Search found 109 matches

by mnsmith
Tue Oct 13, 2009 11:38 am
Forum: ITIL Discussion
Topic: [b]Document of agreement and procedure (DAP)[/b]
Replies: 5
Views: 5798

Bunti It sounds like you are wanting a Service Level Agreement (SLA) and/or an Under Pinning Contract (UPC). You might find some good templates on the internet but remeber to use them for guidance only - it's your service so make sure you are agreeing procedures you want, not what someone else in th...
by mnsmith
Fri Oct 09, 2009 8:15 am
Forum: ITIL Discussion
Topic: Service Call Status Changes form Void to other Status
Replies: 4
Views: 3925

Santosh

The best way to update the status is to open the service ticket and edit the status field to "in progress".

Hope that helps :lol:

Mick
by mnsmith
Thu Oct 08, 2009 6:32 am
Forum: Change Management
Topic: Change vs Service Transition
Replies: 1
Views: 2409

Change vs Service Transition

Hello All I'm after a little bit of advise on ITIL processes so thought I'd come to my favourite ITIL based forum. We currently have quite a mature Change Management process and a fledgling Service Transition process for new and updated services. They have both been developed in isolation so they do...
by mnsmith
Fri Aug 28, 2009 8:10 am
Forum: ITIL Service Delivery
Topic: Financial Management
Replies: 6
Views: 7534

Chosen One You are correct in thinking that it in business it should be mandatory to charge but you have to remember that ITIL is not just used in the business sector. I work in the public sector, where most of the time we don't charge each other to use the IT services we provide, but we still have ...
by mnsmith
Tue Aug 25, 2009 11:56 am
Forum: Miscellaneous
Topic: SLA's in TSRM (aka Maximo)
Replies: 6
Views: 8489

by mnsmith
Thu Aug 13, 2009 7:19 am
Forum: Change Management
Topic: Change Request-RFC
Replies: 1
Views: 2879

by mnsmith
Thu Aug 13, 2009 7:16 am
Forum: ITIL Discussion
Topic: Change Requests-RFC
Replies: 9
Views: 6592

by mnsmith
Mon Aug 03, 2009 7:39 am
Forum: The ITIL Service Desk
Topic: About Service Desk
Replies: 3
Views: 4459

by mnsmith
Mon Aug 03, 2009 7:35 am
Forum: Problem Management
Topic: Problem Control & Error Control
Replies: 4
Views: 7147

by mnsmith
Thu Jul 23, 2009 7:30 am
Forum: Problem Management
Topic: Problem Resolution Scenario
Replies: 10
Views: 9670

by mnsmith
Thu May 28, 2009 11:27 am
Forum: Change Management
Topic: Is change record required
Replies: 20
Views: 12495

by mnsmith
Thu May 28, 2009 11:01 am
Forum: Change Management
Topic: Is change record required
Replies: 20
Views: 12495

by mnsmith
Tue Apr 28, 2009 6:02 am
Forum: Change Management
Topic: Is this a Change?
Replies: 5
Views: 3835

by mnsmith
Mon Apr 27, 2009 7:31 am
Forum: Configuration Management
Topic: CI naming convention and changement
Replies: 7
Views: 14792

by mnsmith
Tue Apr 14, 2009 5:30 am
Forum: Change Management
Topic: Rescheduled Change
Replies: 7
Views: 6379