Search found 9 matches

by Corde Wagner
Wed Mar 13, 2019 10:28 am
Forum: Problem Management
Topic: Problem Management Template
Replies: 2
Views: 399

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: 116

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: 116

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: 95

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: 240

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: 193

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: 0
Views: 158

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 ...
by Corde Wagner
Wed Feb 13, 2019 10:08 pm
Forum: ITIL 4 Updates
Topic: ITIL 4 Is Live
Replies: 2
Views: 212

Re: ITIL 4 Is Live

This is great news, when will training be available on GoGo Training site?
by Corde Wagner
Sat Nov 11, 2006 11:57 am
Forum: ITIL Certification
Topic: ITSM Certification
Replies: 12
Views: 15013

Exam essay format? Hand written or typed in?