Defining the Scope for an IT Service Assessment

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

From the ITIL Community Forum Q: One of the tasks I have coming up is to complete a maturity assessment within our organisation with regards to Service Management. I am planning to use the CMMI model and the ITIL processes to come up with a questionnaire to pose to key stakeholders.  However, with the customer …
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Must Incidents be Resolved to Workounds if they are Available?

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

From the ITIL Community Forum Q: Look at the statement bellow and tell me if you agree; “A Problem record cannot be progressed into a known error until all associated incidents are resolved” This appears to be supported by the blue book which states; “A known error status is assigned when the root cause of …
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Definition of an Outage

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

From the ITIL Community Forum Q: During a cross-functional meeting today, an interesting observation was raised. What, in fact, is an outage? Sometimes, the answer is black & white. A service is completely unavailable because somebody shut a server down or some such event. Other times, however, we have a grey area. Suppose, for example, …
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Incident or Not?

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

From the ITIL Community Forum Q: We are trying to figure out whether the following would be categorised as an Incident as per ITIL standards A service was incorrectly coded at Application Development and Not noticed by anyone including QA. The service went live and the problem was noticed only when a client reported the …
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Is a Workaround a Resolution to an Incident

March 28th, 2014 | Posted by Don Boylan in Incident Management | Problem Management - (0 Comments)

From the ITIL Community Forum Q: Should an incident be closed if a work-around is found and an associated Problem record has been created, or should the Incident remain open until the Problem is closed? A: According to the strict definition of ITIL (at least according to the way I have interpreted the books), yes. …
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Pink Elephant’s Annual ITSMF Conferences

March 28th, 2014 | Posted by Don Boylan in ITIL - (0 Comments)

As a disclaimer, I should point out that I am a former Pink Elephant employee. That being said, I got my introduction to service management at a Pink Elephant conference. It was quite by chance. I had an unused  business airplane ticket voucher good for travel anywhere in the US that was about to expire. …
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Resolving Incidents Associated with Bugs

March 28th, 2014 | Posted by Don Boylan in Incident Management | Problem Management - (0 Comments)

From the ITIL Community Forum Q: I’ve got an email from a customer that report of an issue using the application. (like market estimations after year 2030 are clearly false) I open an incident ticket. After a first analysis it appears evident that this is related to an application bug. I open a problem ticket …
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