Author Archives: Don Boylan

Who Signs SLAs?

March 28th, 2014 | Posted by Don Boylan in Service Level Management - (0 Comments)

From the ITIL Community Forum Q: Who should be the IT owner (signatory) of the SLA and manage the Customer relationships? A: As far as who should be the IT owner (signatory) of the SLA, remember that SLAs are not between functional groups and the IT users. It is between the IT organization as a …
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Does Slow = Down?

March 28th, 2014 | Posted by Don Boylan in Incident Management - (0 Comments)

From the ITIL Community Forum Q: If an IT Service is slow, whatever be the reasons, can it be considered as downtime? Can we define like slowness of 20% or more compared to normal is considered downtime. This is what my organisation would like to define. I disagreed. My view is unless there is a …
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Keeping Incidents Open

March 28th, 2014 | Posted by Don Boylan in Incident Management - (0 Comments)

From the ITIL Community Forum Q: If it has been identified that a new release of an application is required in order to solve an incident within an application e.g. certain functionality is not working (no workaround in place) should we keep the incident open until such a time as the release has been rolled …
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Determining Root Cause of an Issue

March 28th, 2014 | Posted by Don Boylan in Problem Management - (0 Comments)

From the ITIL Community Forum Q: Our team has 2 system administrators which help users. They have lots of dummy requests. For example user has deleted his file, and he doesn’t know about a basket. Or he(she) wants to add some panel of instruments in World (Excel, PowerPoint). We really don’t know what to do …
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Convincing Management on the Need for ITIL

March 28th, 2014 | Posted by Don Boylan in ITIL - (0 Comments)

From the ITIL Community Forum Q: Hi, I hope someone can help me.  I’ve been dropped in it by my boss and I need to give a short presentation about what ITIL is and why it was created – all at a very high level. Can someone help me with pointers/advise about how I can …
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Tracking Program Change Requests Using the Incident Tracking System

March 28th, 2014 | Posted by Don Boylan in Tools - (0 Comments)

From the ITIL Community Forum Q: I work for a large organization.  We have several different groups responsible for Development for new applications and fixes to the existing systems we already in place. We have no way to formally request a fix or new application other than submitting a Magic Service Desk trouble ticket or …
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What is a Change?

March 28th, 2014 | Posted by Don Boylan in Change Management - (0 Comments)

From the ITIL Community Forum Q: Of the below what can be considered as Change? 1) Change of a user’s password 2) Change to an existing report 3) Change in server hardware 4) Addition of new network point 5) Applying latest patches to Windows desktops 6) Increasing the bandwidth of point-to-point WAN link 7) Uninstalling …
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