Difference Between Change and Release

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

From the ITIL Community Forum Q: Can anyone help to clarifiy the diference between Change Management and Release Management. A: ITIL defines Change Management as the process that coordinates changes to the infrastructure. Release Management is process that implements authorized changes. To think of it terms of modern IT, Change Management is what most corporations …
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Executive Reporting

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

From the ITIL Community Forum Q: Has anyone created and implemented an ITIL Executive Mangement dashboard?  If so, what components have you used?  Has it proven to be successful and help the executive management team understand the performance of the IT organization (good or bad)? Kind of an Answer: Ok, here is a funny story …
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Systems Management vs. Service Management

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

From the ITIL Community Forum Q: When implementing ITIL into an Enterprise Operations network what area should or does Network Management fall under? A: Network Management is an area of systems management. ITIL is about Service Management. Since the network is a keystone in the delivery of just about every modern day Service, all of …
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Incident Ownership

March 28th, 2014 | Posted by Don Boylan in Incident Management - (1 Comments)

From the ITIL Community Forum Q: Are the service desk supposed to retain ownership of ALL incidents? A: I have always taught that the Service Desk does not own the Incident Management Process, but they do own the Incident Records. They may not define how Incident Management does its job through the multiple functional areas …
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IT Support Tiers

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

From the ITIL Community Forum Q: I’m wondering if anyone can help me with ITIL or industry standard definitions of Tier 1, 2 and 3 (or first-line, second-line, and third-line) support roles in Incident Management. A: ITIL doesn’t differentiate based upon the skill level or ability to resolve issues for 1st Level, 2nd Level, 3rd …
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Change Advisory Board Agenda

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

From the ITIL Community Forum Q: I was wondering if anyone could halep me out…………. I have been aked to prepare a new CAB agenda as part of my new role. Please can someone help me out on what they would consider to be a ‘good agenda’ A: As far as when an RFC should …
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Single Point of Contact

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

From the ITIL Community Forum Q: A large company has currently two points of contacts to the user/customers: HD (Help Desk) and CS (Customer Support). Each has some specific tasks. However, there are some conflicts between both and no clear ownership of incidents since each of them may forwrd some types of incidents to the …
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