Search found 403 matches

by BorisBear
Thu Jun 12, 2014 6:33 am
Forum: ITIL Discussion
Topic: How many change records
Replies: 1
Views: 4756

How many change records

We have a bundled releases impacting three systems and we raise a change record to cover the deployment. Our Central Change are not saying we need to have 2 change records because on system has a longer outage than the other 2 - they claim that ITIL v3 specifies that this must be the case. Can anyon...
by BorisBear
Mon Jun 17, 2013 9:31 am
Forum: ITIL Discussion
Topic: Emergency Release
Replies: 0
Views: 12499

Emergency Release

Has anybody got a good example of scenario(s) where an emergency release applied?

To me release management indicates control and planning so it's counter intuitive to have an emergency deployment outside of maybe an emergency change.
by BorisBear
Mon Sep 17, 2012 8:04 am
Forum: ITIL Discussion
Topic: Will it go through Change Management?
Replies: 8
Views: 18105

To the OP........I would raise a change.

Everyone knows that the following statement is true in ITIL

"An incident ay result in a change"


Just sounds like it needs expedited management
by BorisBear
Fri Jun 01, 2012 3:54 am
Forum: ITIL Certification
Topic: A couple of ITIL Service Operation (Intermediate) questions
Replies: 4
Views: 7721

1. Possibly, but it sounds like you are going down the route that unresolved incidents are escalated to problem management which is not the case. 2. It depends - I don't think there is a definitive answer (could be wrong) - it could be service desk, it could be access management but always with conf...
by BorisBear
Thu May 31, 2012 8:45 am
Forum: The ITIL Service Desk
Topic: IT-ServiceDesk-Manager
Replies: 10
Views: 10932

hi yes i am applying in my own organization the reason why i am asking this is because now it is not centralize, it is a service desk that is spread within the state/province.. but now it will be centralize in one location for all the facilities that we have. Here's the actaul scenario.. Recent 1. ...
by BorisBear
Wed May 30, 2012 8:03 am
Forum: The ITIL Service Desk
Topic: IT-ServiceDesk-Manager
Replies: 10
Views: 10932

Re: IT-ServiceDesk-Manager

Just applied for a service desk manager for our IT department and will be going to an interview within the next few weeks or so . We already have our software following the ITIL pratice, and i am right now doing my ITIL foundation certificate. I would like to know what are the step to implement the...
by BorisBear
Mon May 28, 2012 5:07 am
Forum: The ITIL Service Desk
Topic: Service Operation Metrics, KPI and Reporting
Replies: 10
Views: 10391

Re: Guidance

Thank you Diarmid I am kind of new to this process...It would be great if you could explain in more detailed.. yes our OLA & SLAs are in place. Can you suggest some question, which I could ask when interviewing SLMs from guidance perspective?? I am not sure if this question makes any sense :( You s...
by BorisBear
Wed May 23, 2012 7:08 am
Forum: The ITIL Service Desk
Topic: Service Operation Metrics, KPI and Reporting
Replies: 10
Views: 10391

Re: Service Operation Metrics, KPI and Reporting

We are using ITIL approach & I have been asked by my company to develop Service Operation KPI's/metrics end user guidance so that users follow what we have for them. I am interested if anyone out there who have already developed this. Would appreciate any inputs !!! [/quote] Base your metrics on yo...
by BorisBear
Wed May 23, 2012 6:47 am
Forum: ITIL Discussion
Topic: Problem or Incident
Replies: 5
Views: 8234

Hi Rut

Unbelievable........almost your entire post is wrong.

This is a new low for this forum - well done :lol:
by BorisBear
Thu May 03, 2012 4:40 am
Forum: Change Management
Topic: Service Acceptance Criteria
Replies: 0
Views: 4725

Service Acceptance Criteria

I work for one of the world largest vendors and amazingly they size development effort by 'the finger in the air' method.............bear with me, this is relevant. So I'm wanting to put some service acceptance criteria in place for the warranty/post go live support period for project changes and th...
by BorisBear
Fri Apr 27, 2012 7:02 am
Forum: Miscellaneous
Topic: Service Transition in an Agile Environment
Replies: 4
Views: 9525

For me this is really quite simple......there is a level of service that is required by the customer and you take an agile approach to achieving that level with a flightpath starting at what the customer can live with progressing to the level of service they ultimately need. Define these start and e...
by BorisBear
Fri Apr 27, 2012 6:48 am
Forum: ITIL Discussion
Topic: Initiate Service Catalog Management
Replies: 1
Views: 3950

Make a list of all services you deliver, who to and to what standard/targets.....then take it from there.

Loads of templates out there in googleland
by BorisBear
Fri Apr 27, 2012 6:46 am
Forum: ITIL Discussion
Topic: Different between change management and process management
Replies: 2
Views: 4602

Change Management is very much like making love to a beautiful woman.....
First you raise the request, then she assesses the impact, tests whether your intentions are honorouble, gives her agreement, your package is deployed and a post coital review of the delivery is performed.
by BorisBear
Tue Mar 27, 2012 7:18 am
Forum: ITIL Discussion
Topic: Next In ITIL
Replies: 4
Views: 4774

Next should be your cycling proficiency test followed by your Duke Of Edinburgh awards
by BorisBear
Tue Mar 27, 2012 7:17 am
Forum: ITIL Discussion
Topic: Mission Statement - for Service Deliverry Management Team
Replies: 6
Views: 8064

Don't listen to Diarmid.

I can do something in Latin for a few quid extra