Search found 117 matches

by viv121
Sun Jan 24, 2016 7:20 am
Forum: Problem Management
Topic: Defect Management through Problem Management
Replies: 1
Views: 5978

There is an agreed cooling period or the Post Implementation period after an application is gone live or it is enhanced from its previous version. Within this period the issues encountered on the 'new' or 'enhanced' functionality are not recorded on the ITSM tool i.e. as Incidents and subsequently P...
by viv121
Sun Jan 24, 2016 7:07 am
Forum: Problem Management
Topic: PR/incident created during change freeze period
Replies: 1
Views: 5184

Freeze periods are meant to maintain high system availability through limiting the number of changes. So maintaining high system availability is the purpose and change freeze is just an enabler. If there is anything threatening your availability and Emergency change is the only way out, so be it. Yo...
by viv121
Mon Jan 11, 2016 1:00 am
Forum: Change Management
Topic: Am I doing enough as a Change Manager?
Replies: 2
Views: 3662

Am I doing enough as a Change Manager

UKViking Thanks for your response and its always a pleasure to hear from you. Answers to your questions : what do you report to management ? My report is aimed at driving behaviors. They include how many changes failed with their root cause. How many Emergency changes and why? Changes that resulted ...
by viv121
Wed Dec 16, 2015 3:07 am
Forum: Change Management
Topic: Am I doing enough as a Change Manager?
Replies: 2
Views: 3662

Am I doing enough as a Change Manager?

I know the answer is IT DEPENDS but in my role as a change manager I am ensuring that a change activity is submitted in good time, have mention of right config items, have abiility to implement, verify and back out, are tested to business satisfaction, have no conflicts with other change activities,...
by viv121
Wed May 21, 2014 7:00 am
Forum: Change Management
Topic: Failed change clarification
Replies: 4
Views: 8111

I would agree that a backed out change has actually failed to deliver its objectives.
by viv121
Tue Oct 02, 2012 4:29 am
Forum: The ITIL Service Desk
Topic: Event Management KPIs
Replies: 7
Views: 14800

Thanks John for being the first one as always. I thought I'll wait for Diarmind before any comments. But the purpose of the KPI is same as any other KPI and that of continual service improvement. Similar to Change Management KPI of Failed change where the KPI itself doesn't mean that the change owne...
by viv121
Tue Oct 02, 2012 1:42 am
Forum: The ITIL Service Desk
Topic: Event Management KPIs
Replies: 7
Views: 14800

Event Management KPIs

Hi folks, Am looking for some KPIs for Event Management. We have a fully established monitoring team that's supposed to send alerts for any potential eventualities. We have a degree of automation too (Patrol, Candle etc) and these tools are capable of opening auto-Incidents and flash reports to supp...
by viv121
Mon Sep 24, 2012 7:57 am
Forum: Change Management
Topic: How to Reduce unplanned and emergency changes
Replies: 6
Views: 9953

Measure to improve. 1. Find out how many unplanned/Emergency changes are there. 2. Find out why they are Emergency. Are they in response to incidents or in response to Business dynamism? Are they good or are they bad? Put accountability. A Senior Manager should be held accountable for an unplanned/E...
by viv121
Thu Jan 12, 2012 2:39 am
Forum: Change Management
Topic: Change KPIs
Replies: 4
Views: 5185

Change KPIs

Hi All, Ok , I rememebr the second question that I had. We have an established set of KPIs based on certain research paper. We have put Emergency change targets, failed , disruptive change targets etc. I read in a CA paper that high performing organizations keep the Emergency change at 6% and disrup...
by viv121
Wed Jan 11, 2012 1:59 am
Forum: Change Management
Topic: Change KPIs
Replies: 4
Views: 5185

brilliant . thanks Diarmind
by viv121
Tue Jan 10, 2012 6:58 am
Forum: Change Management
Topic: Change KPIs
Replies: 4
Views: 5185

Change KPIs

Hello to All, I returned to this forum almost after one year. Was quite a regular earlier but last one year gave me no opportunity to walk upto to you guys. Am back with a couple of questions on Change KPIs as I am revisiting them in my organization ( new year resolution , bear me for a month) Defin...
by viv121
Fri Aug 06, 2010 6:54 am
Forum: Change Management
Topic: Continuous Service Improvement
Replies: 5
Views: 5845

Guys, let's not confuse between continuous and continual. People will be willing to read and help if you put the first sentence correctly.
by viv121
Mon Jul 19, 2010 10:06 am
Forum: Configuration Management
Topic: Do we need to add all desktops allocated to users in CMDB ?
Replies: 3
Views: 8735

To add to two posts. Assets and CIs are normally seen as two different things. While Assets can be a CI, the vice versa might not be true. for practical purposes, the assets for which a change record is raised are maintained in the CMDB. We don't normally raise change orders for Desktops and laptops...
by viv121
Thu Jul 15, 2010 8:28 am
Forum: Change Management
Topic: Change Request required fields
Replies: 13
Views: 9742

Its like there is just one way to moksha/salvation/god god and there are a number of ways to reach there. I felt that ways.
by viv121
Thu Jul 15, 2010 5:24 am
Forum: Change Management
Topic: Change Request required fields
Replies: 13
Views: 9742

I ask the following questions in the CAB or while approving the changes. Will the auditors of my organization catch hold of me? Will there be an outage associated with this change? When? Is the outage scheduled within the SLA’s maintenance window ? How long? Who will be affected (internal or externa...