Search found 117 matches

by viv121
Sun Oct 18, 2009 1:09 pm
Forum: The ITIL Service Desk
Topic: change and problem management link
Replies: 3
Views: 4410

change and problem management link

Diarmid, Thanks for your response and I didn't mean that the calls for password resets are not logged at all. They are logged under the category of 'service requests' as it is a request to unlock the account or reset the password. So, the detection is in place. Secondly, I didn't intend to oversimpl...
by viv121
Sun Oct 18, 2009 11:48 am
Forum: The ITIL Service Desk
Topic: why should Incident Ownership remains with the Service Desk
Replies: 23
Views: 20504

why should Incident Ownership remains with the Service Desk

Json, Incident ownership should remain with the service desk as normally the service desk is fat and in a position to seek answers for the end users. This is what appears from outside. Internally, the complete ownership lies with the support team working on the incident and the service desk is empow...
by viv121
Sat Oct 03, 2009 12:43 pm
Forum: Change Management
Topic: Change management KPIs
Replies: 2
Views: 3254

Change management KPIs

Hi All, am looking for change management KPIs used in industry. the purpose is purely academic and I am not into change management yet. However, my job requires me to know what industry practices in terms of KPIs. I know a few like the ones below: Reduction of unauthorized changes Reduction in chang...
by viv121
Sat Oct 03, 2009 11:25 am
Forum: Problem Management
Topic: Problem with problem management
Replies: 5
Views: 7347

Problem with Problem managemet

Thanks everyone for your response. I know my question was long and to some degree sensible ( not sure if its only me who thinks so :) ). I am somewhat responsible to draw the line between the problem management and incident management functions in my organization. I just needed to know if an inciden...
by viv121
Sun Sep 27, 2009 11:59 am
Forum: Problem Management
Topic: Problem with problem management
Replies: 5
Views: 7347

Problem with problem management

Hi All, We tend to agree sometimes openly and sometimes in muted voice that the problem management is one area which could have been defined even better than what it is now. The problem management domain is not as evolved as Incident management domain. Its easier to define the KPIs of the Incident M...
by viv121
Wed Aug 12, 2009 3:58 am
Forum: The ITIL Service Desk
Topic: Green Service Desk
Replies: 7
Views: 6121

by viv121
Wed Aug 12, 2009 3:54 am
Forum: The ITIL Service Desk
Topic: Incident Logging In Service Desk
Replies: 3
Views: 4438

by viv121
Sun Aug 02, 2009 4:27 am
Forum: The ITIL Service Desk
Topic: About Service Desk
Replies: 3
Views: 4442

by viv121
Wed Jul 29, 2009 1:32 pm
Forum: The ITIL Service Desk
Topic: Multiple Requests during a call
Replies: 5
Views: 6653

by viv121
Wed Jul 29, 2009 1:27 pm
Forum: The ITIL Service Desk
Topic: ITIL Service Desk Metrics
Replies: 15
Views: 28483

by viv121
Sun Jun 07, 2009 7:51 am
Forum: Problem Management
Topic: Incident management KPIs
Replies: 6
Views: 7627

by viv121
Fri Jun 05, 2009 9:37 am
Forum: Problem Management
Topic: Incident management KPIs
Replies: 6
Views: 7627

by viv121
Fri Jun 05, 2009 6:36 am
Forum: Problem Management
Topic: Incident management KPIs
Replies: 6
Views: 7627

IM KPIs