Search found 11 matches

by nisarg
Mon Jun 21, 2010 11:38 am
Forum: The ITIL Service Desk
Topic: How to become a proactive Service Desk
Replies: 14
Views: 11822

Hi Dj Long 1> Having a daily morning system Healthcheck with different Site IT coordinator and IT teams is a good way to proactively manage Incidents This way you may not stop the Incident from occuring but can definately reduce the Impact to end users and number of calls to Service Desk. 2> If you ...
by nisarg
Wed Dec 09, 2009 3:19 pm
Forum: The ITIL Service Desk
Topic: Service Desk or SLA first
Replies: 10
Views: 7433

Initially starting a new Service desk, I think the SLA parameters should be free for the first few months and then decide after checking the volume offerd ,the call pattern daily/weekly/monthly , kind of issues reported ( FCR issues or Non FCR issues) , etc etc. The only it is feasable to agree on a...
by nisarg
Wed Dec 09, 2009 3:07 pm
Forum: The ITIL Service Desk
Topic: Which comes first? Incident or Service Request
Replies: 13
Views: 11631

I cannot really agree to the conflict in defination of Incident and Service Request . Taking the eaxmple of password reset.Underlying cause for password reset is the lack of users memory and I dont think IT can be blamed of users memory and so no way can a pwd reset be an Incident So a user forgetti...
by nisarg
Sun Nov 08, 2009 5:56 am
Forum: The ITIL Service Desk
Topic: an incident becomes a change...?
Replies: 11
Views: 8197

Ruth, Apologies for the delayed reply As adviced Home work Done. As per ITIL V3 Service Operation Book Service request is defined as "Service Request "A service request is a request from a user for information or advice, or for a standard change , or for access to an IT service."" So concluded even ...
by nisarg
Tue Oct 27, 2009 8:24 am
Forum: The ITIL Service Desk
Topic: Incident and support group role
Replies: 4
Views: 4384

Dear Guruvn, The basic diffrence is Incident Management is a process in itself and 2nd level support is a function. Incident analyst/ Incident manager primarily needs to judge/analyse an incident and accordingly assign the Incident to specific support teams and is accountable for the resolution of t...
by nisarg
Tue Oct 27, 2009 7:18 am
Forum: The ITIL Service Desk
Topic: an incident becomes a change...?
Replies: 11
Views: 8197

further to what Mr UKVIking said, i would just like to add that change can be initiated as an implementation of solution for an Incident or problem , but it has to follow its regular workflow of coming via a change request. An incident ticket can never be replaced with a change request . However in ...
by nisarg
Sun Sep 06, 2009 5:31 am
Forum: The ITIL Service Desk
Topic: Defining a Child ticket
Replies: 3
Views: 5234

I would like to share my views w.r.t the example you provided If there is a server outage which has impacted 3 diffrent applications , then any related calls regarding these 3 applications should be logged as a child to the Parent Incident. By doing this the exact impact and damage caused by the out...
by nisarg
Fri May 22, 2009 1:58 pm
Forum: ITIL Certification
Topic: ITI V3 Intermediate Course-Service Operation??
Replies: 3
Views: 3615