Keeping Incidents Open

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

From the ITIL Community Forum Q: If it has been identified that a new release of an application is required in order to solve an incident within an application e.g. certain functionality is not working (no workaround in place) should we keep the incident open until such a time as the release has been rolled …
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From the ITIL Community Forum Q: Our team has 2 system administrators which help users. They have lots of dummy requests. For example user has deleted his file, and he doesn’t know about a basket. Or he(she) wants to add some panel of instruments in World (Excel, PowerPoint). We really don’t know what to do …
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From the ITIL Community Forum Q: Hi, I hope someone can help me.  I’ve been dropped in it by my boss and I need to give a short presentation about what ITIL is and why it was created – all at a very high level. Can someone help me with pointers/advise about how I can …
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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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