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 …
Read more

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? …
Read more

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 …
Read more

Ticketing System’s Categorization

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

From the ITIL Community Forum Q: I have been asked to review and re-work an implementation of HP OVSD and need to redefine the Category, Sub Category, Product and Problem classes. Although I have a good idea of the type of options to include, I am looking to align the application as close to an …
Read more

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 …
Read more

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 …
Read more

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 …
Read more