From the ITIL Community Forum Q: We are in a heavy debate about “Escalation” of incidents. Our HD provider is insisting that ITIL standards say that : 1. Each Incident only has two levels of escalation before being escalated to a manager … 2. Each Support person only have 1 contact number instead of two …
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Difference Between Change and Release
March 28th, 2014 | Posted by in Change Management | Release Management - (0 Comments)From the ITIL Community Forum Q: Can anyone help to clarifiy the diference between Change Management and Release Management. A: ITIL defines Change Management as the process that coordinates changes to the infrastructure. Release Management is process that implements authorized changes. To think of it terms of modern IT, Change Management is what most corporations …
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From the ITIL Community Forum Q: Has anyone created and implemented an ITIL Executive Mangement dashboard? If so, what components have you used? Has it proven to be successful and help the executive management team understand the performance of the IT organization (good or bad)? Kind of an Answer: Ok, here is a funny story …
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From the ITIL Community Forum Q: When implementing ITIL into an Enterprise Operations network what area should or does Network Management fall under? A: Network Management is an area of systems management. ITIL is about Service Management. Since the network is a keystone in the delivery of just about every modern day Service, all of …
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From the ITIL Community Forum Q: Are the service desk supposed to retain ownership of ALL incidents? A: I have always taught that the Service Desk does not own the Incident Management Process, but they do own the Incident Records. They may not define how Incident Management does its job through the multiple functional areas …
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From the ITIL Community Forum Q: I’m wondering if anyone can help me with ITIL or industry standard definitions of Tier 1, 2 and 3 (or first-line, second-line, and third-line) support roles in Incident Management. A: ITIL doesn’t differentiate based upon the skill level or ability to resolve issues for 1st Level, 2nd Level, 3rd …
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From the ITIL Community Forum Q: I was wondering if anyone could halep me out…………. I have been aked to prepare a new CAB agenda as part of my new role. Please can someone help me out on what they would consider to be a ‘good agenda’ A: As far as when an RFC should …
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