Search found 11 matches

by Kimm
Fri Jul 10, 2015 2:50 pm
Forum: ITIL Discussion
Topic: ITIL Templates
Replies: 2
Views: 6438

Incident & Change Templates

I've created some Incident & Change templates with a general flow.
by Kimm
Fri Jul 10, 2015 2:36 pm
Forum: The ITIL Service Desk
Topic: How do you handle walk-ins?
Replies: 6
Views: 8087

Walkin's

Make sure that your Incident tool can track walkins, such as having a drop down box for how an incident "came" to be. Most common incident classifications for this are: Phone Email (should only be Sev 3 or 4) Web Walkins Unless it is urgent, tell the person that their incident will be dealt with the...
by Kimm
Fri Jul 10, 2015 2:30 pm
Forum: The ITIL Service Desk
Topic: Key challenges of Major Incident Handling process
Replies: 5
Views: 7124

Major Incident

When dealing with an MI, make sure that everyone understands "what" an MI is... Not all Sev 1's are MI's. It is easier if you have a Major Incident Coordinator who can help with critical issues. They are responsible to get everyone together to best figure out what the solution may be... this include...
by Kimm
Fri Jul 10, 2015 2:27 pm
Forum: The ITIL Service Desk
Topic: Writing SOPs for ITIL
Replies: 5
Views: 8453

Templates available

Hello, I have some very detailed templates available for Incident & Change. I've also included many comments to help you along to design your process better.

Let me know if you are interested. Thanks... Kimm
by Kimm
Fri Jul 10, 2015 2:24 pm
Forum: ITIL Service Delivery
Topic: ITSM Tools Review - Your feedback wanted
Replies: 0
Views: 3093

ITSM Tools Review - Your feedback wanted

I'm working for an organization and am evaluating ITSM tools (Incident / Prob / Change / Request / Release & CMDB. I'd like to know which tools you are using and how you would rate them... let's say from 1 -5, 1 being - CRAPPY & 5 being FANTASTIC . I want to know if you found them easy to implement,...
by Kimm
Thu Jul 09, 2015 2:24 pm
Forum: Change Management
Topic: Differentiate IMAC and RFC
Replies: 6
Views: 10923

An IMAC is not considered to be "standard"... it is for procuring, installing and updating desktop hardware & software. Usually there is an Asset Management task, sometimes automated - which is a lot easier than it used to be in the old days. In organizations who are outsourcers, you are right, an R...
by Kimm
Wed Jul 08, 2015 5:33 pm
Forum: The ITIL Service Desk
Topic: Escalation to the next level of support - best practices
Replies: 2
Views: 4875

The team who can resolve the incident/issue should update their tickets accordingly. Service Desk will be able to go into a ticket if an end user calls regarding status, and provide feedback. Some tools will send out a notification when an incident is being assigned to another team. When an incident...
by Kimm
Wed Jul 08, 2015 5:26 pm
Forum: Miscellaneous
Topic: What does ITIL stand for?
Replies: 7
Views: 10017

Information Technology Infrastructure Library (ITIL) - originally put in place in the early 80's by the UK government.
by Kimm
Wed Jul 08, 2015 5:11 pm
Forum: Change Management
Topic: Emergency / Urgent Changes and Vital Business Need
Replies: 3
Views: 6877

Emergency Changes are opened/created when a Major Incident, or a Severity 1 or 2 can only be resolved via a Change... thus the Emergency Change - used to restore service. An Expedited or Urgent Change is used when there is an urgent business need. Perhaps there is a need to make a Change due to a re...
by Kimm
Wed Jul 08, 2015 4:34 pm
Forum: Change Management
Topic: Differentiate IMAC and RFC
Replies: 6
Views: 10923

An IMAC stands for: Install / Move / Add / Change and it primarily is a desktop related function for ordering new hardware / software, and having it setup at the End Users desk. Install: New Equipment or Software Move: Move some office equipment or an office to a new location Add: Add a peripheral d...
by Kimm
Wed Jul 08, 2015 4:24 pm
Forum: Change Management
Topic: Difference between Risk & Impact assessment
Replies: 4
Views: 9986

When trying to define Risk & Impact for a Change, think about the "worst" that could happen if the Change is not successful. Risk relates to what the organization is willing to "absorb" if the Change doesn't go well. Risk factors may be related to: Audit, Operational Stability, Regulatory, Financial...