Search found 129 matches

by jpgilles
Wed Mar 06, 2019 5:10 am
Forum: The ITIL Service Desk
Topic: Single or Multiple Tickets?
Replies: 4
Views: 2498

Re: Single or Multiple Tickets?

If your process and ITSM tool allows it, you could have one single ticket handlig that monthly request. That ticket generates as many tasks as required to complete the request. For example a task can be to delete all items for a single user or all the windows account for all users while another task...
by jpgilles
Wed Mar 06, 2019 5:00 am
Forum: The ITIL Service Desk
Topic: How to reduce Service Desk calls?
Replies: 4
Views: 1034

Re: How to reduce Service Desk calls?

Hi, from a user point of view, having to deal with two different numbers to call depending on the issue it just the WORST support organization: that means that, as a user, I need to understand enough of the technology and the support organization to make a first diagnosis... One of the oldest ITIL c...
by jpgilles
Thu Aug 23, 2018 10:43 am
Forum: Change Management
Topic: Change Management - Successful or Failure??
Replies: 5
Views: 1626

a little bit further

My 2 cents... UKIT is right: a change that negatively affects the service that is supposed to be provided cannot be called "successful". However, I like the idea of "failed change" meaning that the change could not be implemented (technically speaking) and needs to be re-scheduled. So another status...
by jpgilles
Thu Aug 23, 2018 10:33 am
Forum: Problem Management
Topic: Argument on INcident and Problem
Replies: 2
Views: 3137

think about reality

Sorry to be late in answering...I don't spend as much time on this forum as I used to ... As a former ITIL trainer, I found out that the difference between incident management and problem management is one of the most difficult concepts for IT guys to understand... as for most of them "you cannot re...
by jpgilles
Thu Aug 23, 2018 10:17 am
Forum: The ITIL Service Desk
Topic: Losing visibility of service requests
Replies: 4
Views: 2638

what is your tool capable of?

To me, in ITIL concepts, the incident should stay with the service desk; a task should be assigned to one (or more) support group(s), with proper OLA(s), and the SD should monitor the work of the support team(s) vs this(these) OLA(s). unfortunately, some so-called "ITIL-Compliant" tools do not allow...
by jpgilles
Thu Aug 23, 2018 10:07 am
Forum: ITIL Discussion
Topic: ITIL Network Availability Measurement Calculation. Tricky?
Replies: 2
Views: 1951

think about services not infrastructure

Network availability as such has no meanings to me ... Network is a set of hardware and software components that are assembled to provide some services. What SLAs should measure is availability of services. as such, in your scenario, I understand that "network" is contributing to 2 different service...
by jpgilles
Thu May 27, 2010 3:02 am
Forum: Problem Management
Topic: Major Incident
Replies: 8
Views: 9286

To me, whether or not a problem is open does not change IM's responsibility. But you can probably adapt your IM process so that , in rare cases of a majour outage, for which no way to restore the service is identified, the incident is escalated to PM as a URGENT PROBLEM so it is investigated immedia...
by jpgilles
Wed May 26, 2010 4:31 am
Forum: ITIL Discussion
Topic: IM - 'Suspend Incident' criteria + process
Replies: 12
Views: 7951

Well, there can be technical limitations of course, but that's not the matter here. My point is rather that, as a Service Provider, do I want to measure the quality of the services I am providing to my clients , or do I want to measure the quality of service to the end-users (which means the quality...
by jpgilles
Tue May 25, 2010 6:24 am
Forum: ITIL Discussion
Topic: IM - 'Suspend Incident' criteria + process
Replies: 12
Views: 7951

Hi there, In my company (outsourcing business) we DO suspend "tickets", mainly because the SLAs attached to the different types of incidents were originally designed to measure OUR performance as a service provider. For example: if I am to deliver a PC in 5 days (providing there is a PC in stock) ,b...
by jpgilles
Mon Jan 18, 2010 2:53 am
Forum: Change Management
Topic: Change Embargo
Replies: 5
Views: 5120

Some companies I have worked with had established a change freeze for Accounting/Financial closing Closing: year end closing is a very business critical activuty that had to be performed with less ressources and IT support: risk mitigation called for not allowing any IT change (with the exception of...
by jpgilles
Fri Jan 15, 2010 3:14 am
Forum: Configuration Management
Topic: Creating a Configuration MGT Procedure and Policy
Replies: 4
Views: 6866

Hi, I am currently reviewing our Configuration Management process. THe process itself is quite simple (creating and managing the CMDB structure, Updating the CMDB, Auditing and Controling the CMDB are the main sub-processes). The complexity comes with the implementation. The first choice of the comp...
by jpgilles
Thu Jan 14, 2010 11:22 am
Forum: ITIL Service Delivery
Topic: Availability and Svc Continuity Mgmt
Replies: 4
Views: 6586

Hi, In my understanding Availbility Management and Continuity Management are totally different. - AM is about ensuring the agreed availability under NORMAL conditions of operations: your datacenter is up, your people are available, your service infrastructure is available too, and you "only" have to...
by jpgilles
Thu Jan 14, 2010 5:39 am
Forum: ITIL Discussion
Topic: What makes one a good ITIL consultant?
Replies: 9
Views: 6538

Hi there, I am not sure I can describe what makes a good ITIL consultant, but I have some ideas about what can make a sadly bad ITIL consultant. * knowing ITIL by the books, without having dealt with real IT operations * considering that successful implementation in company X can be copied onto comp...
by jpgilles
Thu Jun 18, 2009 12:45 pm
Forum: Problem Management
Topic: RACI for Problem Management
Replies: 12
Views: 17046

by jpgilles
Thu Jun 18, 2009 11:58 am
Forum: ITIL Discussion
Topic: Customer satisfaction evaluation
Replies: 9
Views: 5313

be carefull