whether a problem record is required
I'll admit the point of the post is obscure but you are missing it I think :) The issue is not the difference between incident and problem. It is whether the Incident Resolution procedure is "allowed"...
View ArticleI may have missed that point but...
Skep Accepted I may have missed the functional aspect. Thats for governance to determine on a case by case (customer/service/service model) basis - go to your copy of USMBOK for more on some rules....
View ArticleDo not have two processes doing the same thing
There is no sense in having two processes doing the same thing. IM must solve incidents, whatever it takes. PM is a different process with different goals. All PM is then proactive and the goal is...
View ArticleAudit
Where to begin? In this reply I will try and stick to the audit issuesGeneric ITIL audits are of variable value. Most people designing and undertaking them have little understanding of or training in...
View ArticleA problem record means the alligator is still out there somewher
My definitive (non-facetious) answer to this:I think the auditor was making the point that it is good practice to always check for root cause of a major incident. An alligator mauled you. Did you kill...
View ArticleAudits, Root Causes and Driving Tests
Skep Its my experience that auditors check for existence of compliance or similar - with some black and white 'shall'. Now how that compliance is demonstrated varies wildly and is wholly dependent upon...
View ArticleWhat do the auditors know?
In my experience auditors vary greatly in their capability. It worries me that many ITIL assessments are carried out by people who in practice have limited experience of the full range of ITIL...
View ArticleDoes this stand up to scrutiny?
Surely it would be in the interests of some of the vendors to promote their own data model, and it would be easier for them to "prove compliance" if such a model existed? I thought HP were actually...
View ArticleActually there are mentions
Actually there are mentions of data schemes in the books. See for example Service Operation, page 50, 4.2.5.3. Even in some detail : see page 66, 4.4.7.2, Note in the second column. But it's really...
View Articlethe battle of the blogs
Well this is fun: the battle of the blogs. Being compared to Monty Python is a good thing right? Astute commentators who pointed out absurdities in orthodoxy.Readers who are members of LinkedIn group...
View ArticleSuspect anybody who calls himself an ITIL evangelist or guru
Juan calls himself evangelist and he seems to have a clear model in his head but it is not based on ITIL or ISO 20000. The people who call themselves gurus or evangelists seem to be unable to discuss...
View Articlespecialist priesthood
let's not bring the individuals into it. there are two issues I see here:- consultants, especially auditors, who see fit to impose interpretations (however sensible) above and beyond what is...
View ArticlePriesthood and biblish behavior causes wars
Religions have besides comforting many many people caused the death of very many people. I do not think we should approach ITIL like a religion.I always compare ITIL with a good cook book, build on...
View Articlebest of British
...the BBC, Winston Churchill, the Goon Show, rugby soccer and cricket, Rolling Stones, miniskirts, my ancestors, the Westminster system, nuclear fission, Shakespeare, fox terriers, Top Gear, Led...
View ArticleAnd Let's Not Forget ...
... her majesty the Queen - Gawd Bless 'Er!It was her personal publishing company that brought us ITIL after all!
View ArticleI rest my case
I've posted a comment on Juans Blog. He answered. Reading is an art. See for yourself.
View ArticleBoth camps had it wrong?
It would seem that in this extended and heated LinkedIn argument maybe everyone had it wrong. Crudely there were two camps: (1) When a Major Incident is resolved, the root cause and its resolution...
View ArticleIncident/Problem records
Having worked in a data center for more than 10 years, I find it interesting that folks don't have separate findings for the incident and the problem. Incident focus is to restore service and...
View ArticleMature environment
Dear VisitorIt looks like you are working in a mature and well organized environment. But I would not be surprised if you did not have many end user calling you direct, usually there are desktop...
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