Search found 14 matches

by MadhavaVermaDantuluri
Tue Feb 25, 2014 11:27 pm
Forum: ITIL Discussion
Topic: should I create a change ticket after received incident for
Replies: 2
Views: 5669

Incident

For example, in my organization process, i would treat that as a incident only and not a change request.
by MadhavaVermaDantuluri
Fri Feb 21, 2014 9:00 pm
Forum: ITIL Discussion
Topic: Application support team
Replies: 4
Views: 9227

Application team

How to setup an Application Support Team?

1. Derive the support process first
2. Structure the service into L1 L2, L3 teams.
3. Train the L2/L3 team on the application functions, ITSM ticketing tool like Remedy
4. Establish knowledge library
5. Weekly support roster.
by MadhavaVermaDantuluri
Fri Feb 21, 2014 8:51 pm
Forum: ITIL Discussion
Topic: Reliability
Replies: 1
Views: 5465

Reliability

Reliability is a measure of how long a service or component can perform its function without failing. How do you increase reliability of application services? There are many factors to be taken care of, am listing a few below: - By improving the quality and effectiveness of the business processes in...
by MadhavaVermaDantuluri
Fri Feb 14, 2014 9:54 am
Forum: The ITIL Service Desk
Topic: Occurrences and Cases (Incidents)
Replies: 3
Views: 5100

What your boss said

I echo with your boss even though the numbers would smash the metrics. Because you have to track each any every system and update the status, so individual incident would be required even it is pain.

I followed a similar exercise when we needed to reset the VPN config for multiple customers.
by MadhavaVermaDantuluri
Thu Feb 13, 2014 12:42 am
Forum: The ITIL Service Desk
Topic: Should a priority 1 incident be documented after the fact?
Replies: 1
Views: 4044

No need of P1

No, as this was due to the weekend outage and because there may be not a proper communication did not sent out. So still for the records, we can create a P2 incident and document the original weekend change number, root cause and close it.
by MadhavaVermaDantuluri
Sat Feb 08, 2014 4:33 am
Forum: Problem Management
Topic: Incident/Problem Manager - Question
Replies: 7
Views: 9434

Incident manager

I am performing the role of Incident manager also in my current job and my primary roles are: 1. Responsible for approving the incident to S1/P1 which involves downtime of environment. 2. Informing to customers and top executives regarding any outage and backup plans. 3. Owning the responsibility of...
by MadhavaVermaDantuluri
Sat Feb 08, 2014 4:28 am
Forum: Problem Management
Topic: Top 10 types of resistance to ITIL improvement initiatives
Replies: 2
Views: 5120

Good list

This is very good list you put across. I face the same challenges regularly in my job and always a big activity to convince the customers.
by MadhavaVermaDantuluri
Thu Jan 30, 2014 10:53 pm
Forum: Problem Management
Topic: Improvements in Incident Volume
Replies: 2
Views: 5637

In my organization, i have reduced the volume of incidents with below practice changes: 1. Made a strong list of repeated problems and had development and product teams prioritize for implementations. 2. Providing the better training programs to users, to avoid the functionality related incidents wh...
by MadhavaVermaDantuluri
Thu Jan 30, 2014 10:42 pm
Forum: ITIL Service Delivery
Topic: Incident Notification Distribution lists
Replies: 1
Views: 4976

I guess, this can be answered depending upon the structure of groups in your organization. In my work, i have distribution list to technical support groups, product management and high executives if it is P1 incident.
by MadhavaVermaDantuluri
Thu Jan 30, 2014 10:36 pm
Forum: ITIL Service Delivery
Topic: Recalculating SLAs
Replies: 2
Views: 5435

It's always a tricky situation i face whenever a P2 moves to P1. So i had implemented a process as below in my organization. - The original ticket with P2 will be remained as it is in the ticketing tool. - Once incident manager (Person who is responsible to confirm on P1) approves to P1, create a ne...
by MadhavaVermaDantuluri
Thu Jan 30, 2014 10:27 pm
Forum: ITIL Service Delivery
Topic: Incident or Service Request
Replies: 5
Views: 10975

Should be incident

In our organization, we treat password reset as an incident by tagging it as "General function". So this way we won't need to confuse these type of incidents under the major real cases. Moreover on a average in a day, we receive around 20 such cases.
by MadhavaVermaDantuluri
Wed Jan 29, 2014 11:43 pm
Forum: Problem Management
Topic: Problem closed - Known error still open
Replies: 1
Views: 4982

Known error is acceptable

There can be few occasions like,
- known error can not designed as per functionality
- Known error can accommodated into change but not yet approved.
by MadhavaVermaDantuluri
Wed Jan 29, 2014 11:37 pm
Forum: Problem Management
Topic: Would Alerting be a Problem Mgmt ticket or a Request?
Replies: 6
Views: 8617

Problem alerts

We should send the notification alerts and convince the problem team to provide a sign-off authority upon review of the first alert.
by MadhavaVermaDantuluri
Wed Jan 29, 2014 11:25 pm
Forum: Problem Management
Topic: Incident Management
Replies: 1
Views: 5142

Core is the original incident/ticket and the driving is the subset of the activities.