Search found 3639 matches

by UKVIKING
Thu Nov 16, 2017 10:49 am
Forum: The ITIL Service Desk
Topic: Single or Multiple Tickets?
Replies: 4
Views: 10862

Best practise is what you do that fits your organisation So if the excel spreadsheet is used to add new users at the same time one ticket is fine I think if the spreadsheet is divided into groups of users 20 at a time 1 task or ticket per bunch is fine as is 1 ticket it just depends on how your org ...
by UKVIKING
Thu Nov 16, 2017 8:12 am
Forum: The ITIL Service Desk
Topic: ITIL a barrier for good customer service?? Or an excuse?
Replies: 4
Views: 10286

Jim the barrier to good customer service unfortunately is the people who provide customer service. Not ITIL What does ITIL state - the customer needs to be informed about incidents especially when they are resolved. The users use what is being delivered .i.i the service. There should be a service ow...
by UKVIKING
Wed Nov 15, 2017 4:58 am
Forum: Miscellaneous
Topic: Incident management best practices
Replies: 4
Views: 10340

Tommi

Wrong location - this is not a highly active site - partly due to a GoG who will be un-identified

Your best bet in go into one of the LinkedIn ITIL Forums

GoG - Grumpy Ole Git
by UKVIKING
Tue Nov 14, 2017 3:42 am
Forum: Miscellaneous
Topic: Incident management best practices
Replies: 4
Views: 10340

Tommi,

ITIL is where Incident Management best practice is found.

Most if not all companies follow the basic principles of ITIL - either forced on them by their IT SM tool or forced on their chosen tool
by UKVIKING
Mon Nov 13, 2017 11:44 am
Forum: ITIL Discussion
Topic: Managed service company for ISO20000
Replies: 3
Views: 5293

Why does your org want the ISO20000 certification.

Are you aware of what it actually means ?
by UKVIKING
Fri Oct 06, 2017 3:25 am
Forum: ITIL Discussion
Topic: Please help me define appropriate ownership
Replies: 1
Views: 4769

Gramboda Your issue is not an ITIL issue or an IT Service Management issue It is a company issue I have been in IT since the 80s Every org would have the people who were working on specific tickets linked some how to the fact that they are working on specific ticket merely - at least to separate tho...
by UKVIKING
Wed Oct 04, 2017 4:50 pm
Forum: ITIL Certification
Topic: Mock Exams for ITIL Foundation
Replies: 1
Views: 9151

Pratik From what you said I can presume you are not using a official study course that you paid for. As they will have mock exams for you to use The google and You Tube videos and extracts may or may not be correct as they are not the official study guide if you are serious about doing IT SM, purcha...
by UKVIKING
Sat Sep 23, 2017 4:01 am
Forum: ITIL Certification
Topic: Planning to Take ITIL Exam fondation
Replies: 6
Views: 11849

Car

The members of the forum are not a search engine. Google is a search engine.
If you provide google with good key word search it will find what you
by UKVIKING
Thu Sep 21, 2017 1:29 am
Forum: ITIL Certification
Topic: Planning to Take ITIL Exam fondation
Replies: 6
Views: 11849

Google
by UKVIKING
Tue Sep 05, 2017 12:47 pm
Forum: Change Management
Topic: CAB Conditional Approval
Replies: 2
Views: 9737

It depends It depends on the policy of the CM process Some would require all testing to be completed before bringing the change to the CAB Some would allow critical changes to fix an oiperation issue - high priority -level 1 - to be brought to the CAB whilst solution testing is still going on if the...
by UKVIKING
Tue Aug 22, 2017 3:10 pm
Forum: Miscellaneous
Topic: Please Share with me your ideas to prioritize the incidents
Replies: 2
Views: 9780

Mohammed,

Your company your classification
by UKVIKING
Sat Aug 19, 2017 3:30 am
Forum: ITIL Discussion
Topic: Planned Maintenance
Replies: 1
Views: 5638

Planned maintenance is an operational concept.
Change management will use PM to schedule work

the PM must be included in the service agreement and discounted in any SLA related calculations as it is not working hours
by UKVIKING
Thu Aug 17, 2017 1:24 am
Forum: ITIL Discussion
Topic: Batch support & ITIL in non prod environment
Replies: 2
Views: 6562

First, you don't implement ITIL. ITIL is just good advice on how to do IT Service Management... well. ITIL states have policies, processes and procedures that should guide you. A service is a service - it does not matter whether it is non production or production. If you have giving an IT environmen...
by UKVIKING
Sun Aug 13, 2017 12:17 pm
Forum: Change Management
Topic: Hot Swappable Hardware
Replies: 2
Views: 9236

both
by UKVIKING
Thu Aug 10, 2017 1:55 pm
Forum: Change Management
Topic: Unauthorised/retrospective change
Replies: 3
Views: 10575

InfraPM

And the main reason you did an unauthorised change is that

YOU MADE THE DECISION.

YOU SHOULD HAVE ESCALATED IT AND GET MANAGEMENT APPROVAL FOR THE RETROSPECTIVE CHANGE

It was not your responsibility but to implement the change that was approved