Search found 1894 matches

by Diarmid
Thu Feb 07, 2013 4:30 pm
Forum: Miscellaneous
Topic: Change closure codes
Replies: 1
Views: 8500

Your additional code will allow your staff greater accuracy but the crucial point is what you use the information for. You need a set of codes that will help you to improve your processes. There are some other threads on this topic: Definition of Partial Success vs Failure from 2008 Conducting Post-...
by Diarmid
Tue Feb 05, 2013 7:01 pm
Forum: The ITIL Service Desk
Topic: how to sort incidents according to their priority?
Replies: 3
Views: 6469

It is not an exact science because you do not have all day to work out priorities. If you are using a simple algorithm they would both be, say, B priority. If you do not have the resources to work on both at once equally, then in each case I would ask "how medium" and "how high?" and make a judgemen...
by Diarmid
Tue Feb 05, 2013 9:11 am
Forum: The ITIL Service Desk
Topic: how to sort incidents according to their priority?
Replies: 3
Views: 6469

resource go into the incidents starting with the highest priority down until you run out of resources. When an incident is resolved the resources are used for the next highest incident.
by Diarmid
Tue Feb 05, 2013 8:45 am
Forum: Problem Management
Topic: Setting Problem Management Goals
Replies: 6
Views: 9877

Not an easy area. Problem analysis can be difficult or easy, the solutions can be protracted or simple to implement and these do not correlate well with the priority. Then the world your incidents live in keeps changing, leading to new problems. Another aspect to look at is how pro-active your probl...
by Diarmid
Mon Feb 04, 2013 8:57 am
Forum: Problem Management
Topic: KEDB Ticket - categories
Replies: 7
Views: 12611

What is a "KEDB ticket system"? and What is it for?
by Diarmid
Thu Jan 31, 2013 8:05 pm
Forum: ITIL Discussion
Topic: Do we need a set of processes for each service we provide?
Replies: 10
Views: 24886

ITIL is not a standard. It is a body of good practise for IT service management. Properly speaking a company cannot be ITIL based. ITIL informs the service management processes; that does not lead to ITIL processes, but to IT service management processes which may have been influenced by ITIL. Sourc...
by Diarmid
Thu Jan 31, 2013 7:20 pm
Forum: Problem Management
Topic: Would it be a Problem or Known Error Record.
Replies: 4
Views: 15034

It's not either/or. A known error is a link to a problem. The problem exists until it is resolved.
by Diarmid
Tue Jan 29, 2013 4:34 pm
Forum: ITIL Discussion
Topic: Do we need a set of processes for each service we provide?
Replies: 10
Views: 24886

Why do you call SCM a service? Why would you call Infrastructure a service? Don't answer that. Everything is a service. Everyone is a customer. It's a way of clouding real meaning. The thing about IT service management is that it is there for real services to real customers. So, things like build an...
by Diarmid
Tue Jan 29, 2013 7:11 am
Forum: Change Management
Topic: Difference between Risk & Impact assessment
Replies: 4
Views: 11750

Impact is about things that will happen (like the use of resources or downtime) risk is about things that might happen (like something going wrong or taking longer than predicted). The simplest way to look at level of risk is to multiply the likelihood by the effect if it happens. What numbers you t...
by Diarmid
Fri Jan 25, 2013 11:37 am
Forum: ITIL Discussion
Topic: Streamline IM Process and Service Level Catelog
Replies: 3
Views: 15658

Neither should follow the other. What you really have to determine is the best figures you are able to deliver and what the new set of priorities is. You can have as many SLAs as you have services - if you are consolidating and streamlining you won't want more. But your questions are not about the p...
by Diarmid
Thu Jan 24, 2013 5:34 pm
Forum: ITIL Service Delivery
Topic: Looking for good capacity management report
Replies: 6
Views: 17279

Why not ask the ladies as well?
by Diarmid
Sat Jan 19, 2013 6:13 pm
Forum: ITIL Discussion
Topic: Difference between ITIL V3 syllabus and ITIL 2011 syllabus?
Replies: 8
Views: 26551

It would be mad to do it again for such trivial differences. The foundation course is e mere overview of ITIL. An introduction to the concepts from which more detailed work can begin.
by Diarmid
Wed Jan 16, 2013 7:32 am
Forum: The ITIL Service Desk
Topic: Common Service Desk metrics values
Replies: 2
Views: 6115

There are no general benchmarks for these kind of figures for the simple reasons that very few organizations are sufficiently similar and that is before you take the non-comparability of the meaning of the priority codes into account.
by Diarmid
Wed Jan 16, 2013 7:25 am
Forum: ITIL Discussion
Topic: Can a repeat Problem reoccur?
Replies: 4
Views: 17453

Something wrong with your systems or your people if a closed problem happens again. But re-opening it is not necessarily a good practice. Better to start again.
by Diarmid
Wed Jan 16, 2013 7:21 am
Forum: ITIL Discussion
Topic: Question of ITIL ?
Replies: 4
Views: 14832

O course the real answer is: it depends.