In October of 2008, I was invited to speak at the Data Center Decisions conference in Chicago. My topic for the session was “ITIL v3 – What’s New, What’s Changed”. Pretty exciting stuff, huh? I drew a crowd of about 30 attendees to my session and spoke for an hour on what interesting things were …
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Let me start this post with the fact that I am going to be discussing three different perspectives on the concept of Tiers as it applies to issue escalation. The first perspective is ITIL’s. The second is a business/cost perspective and how IT models itself on this practice. The last perspective is mine. ITIL’s Perspective …
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Q:   What traits to do you look for in a Service Desk technician? A:   The Service Desk is typically seen as the entrance into Corporate IT. It is staffed with some of the most junior personnel who have the least experience with corporate life, and even less experience with the functions of the …
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ITIL has a Problem

April 1st, 2014 | Posted by Don Boylan in Favorite | ITIL - (1 Comments)

We in the ITIL community have a problem (that is “problem” with a little “p”, not “Problem” with a capitol “P”). The problem is that ITIL has taken the most common word people use when life lets them down, and defined it with a very specific meaning. When speaking aloud, it is hard to differentiate verbally between life’s …
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From the ITIL Community Forum Q: I presently I manage a service delivery department my responsibilities are break fix response, and call management of recent times the industry is demanding service desk deliverables at present the the call center/help desk does the following. Call Logging incident management SLA management They do not provide first-line support …
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ITIL Service Desk Metrics

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

From the ITIL Community Forum Q:Does ITIL determine the average daily call rate per analyst? Does it instruct on how long the most effective call should last??? Does it regulate anything in respect of call duration as well as the number of calls that 1st line agent is capable of handling, considering that further actions …
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From the ITIL Community Forum This post can’t be summarized and includes multiple follow up questions which contain (I think) some of my best responses. So here it is in full: Q1: I just found this very useful forum and I want to ask the experts here if I understood the ITIL processes correct. I will give …
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