Search found 10 matches

by Anticlue
Sat Nov 28, 2009 7:22 am
Forum: ITIL Discussion
Topic: need guidance on "missing processes" in ITIL v3
Replies: 6
Views: 3452

Hi Mongoose, For the Server Engineering and Software Development process flows, it may be best to work under the concept of change management and release management. Change management controls the approved changes to the environment before they are constructed. Release management is about the develo...
by Anticlue
Sat Nov 07, 2009 6:49 am
Forum: The ITIL Service Desk
Topic: Incident or problem?
Replies: 5
Views: 5167

Hi, I agree with Diarmid on addressing the why of the situation while understanding the risk. One item to consider is that the impact is monetary impact plus value based impacts. During the outage, did this affect the business's customers. Did customers lose confidence in the brand? Hope this helps,...
by Anticlue
Sun Nov 01, 2009 9:07 am
Forum: Change Management
Topic: 'Operational CAB' meetings
Replies: 10
Views: 5821

Hi, It sounds like your organization needs to decide what it wants to be when it grows up. I'd add to the dialogue discussions about maturity and doing what is right for the customers. As the organization increases in complexity from being the best at one service to several services. WIth complexity...
by Anticlue
Sun Nov 01, 2009 8:53 am
Forum: The ITIL Service Desk
Topic: Which comes first? Incident or Service Request
Replies: 13
Views: 11571

Hi All, In practice, I'd agree with Timo and suggest service requests, incidents differ based upon the nature at the item. For example, a new employee needs an account. That would be request fullment, service request. However for that already created account the individual forgets their password, th...
by Anticlue
Tue Oct 20, 2009 8:51 pm
Forum: Change Management
Topic: Detection of uncontrolled changes
Replies: 10
Views: 6363

Hi,

I agree with Diarmid on the education. When reviewing the policy, perhaps also it would be wise to include audit requirements around change management and segregation of duties. It sounds like with the unauthorized changes your organization can have a finding.

Hope this helps,
Elyse
by Anticlue
Mon Oct 19, 2009 8:30 am
Forum: ITIL Discussion
Topic: Key assumptions to have a successful ITIL implementation?
Replies: 13
Views: 6510

Hi Michaelan, I commonly find that organizations looking to engage in any strategic deployment need to assume the following is in place: An Effective Governance process An accountable change model Commitment to this strategic direction Decision making authority THe willingness to lead the organizati...
by Anticlue
Sat Oct 17, 2009 11:22 am
Forum: ITIL Discussion
Topic: [b]Document of agreement and procedure (DAP)[/b]
Replies: 5
Views: 5615

Hi,

I agree that it sounds like this is for a contract, from the ITIL side check out Operational Level Agreements.

Hope this helps,
Elyse
by Anticlue
Sat Oct 17, 2009 11:15 am
Forum: ITIL Discussion
Topic: IT Service Management - afterthought
Replies: 6
Views: 3616

Hi, Just a couple of suggestion to help justify the need. It sounds like your corporation is missing a sense of the benefits of software as a service, instead of just developing and walking away. I'd start with the service design listing out the services needed to offer support of this solution to t...
by Anticlue
Tue Sep 29, 2009 3:37 pm
Forum: ITIL Training & ITSM Conferences
Topic: Preparation for ITIL foundation
Replies: 10
Views: 12495

UKVIKING,

Thanks! I'll take it out of my signature.

E
by Anticlue
Tue Sep 29, 2009 1:44 pm
Forum: ITIL Training & ITSM Conferences
Topic: Preparation for ITIL foundation
Replies: 10
Views: 12495

Hi,

New Horizons over here in the states offers a three day course with the option to take the exam on the 3rd day. The course covers the material, but the participation from the students really clarified several points.

Hope this helps,
Elyse