Search found 1894 matches

by Diarmid
Fri Jan 11, 2013 1:11 pm
Forum: Problem Management
Topic: Example - Problem and Problem Record
Replies: 1
Views: 5484

A problem is a problem; a known error is a known error. One does not change into the other. A problem exists until it is resolved; a known error exists until the problem causing it is resolved. You have only one problem at the moment: something is causing the connection to break. The error messages ...
by Diarmid
Fri Jan 11, 2013 5:32 am
Forum: Change Management
Topic: Industry averages on KPI's
Replies: 6
Views: 10051

There are unlikely to be any useful figures out there, but I can say with some certainty that the number you are looking for is zero.
by Diarmid
Thu Jan 10, 2013 3:55 pm
Forum: Change Management
Topic: Question on Standard Change
Replies: 5
Views: 8386

To cover the other case: if this was an unscheduled outage (i.e. something went wrong), then, just like anything else going wrong with a "standard" change, the the procedure for that change should be reviewed and it should no longer be a "standard" change until the reason is determined and any remed...
by Diarmid
Mon Jan 07, 2013 6:43 pm
Forum: Problem Management
Topic: Problem Investigations: Average Work Effort
Replies: 1
Views: 5015

you would need thousands of problems to come close to useful averages. And if whatever result you got was in any way related to the priority of the problems it would be a miracle. Since priority is not the same thing as cost (because it includes urgency) there is no good reason to expect less time t...
by Diarmid
Fri Jan 04, 2013 1:01 pm
Forum: ITIL Certification
Topic: Five aspects of Service Design
Replies: 8
Views: 12643

Leaving ITIL aside, why would you not perform these 5 steps? They seem obvious and essential.
by Diarmid
Fri Jan 04, 2013 7:10 am
Forum: ITIL Service Delivery
Topic: CSI Register Acceptance Criteria
Replies: 4
Views: 15446

What you do depends on how far along the track you place the gate. But the gatekeeper is concerned with the readiness to do the work and the quality of the case as well as the value or importance of the work. If you have point scoring, you have to be careful because the value of the work is most imp...
by Diarmid
Thu Jan 03, 2013 1:49 pm
Forum: ITIL Service Delivery
Topic: CSI Register Acceptance Criteria
Replies: 4
Views: 15446

Measurable benefits. Resource estimates. Costs of not doing it. Urgency and value.
by Diarmid
Wed Dec 26, 2012 6:31 am
Forum: Change Management
Topic: Patches to test Enviroment
Replies: 5
Views: 8819

I would suggest in that case you need to fully control all such changes.
by Diarmid
Mon Dec 17, 2012 9:15 am
Forum: Change Management
Topic: Patches to test Enviroment
Replies: 5
Views: 8819

First answer: what do your procedures and policies say? Second answer: do you want to have a controlled environment for your testing? Third answer: could failure in test server affect customer service? For example by delaying a "live" change. Fourth answer: could the test and live servers being out ...
by Diarmid
Mon Dec 17, 2012 4:37 am
Forum: ITIL Discussion
Topic: Ticket ownership with join effort for incident resolution
Replies: 9
Views: 18737

Your system is encouraging a silo mentality. Change your system.
by Diarmid
Sat Dec 15, 2012 7:31 am
Forum: Configuration Management
Topic: Services, SLA and IT-Infrastructure CIs
Replies: 4
Views: 15786

I cannot correct you where opinion is involved; I can only disagree or otherwise as I see it.
by Diarmid
Sat Dec 15, 2012 7:27 am
Forum: ITIL Discussion
Topic: Ticket ownership with join effort for incident resolution
Replies: 9
Views: 18737

I deliberately did not say anyone was being blamed or should be blamed. That's what the quote marks were for. But you have repeated your implication about blame being the real concern. Just changing the word. There should never be a sweat over a single incident overrunning the SLA except if it is ba...
by Diarmid
Fri Dec 14, 2012 12:43 pm
Forum: Change Management
Topic: Change implementation and post implementation testing?
Replies: 4
Views: 9443

Before trying to answer this question I need some clarification.

Do you mean pre-implementation testing? There is no such thing as post-implementation testing.
by Diarmid
Fri Dec 14, 2012 12:28 pm
Forum: ITIL Discussion
Topic: Ticket ownership with join effort for incident resolution
Replies: 9
Views: 18737

It's irrelevant. The "blame" for SLA breaches only devolves to a person or a team when they have been at fault. Whether they "owned" the ticket or not. If the incident was resolved as expeditiously as possible, no one gets any blame anyway unless it was because the SLA was unrealistic. But it is eve...
by Diarmid
Thu Dec 13, 2012 8:30 am
Forum: Change Management
Topic: Responding to Catastrophic Unplanned Events
Replies: 4
Views: 7896

spam. two posts up.