Search found 128 matches

by TomOzITIL_2
Mon Jun 13, 2011 9:39 pm
Forum: The ITIL Service Desk
Topic: Service Desk KPI's/metrics
Replies: 14
Views: 32237

For what it is worth, good measures: • Can be influenced • Are an objective measure • Measurements are repeatable • Produce visible results; • Are accepted • Are motivating • Are focused towards an objective • Support good decision-making Other advice: • Read up on Kaplan & Norton Balanced Scorecard...
by TomOzITIL_2
Mon Jun 13, 2011 9:28 pm
Forum: ITIL Discussion
Topic: OLA Template
Replies: 3
Views: 6014

Appendix F of the ITIL v3 Service Design book has sample SLA and OLA templates.

It aint perfect but is a start.

ie: RTFM.
by TomOzITIL_2
Mon May 30, 2011 8:54 pm
Forum: ITIL Certification
Topic: ITSM Exam
Replies: 9
Views: 8198

By the way. The top 3 things people get wrong when sitting the V2 Manager exam are: Not answering the question Not managing their time during the exam (spend 35 mins on each question!) Waffling and writing sentences/paragraphs when bullet points will get more marks. If a part of a question asks for ...
by TomOzITIL_2
Mon May 30, 2011 8:48 pm
Forum: ITIL Certification
Topic: ITSM Exam
Replies: 9
Views: 8198

You should still have the materials from your course In the course, the instructor would have asked you questions about certain aspects of the 10 and 1 - but solely on 1 process or function per question What you need to do is be able to is take all of the kinds of questions that were asked - Descri...
by TomOzITIL_2
Sun Apr 10, 2011 7:53 pm
Forum: Miscellaneous
Topic: Please don't shoot the ITIL Virgin... yet ;)
Replies: 4
Views: 5965

Maybe you can start networking with some companies who provide ITSM (not just ITIL) consulting & training services. They sometimes need ppl with industry experience (and more impotantly, people skills), the certification tickets can be obtained reasonably quickly, ie: get them to put you through the...
by TomOzITIL_2
Tue Apr 05, 2011 9:41 pm
Forum: ITIL Discussion
Topic: availability plan
Replies: 2
Views: 3729

You could also do worse than get hold of: COBIT 4.1 ISO20000 (specification and code of practice) for some additional guidance. Lastly, you need to get across the ITIL Service Portfolio Management, Service Level Management, Demand/Capacity and Service Continuity Mgt processes (these feed into AvM pl...
by TomOzITIL_2
Mon Apr 04, 2011 4:19 am
Forum: ITIL Discussion
Topic: Need advice on starting ITIL career...
Replies: 3
Views: 4566

Depends a bit on what you sales/service experience is in your current industry. You might find that Project Mgt is more directly transferable from construction to IT. If you've done people management in construction, then that is transferable. In Australia, plenty of people have forged good careers ...
by TomOzITIL_2
Thu Mar 31, 2011 3:48 am
Forum: ITIL Discussion
Topic: Policy vs. Process vs. Procedure
Replies: 3
Views: 6494

My head nearly exploded by the time I got to the end of the post!

But AWTA.
by TomOzITIL_2
Wed Mar 30, 2011 2:12 am
Forum: ITIL Certification
Topic: ITIL V3 Foundation Certified. What next?
Replies: 7
Views: 8846

certification-wise, google and figure out that yourself mate.

But my advice is to get training in something you can apply at work, whether certification is attached or not.
by TomOzITIL_2
Wed Mar 30, 2011 2:10 am
Forum: ITIL Discussion
Topic: Master's thesis about ITIL
Replies: 7
Views: 8676

ISO20000 is more prescriptive. Maybe use certified companies as your reference point (if there are any out there)
by TomOzITIL_2
Wed Mar 30, 2011 2:08 am
Forum: ITIL Discussion
Topic: ITIL relevance
Replies: 8
Views: 5711

DaveInSeoul wrote:"ITIL out of the Box..... can't fail"

Tom, what have you been smoking?

You certainly are very divorced from any kind of reality.
Dave - relax mate, was taking the piss. :roll:
by TomOzITIL_2
Tue Mar 29, 2011 7:40 pm
Forum: ITIL Certification
Topic: ITIL logo
Replies: 30
Views: 67186

flash git?


guilty as charged... :oops:
by TomOzITIL_2
Sun Mar 27, 2011 11:39 pm
Forum: ITIL Certification
Topic: ITIL logo
Replies: 30
Views: 67186

Actually, I have used logos in a resume, and they worked. 2-page resume was structured in a traditional way, but what I did was list out a whole bunch of projects I ran, my role in the project and benefits gathered. eg a table with various headings: Vertical industry: Banking & Finance Customer size...
by TomOzITIL_2
Sun Mar 27, 2011 11:27 pm
Forum: ITIL Certification
Topic: ITIL Experts (certified) - How many are out there?
Replies: 17
Views: 27896

But it is not that big a deal, so why not do it? I acknowledge that it is absolutely not a test of expertise. To be honest, for the V2 Managers like Viking, the V2-3 Mgrs bridge is a quick, relatively cheap and somewhat cheerful way to get the extra badge. For me, I learned how to pass an exam, but ...
by TomOzITIL_2
Sun Mar 27, 2011 11:15 pm
Forum: ITIL Discussion
Topic: ITIL Process allowed to initiate a Request for change (RFC)
Replies: 11
Views: 6298

Some V2 theory, ie: pretty much most processes. • Configuration Management There is close relation between Change Management and Configuration Management. Change Management is responsible for authorising Changes in the IT-infrastructure and Configuration Management for controlling and registering th...