Author Archives: Don Boylan

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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From the ITIL Community Forum Q: I have a question concerning the Service Desk’s involvement with updating CIs in the CMDB. Is it the role of the Service Desk to update a CI to correct inaccuracies? And if so, should an RFC be opened for the corrections to the CI? A: I would have to argue …
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What is ITIL?

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

Of course the expectation is that you stumbled across this website because you knew what ITIL was all about, but in case you don’t (probably because you are one of my friends or relatives who is checking out my blog), let me give you an quick primer on ITIL- ITIL is: ITIL is a very …
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