Search found 57 matches

by dam
Thu Dec 10, 2009 8:22 am
Forum: ITIL Discussion
Topic: Definition of risk within the Service Strategy phase.
Replies: 2
Views: 3204

Liz thanks for this quick reply. After having read this paragraph it seems clear to me that the right definition of risk (or at least the one closer to the official ITIL verb) is the first one I cited. from "Foundations of IT service management based on ITIL V3" (page 65) “Risk is an uncertain outco...
by dam
Thu Dec 10, 2009 5:08 am
Forum: ITIL Jobs
Topic: please help me!! i will be gracefull to you forever..plz
Replies: 10
Views: 8902

Guys, I've always appreciated the humour used in this forum to liquidate improper postings. By the way don't forget that India is today a major playground for outsourced western IT services. Therefore it is not surprising that people there look at the ITIL certifications as a miraculous key for thei...
by dam
Thu Dec 10, 2009 4:05 am
Forum: ITIL Discussion
Topic: Definition of risk within the Service Strategy phase.
Replies: 2
Views: 3204

Definition of risk within the Service Strategy phase.

Hi there, This is pretty theoretical ITIL question so of you are looking for real world stories this post is not for you. I’m actually in the process of self studying for the ITIL foundation certificate, and having first learned ITIL on the field with V2 (on the blue book!) a couple of years ago, I’...
by dam
Tue Dec 08, 2009 7:14 am
Forum: The ITIL Service Desk
Topic: Service Desk or SLA first
Replies: 10
Views: 7698

in literature what I mentioned above is called "the Hawthorne effect": when the metrics become the driving factor
by dam
Tue Dec 08, 2009 5:57 am
Forum: The ITIL Service Desk
Topic: Service Desk or SLA first
Replies: 10
Views: 7698

I really recommend you to first implement the Service Desk, and then work on the SLA. This is my point of view that I have validated upon my experience, and I tell why I think you should do that. The service desk is made by people, and they perform an activity that is crucial for the business even i...
by dam
Mon Dec 07, 2009 1:35 pm
Forum: Problem Management
Topic: Problem Management Free for all
Replies: 6
Views: 8720

In the context of an ITIL organisation the problem management activity is strictly related to the incident management activity. People from outside the process cannot state if an issue is an incident, a problem or whatever. They are not supposed to know the process into details and they shouldn’t. I...
by dam
Mon Dec 07, 2009 7:37 am
Forum: ITIL Certification
Topic: ITIL V3 Foundations Questions - Urgent
Replies: 8
Views: 7656

This is why we are answering the way that we do when we get exam related questions I agree with you that reasoning in terms of A,BC and D doesn't bring to a global improvement in service management. Nonetheless I'd leave the door open to discussions about answers to exam questions, it is interestin...
by dam
Thu Dec 03, 2009 3:43 am
Forum: ITIL Discussion
Topic: V2 or V3 - ITIL gurus discuss
Replies: 7
Views: 5433

To be very very concise: ITIL V2 is more focused on a vision of IT as IT driven systems in relation with the business, ITIL V3 is much more oriented on a service-centred, business-driven vision. Itil V2 is more practical and so probably easier to put into practise. Itil V3 is more verbose but probab...
by dam
Wed Dec 02, 2009 11:30 am
Forum: ITIL Service Delivery
Topic: 24x7 Problem Management - Your Thoughts?
Replies: 4
Views: 7619

Hi PMPhil, From my point of view this question doesn’t really make sense. The difference between Incident Management and Problems Management is that the goal of the IM activity is to restore the disrupted service the soonest; the goal of PM is the continuous improvement of the service by eradicating...
by dam
Mon Nov 30, 2009 3:46 pm
Forum: ITIL Jobs
Topic: i need strong basic information!!
Replies: 47
Views: 30324

As Swiss Tony says there is a lot of outsourcing to India going on in Service Desk and IT services management in general. When you outsource, formalised processes become even more important and especially when there is a significant distance/cultural difference/different way of doing things, sharing...
by dam
Mon Nov 30, 2009 3:13 pm
Forum: ITIL Certification
Topic: Foundation Study Material
Replies: 10
Views: 9224

Hi Timo, I understand your position but I don't agree with you on one point, you say "no book will replace the experience". I think that when you have field experience, even ITIL oriented field experience as in my case, you have to get trough the books to have a look a what you have done and what yo...
by dam
Sun Nov 29, 2009 6:52 am
Forum: ITIL Certification
Topic: Foundation Study Material
Replies: 10
Views: 9224

Hi Liz,
a quick update (I've just ordered these books ), the third one is now available in a new edition (Published: 30 Sep 2009):

Passing your ITIL® Foundation Exam - 2nd Edition
ISBN: 9780113312061

cheers,
Dam
by dam
Sun Nov 29, 2009 6:13 am
Forum: ITIL Certification
Topic: Foundation Study Material
Replies: 10
Views: 9224

Thanks Liz for this very useful information! (I've been working with ITIL for a while and now I've finally decided to pass the exam...) At the riskof repeating myself... ITIL V3 Foundation Handbook ISBN: 9780113311712 and/or Foundations of IT Service Management Based on ITIL V3 ISBN: 9789087530570 a...
by dam
Thu Mar 06, 2008 9:34 am
Forum: ITIL Discussion
Topic: Difference between Active Monitoring and Passive Monitoring
Replies: 5
Views: 7435

by dam
Tue Feb 12, 2008 10:37 am
Forum: The ITIL Service Desk
Topic: One ore several incident records?
Replies: 17
Views: 14013