Author Archives: Don Boylan

Merging Service Desks

March 29th, 2014 | Posted by Don Boylan in ITIL | Service Desk - (0 Comments)

From the ITIL Community Forum Q:I have been looking for information on how to merge two helpdesks who have different cultures and different models into one cohesive unit.  I know it isn’t going to be easy.  Does anyone have any advice they can loan, or point me to resources that I could use to come …
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Workaround Activities

March 29th, 2014 | Posted by Don Boylan in Incident Management - (0 Comments)

From the ITIL Community Forum Q: Workaround for an incident. Is it Incident Mgmt’s responsibility or Problem Mgmgt’s one? A: A Workaround is an effort to bypass the effects of an Incident by not relying on affected infrastructure. The question of “Who does it” is a little misleading. Anyone from any team could implement a …
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RFC for Server Reboots

March 29th, 2014 | Posted by Don Boylan in Change Management - (0 Comments)

From the ITIL Community Forum Q: If a live server is required to be rebooted, with no changes being made, should an RFC be raised (either upfront or retrospectively) according to the ITIL process? A: Per the ITIL definition, yes, a RFC should be submitted for a server reboot. An ITIL Change is defined as …
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From the ITIL Community Forum Q: You have a Major Incident which goes right through the Incident lifecycle but try as they might the techy guys cannot find out what is causing it or how to fix it. A Problem record is created for the issue and PM are making steady progress on it. PM …
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From the ITIL Community Forum Q: I am reviewing the current response and resolution time metrics for an internal service desk that supports a 10,000 person company.  Currently the company uses 4 severity levels for incidents.  While I realize the response and resolution times are defined by an SLA, is there a good benchmark to …
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From the ITIL Community Forum Q: One of the tasks I have coming up is to complete a maturity assessment within our organisation with regards to Service Management. I am planning to use the CMMI model and the ITIL processes to come up with a questionnaire to pose to key stakeholders.  However, with the customer …
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From the ITIL Community Forum Q: Look at the statement bellow and tell me if you agree; “A Problem record cannot be progressed into a known error until all associated incidents are resolved” This appears to be supported by the blue book which states; “A known error status is assigned when the root cause of …
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