Search found 117 matches

by viv121
Sun Mar 21, 2010 2:01 pm
Forum: Problem Management
Topic: MTTR measurement
Replies: 2
Views: 4972

MTTR measurement

Hi Diarmid, I was clueless when you mentioned that I wanted to hear from John. Now I realize that what you meant. I never recalled that I put this question already but I don't really know why did I put this question in the problem management forum. Few of my nocturnal activities are inexplicable. It...
by viv121
Fri Mar 19, 2010 4:09 pm
Forum: The ITIL Service Desk
Topic: Lost in statistics
Replies: 3
Views: 4478

Diarmid, How are you managing loss after loss in chess? Who's (check)mating you mate? John, liked the concept of LDaS really. I'll get into this report generator utility to get some control charts in place. The control chart will help me understand why 19123 is different from incident 22045. Cheers ...
by viv121
Fri Mar 19, 2010 4:35 am
Forum: The ITIL Service Desk
Topic: Lost in statistics
Replies: 3
Views: 4478

Lost in statistics

Hi All, Came across an interesting query. Like all organizations, my organization is also working on improving on the total age of the incidents. For the baselining purpose, we took the information for the last quarter of 2009 which were around 180,000 helpdesk incidents. To find the age of an Incid...
by viv121
Fri Mar 19, 2010 2:59 am
Forum: The ITIL Service Desk
Topic: ITIL based Service Desk application
Replies: 14
Views: 10158

Mirah, Buddy, are you aware that you might be spamming in this forum?
by viv121
Wed Mar 17, 2010 3:22 pm
Forum: Problem Management
Topic: MTTR measurement
Replies: 2
Views: 4972

MTTR measurement

Guys, Not again an ITIL question but a statistical one. I got a report on some MTTR values for the a team. For example- support group A resolves the twenty incidents assigned to it in 2 hours , 4 hours, 6 hours,8 hours and so on. The calculation given to me as the final value is the averge of the a...
by viv121
Wed Mar 17, 2010 3:10 pm
Forum: Problem Management
Topic: Problem identification
Replies: 4
Views: 5637

Problem identification

Krish, Good question. From a purist point of view, yes we should have problem management in the way uou have mentioned. However, you have answered the question yourself. You mentioned and I quote " According to my understanding, once scenario of problem mangement is, If a same incident is repeated a...
by viv121
Sat Jan 30, 2010 1:36 pm
Forum: The ITIL Service Desk
Topic: Incident --> change
Replies: 5
Views: 6466

Incident --> change

Json, You asked " Hi if a incident is created which demands a change to be created and let say this change will take time to resolve, till then should this incident be open I guess answer would be yes. If this is kind of routine thing which happens , what would be the better way to handle this witho...
by viv121
Fri Jan 15, 2010 12:18 pm
Forum: Change Management
Topic: Same or separate?
Replies: 2
Views: 2662

Same or separate?

S_B, You asked for brutal comments. I guess you are being brutal on other change requestors with 600+ RFCs lined up to be produced in CABs. You can probably influence the management to call up special CABs or influence them to get an exception letter for yourself to have a separate CAB. All this whe...
by viv121
Sun Jan 10, 2010 10:54 am
Forum: Change Management
Topic: Change Embargo
Replies: 5
Views: 5285

Change Embargo

Thanks Asril and mnsmith. Glad to know that there is no 'prescription' to the embargo and it differs from industry to industry. companies i have worked in IT manager capacity were telecoms and Banks. Two very different industries but had common embargo which was essentially the period around the Chr...
by viv121
Sun Jan 03, 2010 12:51 pm
Forum: Change Management
Topic: Change Embargo
Replies: 5
Views: 5285

Change Embargo

Wishing happy and prosperous Twenty-Ten to all. Hope all of us had a nice holiday. Not much of activity on the Change management forum. Embargo could be the reason and this is what my question is . I am keen to know more about the change embargo. Basically, the background or the history behind it. G...
by viv121
Sat Jan 02, 2010 2:53 pm
Forum: The ITIL Service Desk
Topic: Auditing report request
Replies: 3
Views: 4601

Auditing report request

Reminds me of a humour. Once upon a time there was a shepherd looking after his sheep on the side of a deserted road. Suddenly a brand new Porsche screeches to a halt. The driver, a man dressed in an Armani suit, Cerutti shoes, Ray-Ban sunglasses, TAG-Heuer wrist-watch, and a Pierre Cardin tie gets ...
by viv121
Tue Dec 15, 2009 2:57 pm
Forum: The ITIL Service Desk
Topic: Low Priority Tickets
Replies: 6
Views: 6981

Low Priority Tickets

Lammy, Mate, you get Diarmid walk upto your office and probably more things will fall in place than the low priority incidents :D For "various reasons", I would suggest try Six Sigma. The six Sigma tells in affirmative that 80% of the problems are caused by the 20% of the issues. Do a fish-bone or a...
by viv121
Tue Dec 15, 2009 2:29 pm
Forum: The ITIL Service Desk
Topic: How many tickets per issue? What if they are the same?
Replies: 13
Views: 9611

How many tickets per issue? What if they are the same?

Chompers, Have you actually come across this situation or you are just thinking about if it rains tomorrow kind of situations? You mentioned you don't have SLAs which makes me wonder if you have a CMDB. So, if you are changing one battery of one blackberry, you are probably not updating the CMDB wit...
by viv121
Thu Nov 05, 2009 2:11 pm
Forum: The ITIL Service Desk
Topic: Which comes first? Incident or Service Request
Replies: 13
Views: 11794

ITIL has historically been descriptive and not prescriptive. In Diarmid's example " Please fix my machine", isn't it a service request where the customer is requesting service from the service desk. The service desk might open an incident and try to immediately fix the issue, try to give a work arou...
by viv121
Wed Oct 28, 2009 8:07 am
Forum: The ITIL Service Desk
Topic: an incident becomes a change...?
Replies: 11
Views: 8365

Ruth, Shouldn't we leave Informize do the way he wants to do? When you say RFC for password required, why do you need one when you are already saying pre-approved change. Don't we raise RFCs to get the changes approved. When we change password of people who come to office with a a weekend hangover, ...