Search found 17 matches

by Corde Wagner
Mon Apr 29, 2019 10:46 pm
Forum: ITIL Discussion
Topic: Supporting Service vs. Enabling Service?
Replies: 2
Views: 304

Re: Supporting Service vs. Enabling Service?

Hi Eric, Because it's my experience that practitioners and customers don't refer to services using the enhancing or supporting terms, I would have to generalize my answer that these terms would be limited to a discussion with someone who very familiar with the ITIL framework. I would also guess sinc...
by Corde Wagner
Tue Apr 23, 2019 11:27 pm
Forum: ITIL 4 Updates
Topic: V3 Classes
Replies: 1
Views: 526

Re: V3 Classes

Hello, Marianne answered this in the section. Here's what she wrote: ITIL V3 certifications never expire and V3 classes are available. The last date to take V3 exams is June 2020 so you will be sure to be able to find V3 classes until then. Options are live classroom, live online and self-paced. Loo...
by Corde Wagner
Wed Apr 17, 2019 11:43 pm
Forum: ITIL 4 Updates
Topic: ITIL 4 for new persons
Replies: 4
Views: 870

Re: ITIL 4 for new persons

I agree with @thecrowdtraining. PeopleCert makes it very easy to take the exam online and you get the results as soon as you submit your answers.
by Corde Wagner
Wed Apr 17, 2019 11:40 pm
Forum: Problem Management
Topic: Major Incident Problem Communication
Replies: 3
Views: 510

Re: Major Incident Problem Communication

Spot on @tedderpd, I agree with you and also with the approach of not allowing the Incident record to remain open indefinitely. As an add-on approach to this situation, I borrowed from ITIL v2 the concept of "restore" as a point where the impacted users are able to resume their work and that identif...
by Corde Wagner
Wed Apr 03, 2019 9:44 pm
Forum: ITIL Discussion
Topic: Looking for some guidance
Replies: 1
Views: 326

Re: Looking for some guidance

Hello, Most ITSM tools come with a predefined set of CIs based on common infrastructure (e.g. HP, NetApp, etc.) or applications (e.g. Oracle, Solarwinds, etc.). These generally are used for discovery and also to enable populating your CMDB. If your ITSM tool doens't have a predefined CI for what you...
by Corde Wagner
Tue Mar 19, 2019 11:15 pm
Forum: Change Management
Topic: Release management and change
Replies: 1
Views: 317

Re: Release management and change

Hello Mayrixjfa, As an ITSM practitioner since 2005 and while at a number of different organizations using various ITSM toolsets, we were using project management lifecycle for releases, and not the ITSM tool. The key was that a change authority in the organizations building the release held release...
by Corde Wagner
Tue Mar 19, 2019 6:18 pm
Forum: The ITIL Service Desk
Topic: ITIL tool (software) recommendation
Replies: 2
Views: 2041

Re: ITIL tool (software) recommendation

A very good resource for how ITSM tools are rated can be found in the latest copy of the Gartner "Magic Quadrant". If you search in a browser for "Gartner Magic Quadrant ITSM tool", you will find links to free copies. That said and only from my personal experience with several different ITSM tools y...
by Corde Wagner
Tue Mar 19, 2019 6:11 pm
Forum: ITIL Discussion
Topic: Assets versus Service Catalogue
Replies: 1
Views: 385

Re: Assets versus Service Catalogue

In general, "assets" are resources and capabilities that the organization has and these assets contribute to the delivery of a service. Most organizations will keep track of "assets" that have a financial value in an asset register. A service catalog on the other hand is defined by ITIL v3-2011 as "...
by Corde Wagner
Wed Mar 13, 2019 10:28 am
Forum: Problem Management
Topic: Problem Management Template
Replies: 2
Views: 783

Re: Problem Management Template

Good suggestion Paul. Having inherited a large problem ticket backlog in the past, I agree with Paul's suggestion to close old problem tickets that won't ever be looked at. The one thing I would add is to perform an export of all problem tickets (into Excel) and work to identify any trends that may ...
by Corde Wagner
Mon Mar 04, 2019 11:17 pm
Forum: ITIL Discussion
Topic: Blurried notions tto ttr sla slt
Replies: 2
Views: 523

What's the difference between sla and slt

Casmer, The ITIL defines an SLA (Service Level Agreement) to be an "agreement" which from my experience in service delivery implies the customer can have a reasonable amount of expectation that the agreed service levels will be met. Also in my experience, this is contrasted with an SLT (Service Leve...
by Corde Wagner
Mon Mar 04, 2019 11:01 pm
Forum: ITIL Discussion
Topic: Blurried notions tto ttr sla slt
Replies: 2
Views: 523

Re: Blurried notions tto ttr sla slt

Hello Casmer, For each process, the ITIL provides a number of possible critical success factors (CSF) and key performance indicators (KPI), any of which can be used by an organization. A "TTO" is not one of those KPIs that the ITIL references, but that doesn't mean you cannot define this type of met...
by Corde Wagner
Mon Mar 04, 2019 10:01 am
Forum: ITIL 4 Updates
Topic: Last Day for ITIL V3 Exams
Replies: 1
Views: 615

Re: Last Day for ITIL V3 Exams

Good to know, thanks Marianne.
by Corde Wagner
Sat Mar 02, 2019 9:38 pm
Forum: The ITIL Service Desk
Topic: How to reduce Service Desk calls?
Replies: 4
Views: 667

Re: How to reduce Service Desk calls?

Hi Geoff, If they have not already, I also recommend that your Helpdesk management perform a series of surveys to gather how the customer feels about support. As part of the survey, include at least one question to confirm (the assumption?) that every person knows where (and how) to find the instruc...
by Corde Wagner
Mon Feb 25, 2019 8:40 pm
Forum: ITIL 4 Updates
Topic: Requester or Implementer who should raise Change Record?
Replies: 1
Views: 377

Re: Requester or Implementer who should raise Change Record?

This is an age old situation and question that I've asked and been asked. As with many things in change management (now in ITIL v4, the Change Control practice), the answer is: "it depends". As with many things in the Change Control practice, the answer is: "it depends" Scenario #1 1. Degraded perfo...
by Corde Wagner
Mon Feb 25, 2019 12:12 am
Forum: ITIL 4 Updates
Topic: What's your take-away from the ITIL v4 Foundations Course
Replies: 1
Views: 662

What's your take-away from the ITIL v4 Foundations Course

I just completed the ITIL v4 Foundations course, and having been an ITIL practitioner since 2005 (ITIL v2), I'm finding a lot of great improvements and more than a few "take aways" in this new version. One take-away for me, and why I find ITIL v4 important, is what I consider an 'evolution' of ITIL ...