Search found 15 matches

by Sunny60in
Sat Apr 28, 2012 8:46 am
Forum: Problem Management
Topic: who to close the trouble ticket?
Replies: 7
Views: 12184

Hi Supertooth Some best practices that I have experienced: Configure your SLGs (ticketing tool) so that SLG clock stops when action is not with your team. It might be the status of the incident ticket which is set to 'on-Hold' or 'Pending'. I have seen service providers using these status when some ...
by Sunny60in
Sat Jan 07, 2012 2:52 pm
Forum: Change Management
Topic: Change Failure
Replies: 2
Views: 4514

Gautam, 'Back out plan' is the section in the 'change plan' which answers your first question. But before that.. define 'fail' I believe your 2nd question is searching for role responsible for failure: My answer: It depends! (who is visible to whom??) Some examples for responsible roles: SDM / chang...
by Sunny60in
Sat Jan 07, 2012 2:21 pm
Forum: The ITIL Service Desk
Topic: Major Incident - Incident Manager Role
Replies: 15
Views: 18065

Gautam, My observation is that, technicians are relatively more interested in resolving the issue versus communicating / updating (incident ticket / sending update emails / informing over phone etc.). If there is a Major Incident, I would prefer Incident manager should take over most of the non tech...
by Sunny60in
Tue Nov 15, 2011 2:40 pm
Forum: The ITIL Service Desk
Topic: Determining KPIs for a new Customer
Replies: 3
Views: 5069

Hi Gautam, Customer has to evaluate the quality versus the cost. To give a example: For a Service (say X), vendor can propose something like: 90% availability of the service @ 10 Rs/month 95% availability @ 15 Rs/month 98% availability @ 22 Rs/month 99% availability @ 27 Rs/month Customer & vendor d...
by Sunny60in
Fri Nov 04, 2011 2:59 pm
Forum: Change Management
Topic: Prod vs Non-Prod
Replies: 4
Views: 6899

Where I work: - Test bed changes are categorised to be low on impact & Risk. However, that doesn't make these changes as standard or no impact change. So they go through the change management cycle. - These changes are discussed in a meeting (call it a CAB for these servers) and participants are tho...
by Sunny60in
Wed Nov 02, 2011 3:00 pm
Forum: Change Management
Topic: Responsibility for Raising Changes
Replies: 5
Views: 6968

Markhayes, I believe, By 'raising the change' you mean feeding it into the system If your process says that implementer team should raise the change, then, it shouldn't change if requester changes i.e. it should be transparent if requester is customer, another support team or a vendor. We expect ans...
by Sunny60in
Thu Oct 20, 2011 4:29 pm
Forum: Problem Management
Topic: When to reopen an existing closed problem case
Replies: 9
Views: 8818

I suggested to link problem because problem & root cause were same for the same service. I have never come across similar situation though. May be problems shouldn't be linked. Please explain if it not a good practice.
by Sunny60in
Wed Oct 19, 2011 2:25 pm
Forum: Problem Management
Topic: When to reopen an existing closed problem case
Replies: 9
Views: 8818

Hi Kamran, Your question "... should we open a new problem case to investigate to cause of the 2nd outage or reopen the 1st problem case." To me it means... It is not yet confirmed that root cause is same at case 1. So this is good reason to open a new problem. You might end up with some differnt ro...
by Sunny60in
Tue Sep 27, 2011 2:09 pm
Forum: ITIL Discussion
Topic: Please Help me to Understand the ITIL Process.
Replies: 2
Views: 3238

Bijju, Start with understanding difference between Incident & Problem. Apple is a apple and orange is a orange. 2 or 5 or 10 apples can never be a orange. Unless you decide to look for a root cause of an event/incident, it is not a problem. Now to answer you questions: 1. Incident qualifies to be cl...
by Sunny60in
Tue Sep 06, 2011 2:37 pm
Forum: The ITIL Service Desk
Topic: When can L2 bypass service desk & contact end user?
Replies: 1
Views: 5089

When can L2 bypass service desk & contact end user?

Hi, Just wanted to know some views on this. We have a level 1 team (SD/SPoC) and multiple level 2 teams based on their skill set eg. desktop support, database, network, server etc. There is a general understanding that L1 team is for user communication and L2 remains invisible. L2 should fix the iss...
by Sunny60in
Mon Aug 22, 2011 3:22 pm
Forum: The ITIL Service Desk
Topic: Resolution Time SLA , when RFC is needed to fix an incident
Replies: 3
Views: 5894

Rahul If you agree that there is a degradation in the level of service COMMITTED to the customer & as a vendor you need a 'change' to fix it, SLA clock will continue ticking till service is back to what is committed. I think for customer what matters is the solution to the reported problem & custome...
by Sunny60in
Wed Apr 06, 2011 3:05 pm
Forum: Change Management
Topic: Emergency Change (The aftermath)
Replies: 5
Views: 6803

It is a common practice wherein people want to hide their "poor planning" by pushing the IT team to implement changes as "emergency change". You can define "qualifiers" for the "emergency change". Some example could be: - Critical incident - Regulatory change - Corporate reputation/image etc. Apart ...
by Sunny60in
Thu Jul 30, 2009 4:24 am
Forum: Change Management
Topic: Change Models ?
Replies: 6
Views: 6101

by Sunny60in
Tue Jul 28, 2009 11:51 pm
Forum: Change Management
Topic: How many hours of Changes / month
Replies: 3
Views: 3667