Search found 31 matches

by tedderpd
Fri Oct 18, 2019 9:00 am
Forum: ITIL Discussion
Topic: What % Of Incidents Should Be Related to Problem?
Replies: 2
Views: 1275

Re: What % Of Incidents Should Be Related to Problem?

I would submit that reactive Problem Management success would be measured in a couple of ways: 1.) An on-going, downward trend in the volume of incidents over time 2.) Elimination of a recurring incident (measured in terms of however you determined that you had a recurring incident to begin with!). ...
by tedderpd
Thu Oct 17, 2019 6:43 am
Forum: The ITIL Open Guide
Topic: Thank you in advance. Can someone answer this question?
Replies: 1
Views: 1768

Re: Thank you in advance. Can someone answer this question?

My question to you is what is the "change release board"? I don't know of any reference within ITIL v3 to a "change release board". Having said that, this sounds like an example from an organization that has adopted ITIL concepts and adapted those concepts to meet the needs of that organization, whi...
by tedderpd
Wed Oct 02, 2019 10:24 am
Forum: ITIL 4 Updates
Topic: Do we need to separate the Asset Mgt and Configuration mgt if we will align to ITIL 4?
Replies: 1
Views: 2660

Re: Do we need to separate the Asset Mgt and Configuration mgt if we will align to ITIL 4?

While there are many considerations, basically the answer has always been "yes" - you should have separate Asset Management and Configuration Management processes. Whether it is ITIL 4, ITIL v3, or whatever framework, Asset Management and Configuration Management have two distinct purposes. Asset Ma...
by tedderpd
Wed Sep 18, 2019 6:55 am
Forum: ITIL Discussion
Topic: Multiple issues in an incident
Replies: 1
Views: 1354

Re: Multiple issues in an incident

hmm....good question. Working backwards, has your organization defined the criteria for when an incident becomes a problem ? For me, that drives if/when a problem record is raised. As it was reported as a single incident, my advice is to treat it as a single incident. Then, based upon the incident m...
by tedderpd
Fri Sep 13, 2019 7:35 am
Forum: Change Management
Topic: Downtime to implement change
Replies: 1
Views: 2494

Re: Downtime to implement change

Well, what you've described is typically how I've seen it done and how I advise my clients to do it. It is the Change Owner (whoever is responsible for the design, build, test, and implementation of the change - from what you've described, this would the IT Engineer) should agree with the business o...
by tedderpd
Fri Sep 13, 2019 7:33 am
Forum: ITIL 4 Updates
Topic: Agree downtime for change implementation
Replies: 1
Views: 1529

Re: Agree downtime for change implementation

Well, what you've described is typically how I've seen it done and how I advise my clients to do it. It is the Change Owner (whoever is responsible for the design, build, test, and implementation of the change - from what you've described, this would be you in this case) should agree with the busine...
by tedderpd
Sun Sep 08, 2019 9:14 am
Forum: The ITIL Service Desk
Topic: Change password
Replies: 3
Views: 6885

Re: Change password

Yes. Or yes. It is whatever you define it to be. :-) In most organizations, this is defined as a service request, because it is highly likely that users will forget passwords, and it is usually a simple operation that can be pre-defined (even automated?) for resetting a password. While it is a inter...
by tedderpd
Mon Aug 05, 2019 7:13 pm
Forum: ITIL Discussion
Topic: What is demand management ?
Replies: 1
Views: 3519

Re: What is demand management ?

Both! (Although I would clarify that demand management may indirectly identify the need for new service package/model by providing demand information (ie Patterns of Business Activity or PBA) to portfolio management for evaluation, not necessarily *create the demand* for a new service. Demand manage...
by tedderpd
Sun Aug 04, 2019 6:32 am
Forum: The ITIL Service Desk
Topic: Software report error, incident or service request?
Replies: 1
Views: 4044

Re: Software report error, incident or service request?

It’s an incident because it is abnormal operation - the report did not execute correctly. As a result of incident investigation, you may raise an RfC within Change Management to correct the error. It is a ‘change’ and not a ‘service request’ because the data (if I understand your question) will be m...
by tedderpd
Fri Jul 26, 2019 3:01 pm
Forum: Problem Management
Topic: Problem Management Implementation
Replies: 3
Views: 7739

Re: Problem Management Implementation

Great question! Problem Management is a practice that is often under-estimated and under-resourced, yet - if done well - can provide great benefits. Some ideas to help get you off to the right start: First - problem management is not the job of a single person. It truly takes a village to do problem...
by tedderpd
Wed Jul 17, 2019 8:06 am
Forum: Change Management
Topic: Categorise changes raised for testing purpose
Replies: 2
Views: 5807

Re: Categorise changes raised for testing purpose

Hello Praveen - My advice is to categorize any change as 'failed' if the change does not accomplish its goal. By doing so, you'll be able to collect measures that may be beneficial in the future (for example, justification for investing in a test environment - each failed change today is impacting y...
by tedderpd
Wed Jul 17, 2019 7:59 am
Forum: ITIL Discussion
Topic: What is the Difference between workaround and temporary fix
Replies: 2
Views: 4079

Re: What is the Difference between workaround and temporary fix

ITIL uses the term "workaround" for what many organizations refer to as a "temporary fix".
by tedderpd
Thu Jul 11, 2019 8:08 am
Forum: Related Topics
Topic: Is Applications Management Function best fit for IT SDLC?
Replies: 1
Views: 7036

Re: Is Applications Management Function best fit for IT SDLC?

Corde - This is a great question - and I'm afraid that I don't have a good answer for you. In my experience, this is always under the "art" category of the art and science of ITSM. While many organizations do take advantage of enterprise applications like an Oracle MRP or SAP, the vast majority of t...
by tedderpd
Thu Jul 04, 2019 9:55 am
Forum: ITIL Discussion
Topic: Looking for SKMS structure
Replies: 1
Views: 3686

Re: Looking for SKMS structure

Ah, yes.... the SKMS. So the first thing to understand is that ITIL is not a "standard", it is a collection of what are considered to be best practices for the delivery and support of services based on the use of technology. The fact that ITIL is not a standard is a good thing.... and occasionally, ...
by tedderpd
Fri Jun 28, 2019 5:28 pm
Forum: ITIL Discussion
Topic: SSL Certification administration
Replies: 1
Views: 3538

Re: SSL Certification administration

Great question - and the answer is "it depends" :-) The reason why "it depends" is that every organization is unique - in some organizations, the SSL Certification administration is done by the network group (with input from IT Security); in other organizations, IT Security does the SSL Certificatio...