Prioritizing Incidents with the Same Priority

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

From the ITIL Community Forum Q: I’m starting to bring ITIL process into being in our organization, however I have this issue with Incident priorities. I currently have 5 priorities “Critical through to Query” but still end up in the same position that I have 50 Incidents all with the priority of “Standard” – this …
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Are Full Scans of Servers a Change?

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

From the ITIL Community Forum Q: There has been some recent discussion in my organizations on how to handle vulnerability scanning against production devices.  While agents have been installed on all the target devices, my security group would like to run quarterly vulnerability scans. The issue at hand is how to handle this request.  Most …
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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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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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Workaround Activities

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

From the ITIL Community Forum Q: Workaround for an incident. Is it Incident Mgmt’s responsibility or Problem Mgmgt’s one? A: A Workaround is an effort to bypass the effects of an Incident by not relying on affected infrastructure. The question of “Who does it” is a little misleading. Anyone from any team could implement a …
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Opening Incidents to Existing Problems

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

From the ITIL Community Forum Q: You have a Major Incident which goes right through the Incident lifecycle but try as they might the techy guys cannot find out what is causing it or how to fix it. A Problem record is created for the issue and PM are making steady progress on it. PM …
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ITIL Standards for Response / Resolution Times

March 29th, 2014 | Posted by Don Boylan in Continual Service Improvement | Incident Management | Service Level Management - (2 Comments)

From the ITIL Community Forum Q: I am reviewing the current response and resolution time metrics for an internal service desk that supports a 10,000 person company.  Currently the company uses 4 severity levels for incidents.  While I realize the response and resolution times are defined by an SLA, is there a good benchmark to …
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