Search found 21 matches

by tedderpd
Wed Jul 17, 2019 8:06 am
Forum: Change Management
Topic: Categorise changes raised for testing purpose
Replies: 2
Views: 25

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: 57

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: 233

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: 201

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: 191

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...
by tedderpd
Fri Jun 21, 2019 8:46 am
Forum: ITIL 4 Updates
Topic: Processes do not equal Practices
Replies: 2
Views: 562

Re: Processes do not equal Practices

Great commentary, Corde; thanks for your feedback. Another way to think about process vs. practice is to think of a practice as a "capability". I picked this up in a recent exchange with Akshay Anand, Axelos' ITSM Product Ambassor. When you think of a practice as a capability - or the ability to do ...
by tedderpd
Thu Jun 20, 2019 7:24 am
Forum: ITIL Discussion
Topic: What is demand management ?
Replies: 1
Views: 272

Re: What is demand management ?

Demand management (in ITIL V3) is a process that works to influence the use and consumption of services. Patterns of Business Activity (PBA) is a technique used by Demand Management to understand the ways and frequencies that services are consumed - which Capacity Management needs to know in order t...
by tedderpd
Thu Jun 20, 2019 7:05 am
Forum: Problem Management
Topic: Should you communicate via a Problem to the customer?
Replies: 2
Views: 391

Re: Should you communicate via a Problem to the customer?

So, here are my thoughts about this question. As with most things ITSM, "it depends". For most Problems, communication to the user community should be done via the Service Desk. I agree that the problem-solvers should focus on solving the problem, but periodically update the problem record so that t...
by tedderpd
Mon Jun 17, 2019 8:58 am
Forum: Miscellaneous
Topic: Does the ITIL require (or address) "soft skills"?
Replies: 3
Views: 536

Re: Does the ITIL require (or address) "soft skills"?

I would respectfully disagree with one aspect of the previous post - "it is not part of ITIL 4 Foundation". Actually, soft skills are part of ITIL 4 Foundation -- have a look at the Guiding Principles. Here are a few examples of where "soft skills" are needed and used: - "Collaborate and promote vis...
by tedderpd
Thu Jun 13, 2019 9:08 am
Forum: ITIL 4 Updates
Topic: Processes do not equal Practices
Replies: 2
Views: 562

Processes do not equal Practices

I’ve noticed a tendency to equate ITIL 4’s 34 practices to ITIL v3’s 26 processes. But that is a misconceived notion. A practice is much more than a process. In fact, a practice may leverage many processes to accomplish its goals. Processes transform defined inputs into defined outputs. By definitio...
by tedderpd
Wed Jun 05, 2019 10:48 am
Forum: ITIL Discussion
Topic: My question is around Service Desk incident management SLAs and infrastructure incidents
Replies: 2
Views: 506

Re: My question is around Service Desk incident management SLAs and infrastructure incidents

Great question! This can be easily accommodated through the incident status tracking field on the incident record. What I typically see is that this field on the incident record is set to something like "hold-waiting on vendor" (or something similar). Depending on how the ITSM tool is configured, se...
by tedderpd
Tue May 28, 2019 3:36 pm
Forum: ITIL Discussion
Topic: Architecture
Replies: 1
Views: 488

Re: Architecture

While your question is not an "ITSM question" per se, have a look at this article for some guidance:

https://techbeacon.com/enterprise-it/se ... roservices
by tedderpd
Mon May 20, 2019 9:49 am
Forum: ITIL 4 Updates
Topic: MALC???
Replies: 3
Views: 825

Re: MALC???

Great question! For the first time ever, there are two versions of ITIL (ITILv3 and ITIL 4) that are available for training/certification, so l can understand why you’d like to know if it’s worth taking MALC. The answer, of course, is “it depends”. :) The ITIL 4 curriculum is not yet released, and c...
by tedderpd
Wed May 08, 2019 9:09 am
Forum: ITIL Discussion
Topic: ITIL Stakeholder Help
Replies: 1
Views: 762

Re: ITIL Stakeholder Help

The first thing to understand is how you've defined "critical" and "significant". What are the attributes of a "critical" stakeholder? What are the attributes of a "significant" stakeholder? What are the communication actions you're planning to take for a critical stakeholder vs. a significant stake...
by tedderpd
Tue Apr 30, 2019 6:48 am
Forum: ITIL Discussion
Topic: Supporting Service vs. Enabling Service?
Replies: 2
Views: 841

Re: Supporting Service vs. Enabling Service?

I agree with Corde - supporting or enabling services (I would agree that the two terms used in an ITIL context are synonyms) are only meaningful (IMO) for the IT service provider. A supporting or enabling service is needed to deliver a core service; e.g without the supporting service of "network" (b...