Search found 44 matches

by tolman101
Tue Apr 09, 2013 10:00 am
Forum: ITIL Discussion
Topic: Security vulnerability
Replies: 2
Views: 15168

Security vulnerability

Hello! It's been a while since I was on the site having been working in a non-process role the last few years. Now I'm back in the ITIL world and working to develop the Transition and Operational processes. This company is in many respects different from any other I have worked with before. Public s...
by tolman101
Thu Sep 16, 2010 9:33 am
Forum: The ITIL Service Desk
Topic: How to mesure IT service availability
Replies: 6
Views: 8049

If your services have service levels defined and you are using an incident management tool that can assign service levels to a service you may be able to get information by generating reports from your IM tool. You could perhaps determine that if there is an incident with priority 1 or 2 then your s...
by tolman101
Tue Sep 07, 2010 4:09 am
Forum: The ITIL Service Desk
Topic: First Call Resolution (again)
Replies: 2
Views: 5752

First Call Resolutions: How do you know that the user will call again? I've always been a bit curious about the name of that KPI. Are you only measuring calls or do you want to know about emails and web requests too? If you are only interested in calls then you need to make sure your ticket app can ...
by tolman101
Tue Sep 07, 2010 3:54 am
Forum: The ITIL Service Desk
Topic: Servce Desk Team Meeting Structure help
Replies: 3
Views: 11483

The first question that needs to be asked: what is the purpose of the meeting? what outcomes, benefits do you expect to get from holding the meeting? My opinion is that the meetings will be dry and boring to most of the participants if you provide only performance stats. "this week we solved 65% of ...
by tolman101
Tue Apr 13, 2010 1:05 am
Forum: ITIL Discussion
Topic: Outsourced infratructure scenario
Replies: 1
Views: 2380

Outsourced infratructure scenario

Consider this scenario and add your thoughts if you have the lust for it. This is not an exam question by the way. Outsourced infrastructure provider with application ownership and support within the business. Department established within the business to steer the infrastructure provider. Incident ...
by tolman101
Tue Feb 23, 2010 3:04 pm
Forum: ITIL Discussion
Topic: KPIs vs Metrics
Replies: 4
Views: 5178

Gav, Concensus from who? People on this forum or people within your organisation? What is your document and its purpose? It sounds like all of your metrics are aimed at figuring out the performance of the process which would make them KPI's. Just measure what you think is important for restoring ser...
by tolman101
Fri Feb 19, 2010 3:32 pm
Forum: ITIL Discussion
Topic: SLA's and Incidents
Replies: 5
Views: 4136

In reality I couldn't see the SLA based incident priority working so I thought it worth asking the question. However, going by your view Diarmid it would seem that there is no need for the prioritisation activity to take into account any SLA. How therefore, would one go about describing what constit...
by tolman101
Fri Feb 19, 2010 3:00 pm
Forum: ITIL Discussion
Topic: Please upload Root cause\codes from your PROD env.
Replies: 36
Views: 22355

Not the answer that will directly solve your conundrum, but you could try typing the word ITIL into a web search engine, quickly register on at least 7 of the forums returned in the list, post your question, let someone else do all the work for you, copy and paste the results, take all the credit an...
by tolman101
Fri Feb 19, 2010 8:32 am
Forum: ITIL Discussion
Topic: SLA's and Incidents
Replies: 5
Views: 4136

SLA's and Incidents

Is it appropriate for an incident priority to carry associated resolution timeframes if the service levels for a particular system are already described in the agreement documents for those services? For example; System A may have a service level of 24/7 4 hours. This would mean round the clock supp...
by tolman101
Mon Jan 25, 2010 5:44 am
Forum: ITIL Discussion
Topic: When does the chargeback of service desk start?
Replies: 3
Views: 4620

tmack,

Work out the costs of providing your service and then look at how you will cover those costs. Talk to your customer and come to agreement. Don't over-complicate matters.
by tolman101
Mon Jan 25, 2010 5:38 am
Forum: ITIL Discussion
Topic: "Root Cause" and "Closure Codes"
Replies: 2
Views: 4407

I agree. The root cause needs to be the cause of the incorrect data. Closure code could be used to describe what was done to remedy the issue but doesn't give you much information to make improvements other than understanding how often resolvers are performing certain remedial tasks. You should also...
by tolman101
Fri Jan 30, 2009 10:25 am
Forum: ITIL Training & ITSM Conferences
Topic: Teaching ITIL
Replies: 4
Views: 8293

by tolman101
Thu Jan 29, 2009 5:08 pm
Forum: ITIL Training & ITSM Conferences
Topic: Teaching ITIL
Replies: 4
Views: 8293

Teaching ITIL

by tolman101
Thu Oct 23, 2008 2:10 pm
Forum: The ITIL Service Desk
Topic: Service Desk Application Policy Document
Replies: 2
Views: 4535