Single Point of Contact

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

From the ITIL Community Forum Q: A large company has currently two points of contacts to the user/customers: HD (Help Desk) and CS (Customer Support). Each has some specific tasks. However, there are some conflicts between both and no clear ownership of incidents since each of them may forwrd some types of incidents to the …
Read more

Change Record vs. RFC

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

From the ITIL Community Forum Q: The books suggests the separate relationships between CIs and RFCs and CIs and Change Records. Does anyone uses separate change records that are neither part of RFCs nor Release documentation? A: This was always a rather funny subject when brought up in class. In the modern world, the RFC …
Read more

Is this a Change?

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

From the ITIL Community Forum Q: Current debate at work: There is a cart that hold a bunch of servers that they want to move over to create more space. In order to do this they need to shutdown the servers, unplug them, move the cart over, (a few feet), and then plug them back …
Read more

Sending Out IT Communications

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

From the ITIL Community Forum Q: My organisation as in discussions about who has ultimate responsability to send (email in my case) notifications to clients of ucomming changes? We do have a CCB and a Change Manager. We also have an ITIL based Service Desk (which I am responsible for). the Change Manager and I …
Read more

Resolving an Incident

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

From the ITIL Community Forum Q: I heard two different opinions on closing the Service Call ticket. When I was attending the ITIL Foundation for ITSM training, the trainer said that the Service Call ticket cannot be closed when we are using the workaround to temporary solve the incident. The ticket will remain open until …
Read more

ITIL Reporting

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

From the ITIL Community Forum Q: Will any one be able to share sample reports for all the process & Service Desk from real world. I am creating long list of reports for each of the process, would like to view what my fellow ITILers are doing with the reports as well. A: I don’t …
Read more

Failed Changes

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

From the ITIL Community Forum Q: What is a Failed change according to you? Do you consider a backed-out change or rescheduled change as Failed..? A: My definition of a Failed Change is one that generates unexpected (or unforeseen) Incidents. The Impact of the Incident may need to be High for me to consider the …
Read more