Search found 117 matches

by viv121
Fri Jul 09, 2010 2:27 pm
Forum: Problem Management
Topic: Ticket Volume or Severity based approach
Replies: 2
Views: 4452

Milo012007,

How do you define effective please? Am sorry, am at loss at tis question. What will you do if you become effective?
by viv121
Fri Jul 09, 2010 2:20 pm
Forum: Problem Management
Topic: IT training for Root Cause Analysis
Replies: 8
Views: 11423

Geoff, Hope you have taken tests in ITIL. When I took the test, I actually did the root cause analysis. I got the right answers and I did so by eliminating the not so right answers. Root cause is based on law of elimination. When we are eliminating a cause we answer at least 5 whys why we are elimin...
by viv121
Wed Jul 07, 2010 2:58 pm
Forum: ITIL Discussion
Topic: ITIL templetes
Replies: 16
Views: 9389

Screeeeem, Based on the number of years behind you, could you please suggest us all that how do we do ITIL project? Are you as well trying to 'implement' ITIL somewhere? I think we need your help more than what you need out of us. I really find myself too wet behind my ears after reading your initia...
by viv121
Tue Jun 22, 2010 7:00 am
Forum: Change Management
Topic: End Time on RFC's
Replies: 12
Views: 10571

Saravan,

It depends how you want it and more specifically what you have agreed with your customer. I think you shouldn't call it a 'failed' change if it over runs the project TSO time. However, you run in a risk of losing on money if the downtime goes beyond what you have agreed with your customer.
by viv121
Tue Jun 08, 2010 10:54 am
Forum: Change Management
Topic: Wait periods after change implementation
Replies: 3
Views: 4704

There is a wait period which is normally due to requirement of the change to be verified by the business stake-holders. If its not required by business then it should not be there. Also, as Diarmid said we can't rule out exceptional circumstances like Microsoft asking you to wait for a while to see ...
by viv121
Thu May 27, 2010 5:04 am
Forum: The ITIL Service Desk
Topic: Incident Management Reporting Help
Replies: 5
Views: 5723

DJLong, Are you looking for a template? How urgently do you need it? There are many who would share templates with you on this forum but you need to tell how urgently do you need. We are professional hackers and we could hack the best in class template for you depending on your urgency and your abil...
by viv121
Wed May 26, 2010 10:23 am
Forum: Problem Management
Topic: Major Incident
Replies: 8
Views: 9853

Do we have failed incidents in that case?
by viv121
Wed May 26, 2010 8:51 am
Forum: The ITIL Service Desk
Topic: Failed incidents?
Replies: 7
Views: 6427

I know most of the answers expect the two. I don't know the names of all the French, Prussians, Russians and the Japanese. I think easier question (whilst I sought answer) would have been what/which countries.
by viv121
Wed May 26, 2010 7:29 am
Forum: The ITIL Service Desk
Topic: Failed incidents?
Replies: 7
Views: 6427

That was easy. Wasn't it?
by viv121
Tue May 25, 2010 8:42 am
Forum: The ITIL Service Desk
Topic: Failed incidents?
Replies: 7
Views: 6427

Failed incidents?

Hello All, Do we know if we have a concept of a failed incident anywhere? Something on the lines of failed change really. I am coming from instances where my infrastructure support teams couldn't resolve the medium priority incident and wanted to know if they can associate them to problem and the re...
by viv121
Sat May 22, 2010 3:33 am
Forum: Problem Management
Topic: Incident to Problem in Application Environment
Replies: 8
Views: 7808

Aulvin, You have a point when you say that you are struggling with the problems. Everyone struggles with problems dear friend. You said you have 200 incidents opened per month. I suggest you go ahead and raise 400 problems raised per month and you'll have a working problem management management. On ...
by viv121
Thu May 20, 2010 4:59 am
Forum: ITIL Service Delivery
Topic: SLM Sample Report Needed
Replies: 42
Views: 39315

Ala, Sure you don't want others to quit their jobs. Guys out here might not be as ambitious and not have worked in conglomerates. Thanks for your appearance though. You have just re-inforced the ethos on which this forum work and what ITIL tells. Try some ethical hacking and you'll get the templates...
by viv121
Thu May 20, 2010 4:40 am
Forum: Change Management
Topic: Change closures by implementing analyst - carrot or stick?
Replies: 13
Views: 8783

I can't agree more with you DYbeach. I too agree that physical violence is part of knowledge management. Non-believers can read 'Art of War' by by Sun Tzu ( forgive me if sic, I meant some Chinese guy with medieval name or medieval guy with a chinese name). This is amongst the most established books...
by viv121
Sun May 16, 2010 12:48 pm
Forum: The ITIL Service Desk
Topic: What's the difference between customers and uses?
Replies: 7
Views: 6773

Customer charge the user and IT charge the customer. Moreover, they are als spelt differently.
by viv121
Thu Apr 22, 2010 9:08 am
Forum: Miscellaneous
Topic: Knowledge Management
Replies: 6
Views: 7376

DIKW model looks well defined. I am interested in knowing if we have actually seen Chief Knowledge Officer in Organization. As per the wiki ,the guy is expected to manage the 'intellectual capital of the organization' that would surely mean intellect and wisdom and not limited to the know-how to how...