Search found 1894 matches

by Diarmid
Fri Mar 08, 2013 6:09 pm
Forum: ITIL Discussion
Topic: requestor role
Replies: 5
Views: 17821

Technically only customer can request a service, not users. However specific users can be authorized to IT by the customer to make requests. Is this what you have in mind? Otherwise I'm not sure what you are getting at.
by Diarmid
Fri Mar 08, 2013 5:48 am
Forum: ITIL Discussion
Topic: Operational Categories for IM
Replies: 3
Views: 15511

The similarities between companies and therefore the parallels are considerable. The problem is identifying the differences which look the same.
by Diarmid
Fri Mar 08, 2013 5:43 am
Forum: ITIL Discussion
Topic: Do SLA 'Services' = Service Catalogue 'Services' (y/n)?
Replies: 3
Views: 15668

This is a tricky area. Services may be offered or provided or both. A service which is offered but not provided will not have an SLA. A service which is provided but not offered may not need a customer facing entry in the service catalogue if, for example everything important is included in the SLA....
by Diarmid
Fri Mar 08, 2013 5:00 am
Forum: ITIL Discussion
Topic: ITIL
Replies: 10
Views: 24489

Is this an exam or interview question?
by Diarmid
Fri Mar 08, 2013 4:59 am
Forum: ITIL Discussion
Topic: Can Non Production Issues be treated as Incident in ITIL
Replies: 5
Views: 18889

If you manage your non-production environment then you can treat everything much like the production environment except that you may use different staff or you may tend to have lower priorities.

If you do not manage your non-production environment then what is it any good for?
by Diarmid
Thu Feb 28, 2013 4:55 pm
Forum: ITIL Discussion
Topic: Advice on how to handle this incident management scenarios
Replies: 4
Views: 17872

You have to be careful about being too mechanistic in your activities. What is the incident? Wrong data is a symptom. The production of the report may be the failing event or the data may be wrong in the system before that. Perhaps the report cannot be used? When and what is the business cost occurr...
by Diarmid
Thu Feb 28, 2013 8:14 am
Forum: ITIL Discussion
Topic: Do SLA 'Services' = Service Catalogue 'Services' (y/n)?
Replies: 3
Views: 15668

Your post is a little confusing. You start out talking about SLAs and the service catalogue and then change to SLAs and service schedules. I will assume you mean the same in both cases. A service catalogue contains services you are able to offer. A SLA is an agreement with a customer about the deliv...
by Diarmid
Wed Feb 27, 2013 1:31 pm
Forum: ITIL Discussion
Topic: Operational Categories for IM
Replies: 3
Views: 15511

What are you going to do with your categories? That's what determines how you set them (constrained only by your ability to accurately and consistently assign and calculate them, at acceptable cost). Using other people's categories is much less likely to be good for you than thinking out what you ne...
by Diarmid
Fri Feb 22, 2013 9:32 am
Forum: ITIL Discussion
Topic: Can a procedure have sub-procedures within it?
Replies: 4
Views: 16632

At the 100% risk of repeating myself I would call it the quality manual. It is not a procedural document.

ISO is not a standard but a body that creates and manages international standards. When you say "ISO" which particular standard do you mean of the many that exist?

Like John said, email me.
by Diarmid
Thu Feb 21, 2013 10:23 am
Forum: Change Management
Topic: Do we really need formal Closure Report?
Replies: 1
Views: 4521

You should review completed (and failed - but that is different) changes, to determine how effectively they were implemented, whether they highlighted any weaknesses in your procedures, whether they were completed on time and within budget and if not why not, whether they have achieved the expected ...
by Diarmid
Thu Feb 21, 2013 10:11 am
Forum: ITIL Discussion
Topic: Can a procedure have sub-procedures within it?
Replies: 4
Views: 16632

A procedure is the documented way of performing a process. A process is not a document. You can have procedures, sub-procedures and work instructions as you see fit. Processes can have sub-processes, but procedures are the things you work with and yo can have many procedures for one process. A docum...
by Diarmid
Mon Feb 18, 2013 10:06 am
Forum: ITIL Discussion
Topic: any itil/usability experts here?
Replies: 1
Views: 13884

You don't need your users to apply categories. Although it is useful if they do give a category from their perspective, it is not likely to be reliable in many cases. They can only categorize from symptoms and only the ones they see. What use would you hope to make of their categories? Support staff...
by Diarmid
Fri Feb 15, 2013 5:09 am
Forum: The ITIL Service Desk
Topic: incident logging and incident categorization
Replies: 1
Views: 5492

They are not serial steps. An incident can have several categories to do with how it is described, what infrastructure it affects, what services it affects, who should deal with it, etc. etc. I can have different opening and closing categories, reflecting the difference between perception and reality.
by Diarmid
Fri Feb 15, 2013 4:55 am
Forum: ITIL Discussion
Topic: Case Study
Replies: 5
Views: 18009

Implementing anything on the basis of only the foundation course is a recipe for disaster. The course is an introduction, without the depth to be applied on its own to an implementation.

Especially if you want to "implement ITIL" because that is a non-sequitur.
by Diarmid
Thu Feb 07, 2013 5:13 pm
Forum: Problem Management
Topic: Setting Problem Management Goals
Replies: 6
Views: 9877

These stats only work if you have a large infrastructure with many applications and hence many problems. Even then they have to be treated with caution: 1) Has to be linked with unresolved problems and/or with problems open for longer than anticipated. But you also have to distinguish problems where...