Definition of a Known Error

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

From the ITIL Community Forum Q: I have a Problem. I found the Root-Cause but no Workaround yet and no permanent solution. Can I still consider it a Known-Error? A: For an ITIL purist, the three elements that are required to be identified for a Problem to be changed to a Known Error are: Root …
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Decomissioning CIs

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

From the ITIL Community Forum Q: We have a number of server’s that are to be decommissioned and removed from the Data Centre.These server’s will never be used again. Would it be standard practice to remove the server record from the CMDB or change the system status from “In Production ” to “Decommissioned for example? …
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Industry Standards for Incident/Problem Metrics

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

From the ITIL Community Forum Q: Please can any one let me know what is the Industry metrics / Standards ( Especially – across a Insurance Company ) for 1. Mean Time to Resolution or SLA for a Priority 1 , Priority 2, Priority 3 and Priority 4 Incident 2. Mean Time for known Error …
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User Limits in SLAs

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

From the ITIL Community Forum Q: Have you ever met the part of SLA pointing out limits the user should keep? A: Yes, a SLA is an agreement between IT (in its entirety) and the Customers of IT Services. This agreement is a two-way street. The SLA is not just to define the Customer’s expectations …
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Knowledge Management

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

From the ITIL Community Forum Q: The goal of KEDB is to help incident management to find an incident or a permanent solution. Each KEDB record contains a “technical context” field. This field is indexed by the tool in order to easier the search. Some of the users want to add a “customer” field. To …
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Handling Follow Up Calls Efficiently

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

From the ITIL Community Forum Q: Can you please suggest the best way to handle the follow up calls in a virtual, global helpdesk environment ? A: My suggestion would be to have the VRU ask if the caller if they are calling about a previously reported issue. If they respond that it is (push …
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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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