Creating OLAs

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

From the ITIL Community Forum Q: Has anyone had experience of developing OLAs recently?With multiple IT support groups does there need to be an agreement between each group therefore requiring multiple OLA documents. e.g. Agreement 1 – Apps Support & service desk Agreement 2 – Tech support & service desk Agreement 3 – Tech support …
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Incident or Change

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

From the ITIL Community Forum Q: Hypothetical: A server is generating log files (it is not given as to why), but the amount of log files it is generating is going to cause a fault (hence a problem has been identified).  The fault is when the log files fill up the hard disk, there will …
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From the ITIL Community Forum Q: What are the most important skills and personality traits of a good Service Desk Team Leader? A: I have been that person in several previous lives and was often asked that very question. My answer was always two-fold: 1) I have the temperament of an Air Traffic Controller in …
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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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Determining Root Cause

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

From the ITIL Community Forum Q: What does “root” means? for example, a network connection down because of network card is  broken. This is “root” or we need to dig deeper to find out why the card is broken….how many “why” we should ask… A: I have used the 5 Whys rule of thumb for …
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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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