Search found 105 matches

by rpmason
Wed Mar 16, 2011 12:15 pm
Forum: ITIL Certification
Topic: ITIL V3 Bridging exam
Replies: 32
Views: 29964

Passed the V3 Bridge course last Friday. Whew! I did my pre-course studying using the Colin Rudd's "The Manager's Bridge Certificate in IT Service Management" and the 5 OGC's Key Element guides. During the 4-1/2 day course, I used the instructor's printed slide show but reviewed the instructor's key...
by rpmason
Thu Nov 18, 2010 9:31 am
Forum: Change Management
Topic: Change Originator/Change Submitter - Who ?
Replies: 6
Views: 7536

ITIL regulations. First, ITIL is a framework not a regulation.

Section 8.5.2 of the V2 Service Support book says, "...all members of the organization be authorized to request changes."
by rpmason
Fri Oct 22, 2010 9:45 am
Forum: Miscellaneous
Topic: peoplecert using "ITIL Community Forum" on their w
Replies: 1
Views: 3684

peoplecert using "ITIL Community Forum" on their w

ITILAdmin, An aggregator site is using your copyrighted name for a section. http://www (dot) itil-itsm-peoplecert (dot) com/category/itil-community-forum/ The IT Skeptic's recently been calling him on the use of copyright material without attribution so I took a peek. When I clicked on their "ITIL C...
by rpmason
Tue Sep 07, 2010 5:18 pm
Forum: The ITIL Service Desk
Topic: Incident Management - define a 'sleeping ticket'
Replies: 7
Views: 7124

Re: Incident Management - define a 'sleeping ticket'

diGit_S wrote:How long should an open incident be inactive before you can call it 'sleeping'?
42.

Sorry, couldn't resist.
by rpmason
Tue Jun 08, 2010 5:25 pm
Forum: ITIL Certification
Topic: ITIL V3 Bridging exam
Replies: 32
Views: 29964

Re: The Manager's bridging exam is not easy....

...used the 5 'Key Element Guides', the book by Colin Rudd titled 'The Managers Bridge Certificate in IT Service Management - A guide for ITIL V3 Exam Candidates' and the 'Introduction to ITIL V3' as the primary sources for pre-course reading. Chris, were any of your sources more helpful than other...
by rpmason
Mon May 24, 2010 9:31 am
Forum: Change Management
Topic: They got me to talk
Replies: 15
Views: 9408

A slide presentation should contain big pictures and few words. The discussion is the focus of the event, the slides are eye candy. I suggest taking a look at the Presentation Zen website. For complex information, it's a bit over the top but I try to find a happy medium. Mark Twain said, "I didn't h...
by rpmason
Mon May 17, 2010 9:47 am
Forum: ITIL Certification
Topic: ITIL Service Manager exam
Replies: 1
Views: 3940

Three topics down is a discussion called "exam this saturday on ISEB SSS case study - Any last min poi". Please read that one (and the other topics it points to). I don't think I've seen a discussion here go into detail about a specific case study. The exam is about YOUR interpretation of the case s...
by rpmason
Fri Apr 16, 2010 10:03 am
Forum: Problem Management
Topic: Underlying Problems
Replies: 4
Views: 5418

Diarmid, you're right. I only searched my email for the info; I didn't re-read any of it.
by rpmason
Fri Apr 16, 2010 9:25 am
Forum: Problem Management
Topic: Underlying Problems
Replies: 4
Views: 5418

Welcome to arguably one of the most confusing aspect of ITIL Service Support (or Service Operations). I've seen a couple discussions that went on for seemingly weeks. Check the "Does a Major Incident automatically lead to the creation of a problem record?" discussion within LinkedIn's "ITIL v2 / v3 ...
by rpmason
Wed Apr 14, 2010 1:31 pm
Forum: ITIL Discussion
Topic: Business Analyst
Replies: 21
Views: 10731

Cinbad, Given the info that you've provided, we can't know. From a business analyst perspective, I think the questions you need to ask are how can ITIL help me; help my business? Will ITIL help you: ITSM is about managing IT services for the customer. If you don't work in IT, certs in ITIL probably ...
by rpmason
Wed Apr 14, 2010 12:34 pm
Forum: Change Management
Topic: CAB and outsourcing of IT
Replies: 6
Views: 7220

Diarmid wrote:Still it is only risk against cost when it gets down to it, and risks are notoriously difficult to quantify when there are savings to be made.
Wise words. Just ask Akio Toyoda.
by rpmason
Tue Apr 06, 2010 4:23 pm
Forum: ITIL Certification
Topic: exam this saturday on ISEB SSS case study - Any last min poi
Replies: 12
Views: 11333

Puskar, Look down the forum about 4 topics and open "V2 Managers Exams in April". Lots of good info in the first 5 or so posts. I don't have any specifics on the SSS case study, but our instructor had us put our case study company's strengths, weaknesss, opportunities, threats (SWOTs) in a matrix. F...
by rpmason
Tue Apr 06, 2010 4:08 pm
Forum: The ITIL Service Desk
Topic: "Perceived Incident"???
Replies: 2
Views: 3564

I'd call it a closed incident. :-) Actually I'd categorize it as "user error". You might need to add a procedure for such "perceived" incidents. What do you currently do if someone reports an incident but no one can recreate it? You could probably follow that procedure, just close (or cancel) the in...
by rpmason
Thu Apr 01, 2010 1:56 pm
Forum: The ITIL Service Desk
Topic: ITIL question
Replies: 5
Views: 5618

Maybe ITIL should be Infrastructure Topeka Information Library?
by rpmason
Thu Apr 01, 2010 9:25 am
Forum: Change Management
Topic: Successful Change Definition ?
Replies: 20
Views: 15571

I have a sneaking suspicion that it's April 1st where Viv lives.