Search found 16 matches

by smehdi
Mon Dec 02, 2013 4:00 pm
Forum: ITIL Service Delivery
Topic: Service Level Agreement - Facilities Management
Replies: 3
Views: 5313

Hi Diarmind, Thanks for your reply but could have been more professional. response time, resolution time are all very common KPIs and does not fit into all scenarios. If you have a look at the services which I have listed, I believe following would be the more appropriate KPIs: Security: 24x7 on-sit...
by smehdi
Mon Dec 02, 2013 8:23 am
Forum: ITIL Service Delivery
Topic: Service Level Agreement - Facilities Management
Replies: 3
Views: 5313

Service Level Agreement - Facilities Management

Hi All, I have been asked to create an SLA document for Facilities Management(Data Centre). Have identified some of the critical services as follows: Generator Fire Alarm VESDA (Very Early Smoke Detection Apparatus) Fire Fighting system FM200 Fire Suppression System Foam System Main PDU (Power Distr...
by smehdi
Wed Oct 26, 2011 1:27 am
Forum: Problem Management
Topic: When to reopen an existing closed problem case
Replies: 9
Views: 8218

I think that the a new PR should be open for a new incident as at that moment we dont the root cause of the issue. Once the root cause is confimed and you found that its same as the previous one , plz go ahead and link it to your previous PR for the trending purpose. I normally raise a new PR for ev...
by smehdi
Wed Jul 27, 2011 12:26 am
Forum: ITIL Service Delivery
Topic: Implementation of Problem Management to the NON IT areas
Replies: 2
Views: 5576

Implementation of Problem Management to the NON IT areas

Hi All, My company is planning to implement Problem Management to the non IT world. However the Non IT world is not familar about the ITIL and Problem Management Process. As a result we have changed the name of the Problem management process to Continual Service Improvement. Please provide your inpu...
by smehdi
Thu Apr 22, 2010 12:25 am
Forum: Problem Management
Topic: Outage duration calculation
Replies: 8
Views: 6864

Hi VIV121 , What I have said below is from the perspective of Service availability. [Thanks a lot for clarifying the doubt . You are right , if the outage duration falls outside the agreed service hours , shall not be added to the outage duration.] If the agreed business hours is 9:00 AM to 5:00 PM ...
by smehdi
Wed Apr 14, 2010 1:59 pm
Forum: Problem Management
Topic: Outage duration calculation
Replies: 8
Views: 6864

Dear Diarmid & Unviking ,

Thanks a lot for clarifying the doubt . You are right , if the outage duration falls outside the agreed service hours , shall not be added to the outage duration.

Once again thanks a lot.
by smehdi
Wed Apr 14, 2010 11:12 am
Forum: Problem Management
Topic: Outage duration calculation
Replies: 8
Views: 6864

Outage duration calculation

Dear All, I have doubt about the calculation of outage duration. Would like to make my question more understandable with the help of below exmaple. Lets say at 9:00 AM users have reported that Application A is unavailable . At 10:00 AM support team has confirmed that the issue has been resolved.Howe...
by smehdi
Thu Mar 25, 2010 11:40 am
Forum: Problem Management
Topic: Problem identification
Replies: 4
Views: 5330

I agree with Diarmid. To initiate a PM process , we focus on recurring issue irrespective of the customers.Not sure what difference will it make , if it is faced by the same or different customer.

But what is more important is to address the issue at the earliest.
by smehdi
Tue Dec 29, 2009 10:57 am
Forum: The ITIL Service Desk
Topic: Service Desk Ticket Quality
Replies: 5
Views: 8956

Hi All, All the above gentelmen are very correct.But would like to add more in terms of monitoring.Doyou have a proper Incident monitorin system in place .Are you documenting lack of information in an Incident as the error of that particular analyst.Align the no. of errors to his quarterly , monthly...
by smehdi
Thu Dec 24, 2009 3:06 am
Forum: The ITIL Service Desk
Topic: Change or Incident
Replies: 3
Views: 5089

I believe installation of a program would fall under the category of a standard change(Pre-approved).

However if the program does not fall under standard change and you are not aware of the risk linked to it ,Ideally it should go through Change order , which you are refrring as change request.
by smehdi
Tue Dec 15, 2009 2:24 pm
Forum: The ITIL Service Desk
Topic: How many tickets per issue? What if they are the same?
Replies: 13
Views: 9121

Hi Diarmid, If the company does not have any set SLAs and reporting mechanism and no plans to implement this in near future then what you said is perfectly correct. Else , what I believe is" The most critical step in the workforce management process is the : data collection and analysis. The best pr...
by smehdi
Tue Dec 15, 2009 8:26 am
Forum: The ITIL Service Desk
Topic: How many tickets per issue? What if they are the same?
Replies: 13
Views: 9121

Hi All, If today we dont have a reporting mechanism in place , we might need it tomorrow. What if in future we want to know how many Incidents received by the SD regarding replacement of battery.I am sure we won't open individual Incidents and count the no. of people requested for it. Secondly , it ...
by smehdi
Fri Dec 11, 2009 1:39 pm
Forum: The ITIL Service Desk
Topic: Defining a Child ticket
Replies: 3
Views: 5060

Hi All, Ideally the impact of an outage should not be measured with the no. of child Incidents attached to a parent Incident but with the impact on the business. For e.g , At a given time if any application is down and lets say at that time only person is using the application then definately we are...
by smehdi
Thu Dec 10, 2009 3:26 am
Forum: The ITIL Service Desk
Topic: Which comes first? Incident or Service Request
Replies: 13
Views: 11249

Hi Nisarg, I totally agree with you. The blame goes to user , if he forgets password . But there are few situations , where user remembers his password but the password gets expired or disabled for some reason .Which in turn is impacting user normal operations.Can this be considered under a service ...
by smehdi
Wed Dec 09, 2009 1:27 pm
Forum: The ITIL Service Desk
Topic: Which comes first? Incident or Service Request
Replies: 13
Views: 11249

Hi All, I think the difference between an Incident and a service request lies in the world "NEW" Requesting for any new service which user never had will fall under service request (It will also include any further modification to this service). If I take an example of Password reset. The very secon...