: ITIL Discussion
Topic: My question is around Service Desk incident management SLAs and infrastructure incidents
Replies: 2
Views: 2516

Re: My question is around Service Desk incident management SLAs and infrastructure incidents

Hi, what we did in a public organization was to let the Event module populate the Incident it generated with some fields populated with fixed values. For example it could have a True/False field named "Event generated" that is set to true when the incident is generated automatically, otherwise it is...
by lcaputo
Thu May 30, 2019 6:40 am
Forum: ITIL 4 Updates
Topic: MALC???
Replies: 3
Views: 3310

Re: MALC???

I have to agree with tedderpd. I got both ITIL v3 and 4 Foundation certificates and I have to admit that the v3 has been really useful with engaging with customers who are still following a more traditional approach (no agile/devops in sight). Perhaps there is not a correct thing to do as of now :ro...
by lcaputo
Mon May 20, 2019 4:52 am
Forum: ITIL 4 Updates
Topic: ITIL 4 for new persons
Replies: 4
Views: 4029

Re: ITIL 4 for new persons

The online way is by far the easier to obtain and the cheaper to buy.
I've done it a couple of weeks ago, and I'm based in Rome, Italy.
by lcaputo
Mon May 20, 2019 4:51 am
Forum: ITIL 4 Updates
Topic: What's your take-away from the ITIL v4 Foundations Course
Replies: 1
Views: 3347

Re: What's your take-away from the ITIL v4 Foundations Course

Hi,

I only had taken the v3 foundation back in 2014 but I share the same feeling that v4 gives a nice improvement over the whole service value concept.
I feel that the guiding principles are something that can be applied in any project environment, while v3 was more focused on the ITSM.