From the ITIL Community Forum Q: Any thoughts on whether a Service Desk that focuses on business processes and application monitoring, (the business process status is based on predefined aggregation rules for subcomponents) should be segregated from an Operations Bridge monitoring at the component/exception level?  I am looking for possible economy of scale from a …
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From the ITIL Community Forum Q: Our company is currently implementing ITIL and I was appointed to create a handbook of the Change Management Process. The handbook draft has been finalized and presented to the head of Operations. We had a consultant that helped us reviewed the draft and he gave clarification to proceed with …
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From the ITIL Community Forum Q: According to ITIL, Problem management explains that “An Incident can never ‘become’ a problem”. Can anyone explain how this is possible with an explain? A: Some tools allow the user to take an Incident record and “promote” it to a Problem. This is wrong. Remember that the Incidents associated …
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From the ITIL Community Forum Q: Not an ITIL question but seeking best practice or perhaps better practices. The Service Desks which I own perform standard desktop troubleshooting, password resets, email client troubleshooting etcetra etcetra. I am now trying to incorporate( my teams have the bandwidth) the following into the support scope : 1. Incident …
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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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From the ITIL Community Forum Q: I’ve recently studied ITIL, learned the stages involved and took the exam.However now the time comes that I’m supposed to apply this in a written report on the implementation of ITIL v3…. Does anyone know just how on earth this is done? A: A good way to approach to such …
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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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