Author Archives: Don Boylan

Qualities of a Service Desk Team Leader

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

From the ITIL Community Forum Q: What are the most important skills and personality traits of a good Service Desk Team Leader? A: I have been that person in several previous lives and was often asked that very question. My answer was always two-fold: 1) I have the temperament of an Air Traffic Controller in …
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Routing Priority 1 Tickets

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

From the ITIL Community Forum Q: What’s your approach towards the major incident management? (dealing with severity 1 incidents) I’ve been presented today a model which forbids the initial assignee from re-assigning the ticket back to the service desk if he decides that it was mis-assigned or that the problem lies somewhere else. Instead what …
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Determining Root Cause

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

From the ITIL Community Forum Q: What does “root” means? for example, a network connection down because of network card is  broken. This is “root” or we need to dig deeper to find out why the card is broken….how many “why” we should ask… A: I have used the 5 Whys rule of thumb for …
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Opening a Problem Record

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

From the ITIL Community Forum Q: When do you create a problem record? My opinion is, an incident goes through the 1st-level and 2nd-level. If it isn’t possible to solve the incident, the incident became an unknown-error. At this point I would open a problem record. A: There are three commonly accepted reasons of when …
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Incidents for Every User Reporting an Issue

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

From the ITIL Community Forum Q: I propose you the following scenario : 1) A user calls the SD because he cannot access an application page. 2) A second user calls for the same reason 3) Then a third …. After a rapid investigation Production states that there was an issue with the DNS server, …
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Service Desk as NOC

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

From the ITIL Community Forum Q: Any thoughts on whether a Service Desk that focuses on business processes and application monitoring, (the business process status is based on predefined aggregation rules for subcomponents) should be segregated from an Operations Bridge monitoring at the component/exception level?  I am looking for possible economy of scale from a …
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Convincing Management on the Value of Change Management

March 29th, 2014 | Posted by Don Boylan in Change Management - (2 Comments)

From the ITIL Community Forum Q: Our company is currently implementing ITIL and I was appointed to create a handbook of the Change Management Process. The handbook draft has been finalized and presented to the head of Operations. We had a consultant that helped us reviewed the draft and he gave clarification to proceed with …
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