Search found 109 matches

by mnsmith
Mon Mar 14, 2011 8:16 am
Forum: ITIL Discussion
Topic: %SLA violations
Replies: 5
Views: 4059

There isn't an industry standard for this but I can't see why anyone would accept anything less thatn 0% violations.
by mnsmith
Fri Oct 22, 2010 8:23 am
Forum: ITIL Certification
Topic: ITIL Service manager exam
Replies: 3
Views: 5744

Karthi Do you require the help within two hours so that you can finish your exam? I hope not because that's called cheating. If you are just reading through a practice paper, then even if I did give you the answers, you won't understand why they are the answers, making the real exam, with it's diffe...
by mnsmith
Tue Sep 07, 2010 10:45 am
Forum: The ITIL Service Desk
Topic: Incident Management - define a 'sleeping ticket'
Replies: 7
Views: 7513

Hi Steven - welcome to the forum Can you define what you mean by a 'sleeping incident'? I've never come across the term before and I'm very sure it's not a standard ITIL term. If my suspicions are correct and you mean an open incicdent that hasn't been update in a while, then I would really worry th...
by mnsmith
Wed Sep 01, 2010 5:59 am
Forum: Miscellaneous
Topic: Service Transition in an Agile Environment
Replies: 4
Views: 9645

Service Transition in an Agile Environment

Hello The application development team in our organsition has started to move towards using an agile approach. The first few versions of new applications have now been delivered and have been subjected to our Service Transition process to get them into live. It's now clear to see that the Service Tr...
by mnsmith
Wed Jul 28, 2010 5:59 am
Forum: Miscellaneous
Topic: Types and definitions of Break/Fix
Replies: 1
Views: 6381

NightOwl The standard ITIL terms are: Incident - an event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in the quality of service - which is similar to your Break/Fix Major Incident - an incident with an extreme impact on ...
by mnsmith
Thu Jul 22, 2010 10:15 am
Forum: Change Management
Topic: Continuous Service Improvement
Replies: 5
Views: 5851

Continuous Service Improvement

I've got a discussion topic for the ITIL experts out there... It's quite clear that ideas from Continuous Service Improvement (CSI) activities will end up as Request for Change at some point. In fact the v3 CSI manual states: Once CSI has come up with a recommendation for improvement, a change reque...
by mnsmith
Mon May 17, 2010 4:45 am
Forum: Miscellaneous
Topic: Job interviews
Replies: 8
Views: 9226

Hi I like the idea of giving a presentation as part of an interview because it gives the candidate a chance to show they understand the subject and role more than simply answering questions. This is especially the case if you use a real life scenario, either from the employee or employers background...
by mnsmith
Fri May 07, 2010 6:58 am
Forum: The ITIL Service Desk
Topic: A non-telephony Service Desk
Replies: 10
Views: 9123

Paul Another thing you have to be careful with is the amount of information collected via the web form. It would be a complete waste of time logging incidents via a web form if all they say is "the system is giving me an error" because you'll have to phone the user back - they may as well have calle...
by mnsmith
Fri Mar 05, 2010 5:17 am
Forum: ITIL Jobs
Topic: Salary Research
Replies: 5
Views: 6273

Diarmid wrote:[
Do you mean a US football player or a real football player?
Exactly my point - same name but different leagues!

And for the record, the average salary my (English) football team is probably less than that of a change co-ordinator...
by mnsmith
Fri Mar 05, 2010 4:54 am
Forum: The ITIL Service Desk
Topic: Terminology - common expression
Replies: 19
Views: 13222

Re: Terminology - common expression

I always find that the most common terminology for each of these word is the word itself, since it's both defined as such in a best practice methodology (ITIL) and an international standard (ISO 20k). However, the best (not common) expression is: Incident - "oops I've broken it" Service Request - "g...
by mnsmith
Fri Mar 05, 2010 4:47 am
Forum: ITIL Jobs
Topic: Salary Research
Replies: 5
Views: 6273

This question has come up before on this forum but even though average salaries have changes over the last year, I'll still give you the same answer - it depends. A change co-ordinator for a small business will have a different role profile to a change co-ordinator for a large multi-national so it b...
by mnsmith
Tue Feb 23, 2010 8:07 am
Forum: Change Management
Topic: Change Handbook
Replies: 14
Views: 10500

Neil First of all welcome to the forum. One of the main factors in ensuring you ITIL "implementation" is a success is training. However, I suspect that you have so far received very little training as you are looking for some basic guidance. This is very worrying considering you are attempting to de...
by mnsmith
Mon Feb 22, 2010 11:59 am
Forum: ITIL Certification
Topic: Help Needed: Guide me on ITIL Masters Certification
Replies: 4
Views: 4304

Subbua Considering you've taken the v3 foundation exam, taking the v2 managers exam is not possible, unless you undertake the v2 foundation exam first. Could I suggest looking at the official ITIL website which contains a lot of answers to your questions, such as the amount of time left to take the ...
by mnsmith
Fri Feb 19, 2010 9:41 am
Forum: ITIL Certification
Topic: i'm an idiot!
Replies: 16
Views: 12899

My advice is to put the v3 books to one side and forget about them.

The V2 managers course, is designed to prepare you for the exam by teaching you what you need to know to pass the exam, without forcing you to learn the entire of both books, which would be impossible.

Mick
by mnsmith
Mon Feb 01, 2010 12:04 pm
Forum: ITIL Discussion
Topic: ITIL Compliance
Replies: 8
Views: 5033

ITIL Compliance

I've just found the following statement in an Service Management tool requirements document, I've been asked to review: "the product must be compliant with ITIL v2 and v3" What make this statment worse is that it's the number 1 requirement, meaning that any product which isn't ITIL compliant has to ...