Why are you re-opening incident tickets? Very dangerous except where closure was some kind of "clerical" error, and in those cases the A to D is correct.

If you are including multiple incidents in one "Incident" then your figures are going to be wrong anyway.

An RFC is not the same as a "change record CR" or a "Change Ticket".
An RFC can lead to these and certainly a change ticket would probably be generated as a result of an RFC.

See my previous post!

What is the point in changing the priority after resolution? The priority is what guides your decisions about when and how much resource to spend resolving an incident. If you lower the priority afterwards you are in effect saying that you should have tackled other incidents first but you let this o...

You can easily get in an awful state when you start trying to analyse services to services rather than services to customers. ITIL is essentially about services to customers and the people providing the services are more commonly referred to as operational staff than applications staff. Monitoring o...

I don't believe percentages of such things should be used as overall targets (except perhaps 0% - which is the ideal). And certainly it is meaningless to use other organization's levels and especially "industry levels" or "norms". Given that you cannot actually eliminate emergencies, their frequency...

Feel free to correct me if I have any misunderstandings above There is no such thing as business certification of ITIL because ITIL is a body of good practice guidance and not a standard or a formal method. Knowledge of ITIL helps you to make intelligent decisions about your IT infrastructure manag...

Not sure about this. Maybe because I'm rusty. Are you talking about outputs? Your context isn't clear to me. In most cases Service Management would only be interested in components of service provision. Things inside an application don't generally constitute elements of service provision and even wh...

Elvind, So my idea is to simplify Incident and Problem Management by only having one Incident template in the Service Desk system, but make it possible to escalate the Incident status from let`s say "Major" to "Problem" via a drop down menu if the need arises Since there is not a 1to1 relationship b...

It may be possible to offer a service level package and have it accepted. The record of the acceptance of this package will constitute a service level agreement.

Itil admin,
SPAM and URL.
Got through the net?

As Ken said availability has got little relationship to incidents and nothing to do with their priority.

The process of replacing your help desk software is not an ITIL process. The books might help you in a general way. The key is to define your requirements and evaluate software packages against those. It will be easier to define your requirements if you have started to define your procedures especia...

Do you mean how to improve your change management or has your organization really never managed a change?

Your title and Question are not the same. Which are you interested in at the moment?

Step 1: Stop talking about implementing ITIL. ITIL is not implementable because it is guidance. Step 2: Think like Ken and John say. Improve the parts of your service management system that most need improving. Probably the first improvements will have to be in data collection and measurement so tha...