From the ITIL Community Forum Q: We are using Oracle ERP and want to change the restriction on passwords from 6 characters to 8 characters. This will be done through standard functionality within the application. Can anyone tell me if they consider this a candidate for the CM process? It seems that we are taking …
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From the ITIL Community Forum Q: I am preparing a management report that will act as a means of explaining to every one in IT department why we perform Config Management audits. While I personally know the reason for performing such audits, would anybody help me point to a few points that describes why such …
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From the ITIL Community Forum Q: The same user calls repeatedly to the help desk reporting a blue screen of death, does this become a problem until the bsods stop occurring? Additionally, if the problem is corrected by re-imaging the machine, what would be the “root cause?” A: This is actually one of my favorite …
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From the ITIL Community Forum Q: Query with regards to defining known errors. Generally I would take a known error to be you have found the root cause of the problem/diagnosed what the issue is and have potential work around. However, I have a grey area situation in that: We know what the issue is …
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From the ITIL Community Forum Q: Does anybody know how ITIL would be dealing with unresolvable issues? i.e.   issue that have no resolution or are to costly to resolve etc … A: Yes, ITIL says that any Incident that cannot be resolved (the Service cannot be restored) should be referred to the Problem Management process. …
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From the ITIL Community Forum Q: All changes to CIs must have an RFC is what we stated in our Configuration Management process. But now there is some discussion on that statement may/should not hold true for some types of changes to the CI attributes within the CMDB What do we do when: 1.  When …
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From the ITIL Community Forum This post can’t be summarized and includes multiple follow up questions which contain (I think) some of my best responses. So here it is in full: Q1: I just found this very useful forum and I want to ask the experts here if I understood the ITIL processes correct. I will give …
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