Search found 109 matches

by mnsmith
Fri Jan 29, 2010 11:17 am
Forum: Change Management
Topic: RFC Reporting Dates
Replies: 8
Views: 4568

My experience is that people aren't really bothered as long as:- 1. It is reported somewhere 2. It is reported consistently. Swansong - that's my problem. I don't mind which way it's reported and neither do my stakeholders - we just know we want to see the figures so we can identify any worrying tr...
by mnsmith
Fri Jan 29, 2010 8:23 am
Forum: Change Management
Topic: RFC Reporting Dates
Replies: 8
Views: 4568

RFC Reporting Dates

Hello I've got a question for all of the change experts out there. I have an auto-generated generated report for each month showing the number of changes successfully implemented and (more importantly) the number of changes which failed. These changes are included in the monthly report corresponding...
by mnsmith
Thu Jan 28, 2010 5:08 am
Forum: Change Management
Topic: Online Change Approvals
Replies: 18
Views: 10725

Hello I use online approvals for minor and significant changes, so that the CAB can review the changes in their own time and I don't have to try to get a dynamic group of people into a room each week. I used to use online approvals for emergency changes but I found it didn't work. One of the criteri...
by mnsmith
Mon Jan 25, 2010 8:54 am
Forum: ITIL Service Delivery
Topic: ITIL V3 Availability and Capacity Outputs
Replies: 2
Views: 5417

Uniken Although I agree with Mr Viking, it's worth adding that although there are some obvious links between processes, you can actually map an link from every process to every other process. Therefore, to answer you question "have I missed something", yes - you've missed a lot. Hope that helps Mick
by mnsmith
Mon Jan 18, 2010 10:16 am
Forum: ITIL Discussion
Topic: Service Transition - Entry / Exit Criteria
Replies: 18
Views: 13579

RamaKrishna

Here's another option:

Entry Condition - a new service is developed which needs transitioning
Exit Condition - the service has been transitioned

That's about a generic as I can get as my entry criteria will be different to yours.

Hope that helps
by mnsmith
Wed Jan 06, 2010 6:35 am
Forum: ITIL Discussion
Topic: ITIL FOUNDATION v3 questions
Replies: 7
Views: 3916

Hello ihab Welcome to the forum. Please feel free to ask any questions in relation to ITIL if you are stuck and can't find the answers elsewhere. However, here's a little helpful advice. Go to Google (other search engines are available) and search for "online ITIL 3 foundation qualification" and see...
by mnsmith
Tue Jan 05, 2010 4:39 am
Forum: Configuration Management
Topic: Creating a Configuration MGT Procedure and Policy
Replies: 4
Views: 7242

Jeff I've had a go at writing one numerous times over the years and have come to the conclusion that you need to use the KISS method - keep it simple stupid. Your policy could probably fit on one piece of A4 and should states things like: - who's in charge of config mgmt - roles/responsiblities - th...
by mnsmith
Mon Jan 04, 2010 5:09 am
Forum: Change Management
Topic: Change Embargo
Replies: 5
Views: 5431

Hi Change Management exists to reduce the risk of failure when changes are made to an IT system. Change Freezes are a method reduce the risk of failure further. The two main reasons behind a Christmas change freeze are: 1) it's traditionally a busier time for the customer (this may or may not be $$ ...
by mnsmith
Thu Dec 31, 2009 9:22 am
Forum: ITIL Jobs
Topic: Seeking ITIL process manager position in Dubai - UAE
Replies: 28
Views: 23734

UKVIKING wrote:
(snip)
I will tonight write what I think you should written
(snip)
John - I know you are dedicated to this forum but you should really let your hair down tonight, like the rest of us.

Happy New Year

Mick
by mnsmith
Wed Dec 23, 2009 10:25 am
Forum: The ITIL Service Desk
Topic: SLA others
Replies: 6
Views: 6023

Hi

It doesn't matter who owns the SLA, both the customer and the supplier should have a clear understanding of how it's measure.
by mnsmith
Wed Dec 23, 2009 8:55 am
Forum: The ITIL Service Desk
Topic: SLA others
Replies: 6
Views: 6023

When setting up an SLA you need to make sure it's measurable, otherwise it's not worth the paper it's written on. Therefore, if neither you or your suppliers can provide a reliable method of measuring the SLA, you may as well ignore it.
by mnsmith
Wed Dec 23, 2009 6:01 am
Forum: ITIL Discussion
Topic: What makes one a good ITIL consultant?
Replies: 9
Views: 7052

Hi The answer to your question is experience, experience, experience (in that order). You don't need to have specific knowledge of the technical aspects but having a sound background in implementing ITIL in numerous environments is a must. A good understanding of the theory will enable you to teach ...
by mnsmith
Wed Dec 02, 2009 11:24 am
Forum: ITIL Service Delivery
Topic: 24x7 Problem Management - Your Thoughts?
Replies: 4
Views: 7693

Hello We provide 24x7 "Problem Management" in the form of an on-call manager, who's main job is to manage critical incidents when the reset of the department on tucked up in bed. We don't do any other problem management, either pro-active or reactive. Yes, this costs a few pounds each year but the o...
by mnsmith
Fri Nov 27, 2009 3:41 am
Forum: ITIL Certification
Topic: path?
Replies: 18
Views: 10428

rupak_85

The ITIL material is covered by copyright so if you want a "dump" of it, you are going to have to pay for it from a reputable source.

Mick
by mnsmith
Thu Nov 26, 2009 6:46 am
Forum: ITIL Jobs
Topic: i need strong basic information!!
Replies: 47
Views: 30741

Ambi I will try and give you some basic advice about ITIL. ITIL is not a skill, it's a bit of theory. If you wanted to be a java programmer, you would learn the basics and (with a little luck) you should get a job writing java code. You will be at the bottom of the java career ladder but it's a star...