Search found 60 matches

by Corde Wagner
Sun Apr 03, 2022 6:06 pm
Forum: ITIL Discussion
Topic: Implementation of ITIL
Replies: 1
Views: 2899

Re: Implementation of ITIL

Hello, If you haven’t already, I highly suggest you make time to fully understand your services (document and catalog them) and then document/catalog the applications required to deliver your services. Document the priority of each service, especially the mission/business critical services - this wi...
by Corde Wagner
Wed Mar 23, 2022 7:01 pm
Forum: Problem Management
Topic: Where is root cause captured when known as part of incident investigation
Replies: 1
Views: 2698

Re: Where is root cause captured when known as part of incident investigation

Greetings, I am a bit confused on what your question is, so I'm going to try and answer in a couple different ways just in case. I have to pull out what I think was your scenario questions and I labeled them "Your resolution": 1. Your resolution to Scenario 1: to me is a classic case of raising a Pr...
by Corde Wagner
Fri Mar 04, 2022 12:07 am
Forum: ITIL Discussion
Topic: Software tool - looking for new ideas
Replies: 1
Views: 3304

Re: Software tool - looking for new ideas

Interesting questions, here are my thoughts: My thoughts: 1. Depending on which version of ITIL you are building your set of tools to align with, the term “ITIL Implementation” can mean far too many things. Implementing the tenets of ITIL 4 will be challenging as they are IMHO better aligned to corp...
by Corde Wagner
Thu Mar 03, 2022 11:52 pm
Forum: ITIL Discussion
Topic: Unreachable Customer
Replies: 1
Views: 2697

Re: Unreachable Customer

For customers that have a ticket opened for them, but they won’t respond to inquiries, this is what we did (and that worked best). We would write the customer at least 2 times asking if they still had the issue (or needed help, etc.). Ideally that would be done through the ITSM ticketing system and ...
by Corde Wagner
Thu Jul 22, 2021 10:05 am
Forum: The ITIL Service Desk
Topic: How to increase usage of self-service portal for incident logging instead of emailing the Service Desk
Replies: 2
Views: 5221

Re: How to increase usage of self-service portal for incident logging instead of emailing the Service Desk

FYI, I posted your basic question over in the r/ITIL Reddit community. There are some good responses there that you may want to check out too.

Good luck!
by Corde Wagner
Wed Jul 21, 2021 9:29 pm
Forum: The ITIL Service Desk
Topic: How to increase usage of self-service portal for incident logging instead of emailing the Service Desk
Replies: 2
Views: 5221

Re: How to increase usage of self-service portal for incident logging instead of emailing the Service Desk

Great question! I’ve experienced this challenge in several companies, and without a doubt, shifting users to tickets instead of email must have an executive mandate that it will happen. That said, assuming you’re your helpdesk is transcribing emails, phone calls and walk-ups into your ticketing syst...
by Corde Wagner
Sun Jul 18, 2021 7:13 pm
Forum: The ITIL Open Guide
Topic: ITIL 4 Practices adoption
Replies: 1
Views: 14867

Re: ITIL 4 Practices adoption

Greetings, You’ll want to get a copy of the ITIL4 Service Request Management practice guide. You should have received 12 month membership to Axelos with your ITIL4 certification, and you can pull down a copy from their web site. What you will find in the practice guide is not so different from what ...
by Corde Wagner
Wed Jun 23, 2021 6:25 pm
Forum: Change Management
Topic: System reboot for Incident fix, does it require an RFC to be logged?
Replies: 2
Views: 4569

Re: System reboot for Incident fix, does it require an RFC to be logged?

While a reboot is considered by many to be a "change of state" and would require a change request to perform the reboot. This is more for conflict management, planning and communications purposes. in situations where there is an active incident and the severity of the incident warrants a reboot (the...
by Corde Wagner
Wed Jun 23, 2021 6:14 pm
Forum: The ITIL Open Guide
Topic: Question
Replies: 1
Views: 3054

Re: Question

Greetings. I posted a reply to this same question over in the ITIL Discussion section.
by Corde Wagner
Wed Jun 23, 2021 6:06 pm
Forum: ITIL Discussion
Topic: SLA Negotiation
Replies: 1
Views: 4126

Re: SLA Negotiation

Great questions. Here's my thoughts on both #1 and #2. (apologies for the odd formatting of bullets, I paste in response from a word doc). #1: Framing an SLA when the applications group won't agree to a faster restoration time  In my experience, SLAs should be based on what the relative importance ...
by Corde Wagner
Tue Jun 15, 2021 5:56 pm
Forum: Problem Management
Topic: Problem Ticket Closure
Replies: 1
Views: 6226

Re: Problem Ticket Closure

Your approach to creating a bug in JIRA and then referencing the JIRA bug number in the problem record is exactly how I've handled this in the past. We created an extra field in the ServiceNow Problem record that provided a redirect to the JIRA bug if someone wanted to see more on the progress of so...
by Corde Wagner
Wed Jun 09, 2021 4:54 pm
Forum: ITIL Discussion
Topic: ITIL Roles in Service Delivery Contract
Replies: 2
Views: 6211

Re: ITIL Roles in Service Delivery Contract

Hello, this post was submitted a long time ago, but if you're still in need of example RACI matrix, please let me know.

Corde
by Corde Wagner
Mon Jun 07, 2021 11:38 pm
Forum: ITIL Discussion
Topic: Resolution SLA based on Status
Replies: 1
Views: 3882

Re: Resolution SLA based on Status

It sounds like some part of your SLA is based on time to resolve the (incident, request, etc.) ticket. If you stop using the waiting on customer or vendor, then you will lose that feature that temporarily stops the clock. By doing so, doesn't that mean the time to resolve the ticket will continue to...
by Corde Wagner
Mon Jun 07, 2021 11:22 pm
Forum: ITIL Discussion
Topic: The Impact of applying Information Technology Infrastructure Library Problem Management process
Replies: 2
Views: 4276

Re: The Impact of applying Information Technology Infrastructure Library Problem Management process

Great question. Difficult to answer #1 because "it depends" on the maturity of the organization, the resources available to build a new process, the knowledge of ITIL by those who will build the process, etc. I've been working with IT and ITSM, to include studying ITIL process improvement concepts f...
by Corde Wagner
Mon Jun 07, 2021 10:53 pm
Forum: ITIL 4 Updates
Topic: Planned outage - is it a Change?
Replies: 1
Views: 16887

Re: Planned outage - is it a Change?

When I'm assessing a change that includes moving of infrastructure, the risks you would evauate is the amount of infrastructure you're moving and the amount of complexity associated with the move of the infrastructure. For example and in simple terms: moving an entire rack of non-redundant (not faul...