Search found 70 matches

by MBU
Sun Feb 28, 2010 5:24 am
Forum: Miscellaneous
Topic: Incident Mgt Awareness 'Campaign'
Replies: 4
Views: 5675

pk_ Coming wit ha pre-defined process might get staff thinking "there's this guy and he asks us to work in a different way ---- naaah, I don't do that" I'm consultant specialised in SME environments and try to keep people as much as possible involved, especially in the creation of a process and the ...
by MBU
Thu Feb 04, 2010 9:03 am
Forum: ITIL Discussion
Topic: ITIL Compliance
Replies: 8
Views: 4889

Pink certified ...

All,
I was part of the "certification" for 5 process for a major tool in 2009;
Have a look at their (Pink) website and check the certification process ... now you know, what this certificate is worth.
by MBU
Mon Jan 25, 2010 7:58 am
Forum: The ITIL Service Desk
Topic: PPt presenatation
Replies: 12
Views: 9918

"Call Center Mathematics, A scientific method for understanding and improving contact centers" from Ger Koole, Version of January 26, 2007

Maybe it's a bit off topic, but it's always worth to have a close look at this if you've to calculate a SD.
by MBU
Wed Jan 13, 2010 3:53 pm
Forum: ITIL Discussion
Topic: Process Maturity Assessment Templates
Replies: 6
Views: 6720

Update: It's called TIPA not AIDA ... hope this helps
by MBU
Wed Jan 13, 2010 7:17 am
Forum: ITIL Discussion
Topic: Process Maturity Assessment Templates
Replies: 6
Views: 6720

Go to www dot nehfort dot at
You can download a demoversion of an ISO 20k assessment tool with a demodatabase. This get's you an idea how to do it. Please google/bing also for ISO 15504. Furthermore the CRP Henri Tudor in Luxembourg has established an assessment methodology called "AIDA"...
by MBU
Fri Dec 11, 2009 4:54 am
Forum: Problem Management
Topic: Problem Management Free for all
Replies: 6
Views: 8604

Joe, I agree to Timo. The only thing where I would keep an eye on is the "Senior Management MPR". for this you have to define and agree on a list of VIP or roles inside your organisation. And, be careful, once the ceretary of CxO knows this all of her "I can't print please raise a MPR" Incidents wil...
by MBU
Fri Dec 04, 2009 11:00 am
Forum: ITIL Certification
Topic: ITIL V3 Foundations Questions - Urgent
Replies: 8
Views: 7542

A,A,A,A .... A,B,B,A (no, that's a famous swedish pop group from the 80s)
D,D,D,A
C'mon, you can read as many answers as you want. Sit down and LEARN.
by MBU
Wed Dec 02, 2009 2:53 pm
Forum: ITIL Discussion
Topic: Increase Availability by decreasing the length of downtimes
Replies: 21
Views: 10077

Sambir, either you CAN'T understand the very good hints from the community or you don't WANT to understand them. Good luck for the next 5 months, that's my advise. "A little learning is a dangerous thing; Drink deep, or taste not the Pierian spring: There shallow draughts intoxicate the brain, And d...
by MBU
Tue Dec 01, 2009 9:30 am
Forum: Miscellaneous
Topic: Forum Rules
Replies: 14
Views: 11917

Thx,
And what about a "newbie" section for all those who are interested but clueless in which threads can be "pushed". Maybe to much effort for the admin ...
Like this kind of brainstorming
by MBU
Tue Dec 01, 2009 9:26 am
Forum: ITIL Service Delivery
Topic: Service Catalog - shopping cart
Replies: 3
Views: 5818

Timo, I'm specialized in supporting SME's since more than 10 years. I've discussed this topic several times and we've found different solutions (respecting budget, size, type of services etc.). There is no 1 solution which fits well for everybody. As you explained YOUR situation I would recommend of...
by MBU
Tue Dec 01, 2009 8:51 am
Forum: Miscellaneous
Topic: Forum Rules
Replies: 14
Views: 11917

What about a small "portrait" right below your name as a kind of "ITIL profile"? Perhaps: achieved certs years in IT and ITIL current position consultant or not? (my personal interest) 4 or 5 small but mandatory hints and if someone writes "20 years in IT and 5 years ITI" and he wants to know what a...
by MBU
Mon Nov 30, 2009 5:02 am
Forum: Change Management
Topic: What should be the default responses from a Change manager
Replies: 6
Views: 4730

8- Dear CxO, sorry to insist, but you have to raise a RfC, too, for your new gadget SW installation.
by MBU
Mon Nov 23, 2009 10:36 am
Forum: ITIL Jobs
Topic: Scope for Capacity Management
Replies: 11
Views: 8991

Tomkin,
You mean quality and value vs. quantity and costs?
by MBU
Mon Nov 23, 2009 10:25 am
Forum: ITIL Jobs
Topic: Scope for Capacity Management
Replies: 11
Views: 8991

Naaah, learning on clients cost is not fair.
It's an approach like this that makes life for me as consultant so hard ... Fixing others "hey customer, i've learned a lot and you paid" issues is very hard as customers are often confused after these experiences.
I (freelance) don't like this!
by MBU
Fri Nov 20, 2009 9:17 am
Forum: Change Management
Topic: Seeking help
Replies: 4
Views: 3654

And don't forget the "political emergency", when the CxO or the head of a business unit pushes Changes ...