Search found 117 matches

by viv121
Tue Apr 20, 2010 12:40 pm
Forum: The ITIL Service Desk
Topic: Ticketing System Recommendations?
Replies: 4
Views: 5870

Please go to double u double u dot google dor com
by viv121
Mon Apr 19, 2010 3:49 am
Forum: Problem Management
Topic: Outage duration calculation
Replies: 8
Views: 7510

[Thanks a lot for clarifying the doubt . You are right , if the outage duration falls outside the agreed service hours , shall not be added to the outage duration.] I guess UNViking BRIEFly didn't said that if outage duration falls outside the agreed service hours, it shall not be considered as outa...
by viv121
Fri Apr 09, 2010 9:27 am
Forum: Change Management
Topic: Customer / User notification of change
Replies: 8
Views: 6555

Try Newsgator. It works. Alarmpoint is cool. ITIL is not about a tool
by viv121
Fri Apr 09, 2010 9:25 am
Forum: Problem Management
Topic: Solutions Adoption
Replies: 2
Views: 4151

Kaps.

Diarmid means what you you mean?
by viv121
Fri Apr 09, 2010 9:23 am
Forum: Change Management
Topic: Change closures by implementing analyst - carrot or stick?
Replies: 13
Views: 8786

Physical violence should be approved by CAB. Neil, you have the answers in your question. It has to be carrot and stick approach. If you don't have a 'working' change management, use the Incident management to get it working. Helpdesk and the Incident management are normally amongst the first functi...
by viv121
Tue Apr 06, 2010 1:09 pm
Forum: Configuration Management
Topic: Is Incident Management a CI?
Replies: 1
Views: 4891

Is Incident Management a CI?

Hi Guys, Is Incident Management or for that matter any other service management can be called a Service CI? The Incident management as a service is configurable. What that means is that there can be changes which could be brought into the attributes of the way the Incident Management as a service wo...
by viv121
Tue Apr 06, 2010 1:03 pm
Forum: Configuration Management
Topic: Virtualisation & Configuration Management
Replies: 3
Views: 6495

Tomahawk, I am not too sure but would think that the virtual servers should be logged in the same way as the other CIs. It depends on how many attributes do we have associated with the CI and we are able to add the relevant information like the relation with other CIs, versioning, snapshots etc, we ...
by viv121
Tue Apr 06, 2010 12:37 pm
Forum: Change Management
Topic: Successful Change Definition ?
Replies: 20
Views: 16393

I survived five more days RP. It looks like an exam question really but it was meant for a KPI which changement never looks into. Piloting is normally eaten away in the transition while helpdesk calls after a change is a change management KPI. However, its mostly for the failed changes. What we fail...
by viv121
Tue Apr 06, 2010 12:28 pm
Forum: The ITIL Service Desk
Topic: ITIL question
Replies: 5
Views: 6022

ITIL question

Timo, I actually got into the dictionary to find out some meanings of insfrastucture. The below are the definitions. 1. The basic, underlying framework or features of a system or organization. 2.the fundamental facilities and systems serving a country, city, or area, as transportation and communicat...
by viv121
Thu Apr 01, 2010 4:02 am
Forum: The ITIL Service Desk
Topic: ITIL question
Replies: 5
Views: 6022

ok, am happy to take any bashings for the question. We have some folks who'll kill to respond to anything. Give some attention to this one. This is an ITIL question
by viv121
Wed Mar 31, 2010 4:19 pm
Forum: The ITIL Service Desk
Topic: ITIL question
Replies: 5
Views: 6022

ITIL question

Hi All, I got an ITIL question for the first time. I am not sure what I've been asking and responding for the last 3 years in this forum. My question is why ITIL is expanded as IT Infrastructure library? Shouldn't it be called IT Information library? My key pad can get stuck any moment and i'll call...
by viv121
Wed Mar 31, 2010 4:05 pm
Forum: The ITIL Service Desk
Topic: Service Desk KPI's/metrics
Replies: 14
Views: 32448

Service Desk KPI's/metrics

KPI library is another one. It should say double u double u before the kpilibrary. I have a KPI of Cost per Incident. How do I keep this reduction % trend in this KPI. What happens after the cost becomes 0 USD per incident?
by viv121
Wed Mar 31, 2010 3:55 pm
Forum: Change Management
Topic: Successful Change Definition ?
Replies: 20
Views: 16393

Successful Change Definition ?

Ok, there was a senior management change which was obviously followed by a new 'tool' rolled out across the organization and it was meant to optimize the productivity of the staff and increased customer engagement. These are thoughts of the senior management.The change went through the CAB and passe...
by viv121
Fri Mar 26, 2010 6:16 am
Forum: The ITIL Service Desk
Topic: why should Incident Ownership remains with the Service Desk
Replies: 23
Views: 20540

Why should Incident Ownership remains with the Service Desk?

Under Standard Temperature and Pressure (STP), the Service Desk (Incident management) folks have access to open a new Incident in the ITSM tools which an organization adopts. This is other than the automation incident generated by NMC, SMC etc. While, the permission to resolve remains with any suppo...
by viv121
Sun Mar 21, 2010 2:33 pm
Forum: Change Management
Topic: Death of the CAB?
Replies: 7
Views: 6725

Death of the CAB?

CAB is dead. Long live the CAB. e-CAB is mortal too. We have auto-generated incidents when the smart NMCs and SMCs understand that there is a potential trouble with system/systems. It just a matter of little more evolution when we'll have system generated change-orders mandating signoffs from who's ...