This may seem a little ITIL 101 for some of you, but I think there is value in covering some of ITIL’s basic concepts in detail. ITIL asserts that you Prioritize issues (Incidents, Problems, Changes, etc.), and work on the highest Priority issues first. You then work your way down the list of issues until you …
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The true test of an IT organization’s maturity is how it reacts when a significant issue occurs. By significant issue, I mean that a large portion (or even the entire) organization’s ability to function is severely impaired due to an IT-related failure. What happens isn’t a test of any single group or process – it …
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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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From the ITIL Community Forum Q: Example: User calls for a password reset (which is successfully performed by the help desk) and then proceeds to ask questions which requires help from level two support.Should the help desk create: 1) one ticket – mention the password reset in the body of the ticket – and assign …
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From the ITIL Community Forum Q: What’s your approach towards the major incident management? (dealing with severity 1 incidents) I’ve been presented today a model which forbids the initial assignee from re-assigning the ticket back to the service desk if he decides that it was mis-assigned or that the problem lies somewhere else. Instead what …
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From the ITIL Community Forum Q: When do you create a problem record? My opinion is, an incident goes through the 1st-level and 2nd-level. If it isn’t possible to solve the incident, the incident became an unknown-error. At this point I would open a problem record. A: There are three commonly accepted reasons of when …
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From the ITIL Community Forum Q: I propose you the following scenario : 1) A user calls the SD because he cannot access an application page. 2) A second user calls for the same reason 3) Then a third …. After a rapid investigation Production states that there was an issue with the DNS server, …
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