Search found 11 matches

by Trebz
Fri Oct 16, 2015 7:14 am
Forum: ITIL Discussion
Topic: Placing an Incident On Hold - Definition / Justification.
Replies: 3
Views: 5450

I have recently been appointed a new role as a Service Desk Manager for a new company. There appears to be an overuse of the 'On Hold' button within the support tool. Currently they place an Incident On Hold if they are waiting for feedback from a customer, are awaiting for work to be carried out vi...
by Trebz
Fri Oct 16, 2015 7:10 am
Forum: ITIL Certification
Topic: ITIL CSI - Pre course preperation.
Replies: 3
Views: 5165

Thanks John

You mean this one: amazon. co. uk / Continual-Service-Improvement-George-Spalding/dp/0113310498

I just did a quick google shopping search and that was at the top of the results list.



[Admin: Edited to remove link]
by Trebz
Thu Oct 15, 2015 8:15 am
Forum: ITIL Certification
Topic: ITIL CSI - Pre course preperation.
Replies: 3
Views: 5165

ITIL CSI - Pre course preperation.

Hi All

I am due to attend the ITIL CSI course soon, are there any online resources which I could use as preparation for the course.

Many thanks
by Trebz
Thu Oct 15, 2015 6:06 am
Forum: ITIL Discussion
Topic: Placing an Incident On Hold - Definition / Justification.
Replies: 3
Views: 5450

Placing an Incident On Hold - Definition / Justification.

Hi All

Are there any rules or guidelines regarding when an Incident should be placed 'On Hold'.

Many thanks
by Trebz
Fri Jan 22, 2010 6:12 am
Forum: ITIL Discussion
Topic: Knowledge Management in V3
Replies: 8
Views: 4905

.

Ppfft....

Can opened...worms everywhere.

I have a deep feeling of dread after your last comment hehe.

Trebz
by Trebz
Fri Jan 22, 2010 6:02 am
Forum: ITIL Discussion
Topic: Knowledge Management in V3
Replies: 8
Views: 4905

Re: Knowledge Management in V3

For years now i have been annoying my peers by insitsting that Knowledge Management should not have been a sub process of Problem Management but a core element of ITIL. I have only ever had one employer let me implement even a basic Knowledge Transfer process. I don't know who told you about KM bei...
by Trebz
Fri Jan 22, 2010 4:21 am
Forum: ITIL Discussion
Topic: Knowledge Management in V3
Replies: 8
Views: 4905

Knowledge Management in V3

Hi all I have just had my first look at ITIL V3 and am pleased to see that the Knowledge Management element has been included. For years now i have been annoying my peers by insitsting that Knowledge Management should not have been a sub process of Problem Management but a core element of ITIL. I ha...
by Trebz
Wed Nov 19, 2008 11:31 am
Forum: The ITIL Service Desk
Topic: Service Desk KPI's in the ITIL environment, help needed.
Replies: 21
Views: 16861

by Trebz
Wed Nov 19, 2008 10:26 am
Forum: The ITIL Service Desk
Topic: Service Desk KPI's in the ITIL environment, help needed.
Replies: 21
Views: 16861

by Trebz
Wed Nov 19, 2008 10:04 am
Forum: The ITIL Service Desk
Topic: Service Desk KPI's in the ITIL environment, help needed.
Replies: 21
Views: 16861