Search found 1894 matches

by Diarmid
Thu Mar 28, 2013 1:23 pm
Forum: ITIL Discussion
Topic: Tracking "Problem" Cycle Times
Replies: 2
Views: 15511

Properly speaking 1) a problem does not become a known error; it acquires the status of known error and remains a problem. 2} there is no such thing as the typical problem. The only effect of measuring averages in problems is to tempt people (managers) to use the meaningless figures for their own en...
by Diarmid
Thu Mar 28, 2013 9:04 am
Forum: ITIL Service Delivery
Topic: Looking for good capacity management report
Replies: 6
Views: 17279

You did not answer my question.
by Diarmid
Mon Mar 25, 2013 4:04 am
Forum: ITIL Discussion
Topic: ticket categories definition
Replies: 1
Views: 14905

Ask the people you bought the system from. ITIL does not presume to define your categories. More usefully define your own categories to suit your own information needs and change the system to your categories. At face value these two default categories do not cover all the bases and are not suitable...
by Diarmid
Fri Mar 22, 2013 7:47 pm
Forum: Problem Management
Topic: Non-Production Issues - Incident/Problem Classification
Replies: 4
Views: 10394

Please refer to the thread "Can Non Production Issues be treated as Incident in ITIL" in ITIL discussion about 10 days ago.
by Diarmid
Wed Mar 20, 2013 5:41 pm
Forum: Change Management
Topic: Change Management Procedure
Replies: 4
Views: 7712

of course has made what I consider unreasonable suggestions There is clearly some lack of teamwork going on here. suggestions like, eliminate the weekly CAB meetings and only meet in person if requested so then we would have rolling electronic approvals. Decisions at this level are basic policy and...
by Diarmid
Wed Mar 20, 2013 8:27 am
Forum: Change Management
Topic: Handover Release to Operations
Replies: 1
Views: 4901

How can you avoid involving operations in release testing? Functional testing, yes (unless the functions affect operations), but release testing is about making the release operational.
by Diarmid
Tue Mar 19, 2013 8:59 am
Forum: ITIL Discussion
Topic: ITIL
Replies: 10
Views: 24489

It is impossible to say whether your staff or through them your organization would benefit from ITIL certification or training without knowing their present levels of knowledge and understanding. For example it may be that all you need is to have them read the books and hold some seminars or worksho...
by Diarmid
Mon Mar 18, 2013 6:15 pm
Forum: The ITIL Service Desk
Topic: "Fake" incidents
Replies: 4
Views: 9149

An incident should never breach an SLA because an SLA should not be about individual incidents. And genuinely fake incidents should be too rare to impact your figures. If they are not that rare they indicate a problem of some kind. And if they cause much waste of time you may also have a problem wit...
by Diarmid
Thu Mar 14, 2013 7:00 pm
Forum: Change Management
Topic: How to measure Change Mgmt success and value
Replies: 6
Views: 10714

Maybe it isn't. Or maybe you did not have reliable measures before from which to make a comparison. Are there now less incidents during changes? Are there now less incidents that are consequences of changes? Are changes more on schedule? Are there less complaints from people who should have been but...
by Diarmid
Wed Mar 13, 2013 5:43 pm
Forum: ITIL Discussion
Topic: user email about helpdesk
Replies: 3
Views: 16431

Sorry for the double post.

It is not merely annoying if the helpdesk is bye-passed, it means it is useless. Every bye-pass means someone is interrupted from work. So tasks take longer and often the interruption will be lower priority.
by Diarmid
Wed Mar 13, 2013 5:39 pm
Forum: ITIL Discussion
Topic: user email about helpdesk
Replies: 3
Views: 16431

The email is a part of the task. It should already have the backing of the customer/user management and should explain things in terms of improving the service and emphasising that not only will the new system help to ensure that the right person does each job (even when some staff are not available...
by Diarmid
Wed Mar 13, 2013 10:53 am
Forum: ITIL Discussion
Topic: Who reports performance against contractual service levels?
Replies: 5
Views: 18215

I think the key is to answer the question of who and what the reports are for. The "who" will charge appropriate teams/people with the task and the "what" will help to define the task. That way the answer will recognise your organizational structure rather than some theoretical model which is less a...
by Diarmid
Wed Mar 13, 2013 10:42 am
Forum: ITIL Discussion
Topic: Advice on how to handle this incident management scenarios
Replies: 4
Views: 17872

Pablo,

it is really a problem record that will successfully track the ultimate correction. The known error record will specify the "get-round" (if any) until the problem is resolved.
by Diarmid
Wed Mar 13, 2013 10:37 am
Forum: ITIL Discussion
Topic: ITIL
Replies: 10
Views: 24489

Kenluo, thank you. That is a good way to put it. Nosheen, now that you have asked a question with context it is possible to provide a response. But first let me assert quite unequivocally that far from everyone on this forum is "well experienced". Some have work experience but are new to the concept...
by Diarmid
Mon Mar 11, 2013 2:07 pm
Forum: ITIL Discussion
Topic: Can Non Production Issues be treated as Incident in ITIL
Replies: 5
Views: 18889

As Per ITIL, incident is only if its affecting the services (live, production environment etc) Testing (for example) uses services and is live to the development staff. It's just a different customer. I agree with TomC. And it follows from what he said that sometimes (albeit, very occasionally) the...