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Service management discussion and questions
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Posting to this discussion forum 0 M. Lillycrop This forum is open to posts and comments from members and non-members, but you need to log into the website first. If you are not an ITSMF UK member, please email and we will be happy to provide you with a Forum Contributor login.
by M. Lillycrop
24 July 2014
Best Practice Question - Cooling off Period for tickets? 2 D. Cameron Hi Dave,This is an area I have addressed quite a bit over the years, there's no absolute right answer of course so all I can do is say how I've approached it.Firstly, I agree with Phil in that I have always tried to adapt the 5 working days approach, I also like the "3 strikes" rule, in that user gets an email at resolution with relevant fix details but also with a notification of the cooling off period and that after that if the provider does not hear from them then a new ticket would need to be logged. After 3 days they get a gentle reminder of the move to closure in a further 2 days and then after the 5th day the system sets the status to closed (I would not email the user again). This approach does depend on your customers/users appetite for email and how they perceive communication from their provider at present (too much, about right, too little).I would also say that you need to have someone with the role/system privilege to overwrite the cool off rule (I would say typically this would be your Svc Desk Manager), the reason I say that is that there will also be situations that drive process exceptions or relationship reasons whereby you may wanted to take the decision due to circumstances to re-open a call in a closed state (the challenge is ensuring this is the exception not the rule!).Lastly, I would recommend that the resolution, cool off to closure timeframe and activity is clearly documented and agreed in your SLA's.Hope this helps!Cheers,John
by J. Noctor
06 November 2018
ITIL and Good Manufacturing Practice (GxP) 1 K. Reeves Yes, quite a bit of experience if you're still looking for information on applying ITIL in a GxP environment such as 21 CFR Part 11, Annex 11, etc. Let me know if you're still looking for into...
by P. Green
06 November 2018
DevOps 0 A. Sharma How we can take business to the next level of efficiency using DevOPs
by A. Sharma
01 March 2018
Digital transformation 0 A. Sharma What does digital transformation mean in the future
by A. Sharma
01 March 2018
Best Practice Query for Managing Virtual Assets 0 B. Helsby We have successfully developed a Hardware Asset Management database within our Service Now tool. We now want to take things a step further and start incorporating our Virtual Server Assets. Has anyone any good ideas / experience of how to manage Virtual Assets?
by B. Helsby
21 February 2018
Best Practice Query for Managing Virtual Assets 0 B. Helsby We have successfully developed a Hardware Asset Management database within our Service Now tool. We now want to take things a step further and start incorporating our Virtual Server Assets. Has anyone any good ideas / experience of how to manage Virtual Assets?
by B. Helsby
21 February 2018
Incident Management Adoption Game 0 Ticketmaster Hi all, I'm currently in the process of rolling out a new Incident Management process to the company. Instead of death by PowerPoint I wanted to do something a little more interactive. I wondered if anyone has had any success in delivering new processes like this in the form of a game, task or challenge? Any ideas would be greatly appreciated. Daniel
by Ticketmaster
08 February 2018
ServiceNow Connect 0 F. Higgins Hi - We have recently implemented ServiceNow as our Service Desk tool - and we are looking into the possibility of using ServiceNow Connect (Virtual Chat).  Just wondering if anyone out there is using it, and how successful etc it's been.  Any feedback welcome.  Thank you.
by F. Higgins
19 January 2017
Benchmark Self Service Tickets 0 F. Higgins Hi - Just wondering if anyone has SLAs/KPIs in place for the turnaround of tickets (Incidents & Requests) raised via the Self Service Portal - or any good source of information that would be useful when setting these.  Thanks.
by F. Higgins
19 January 2017
What is a service? 4 Guys and St Thomas NHS Foundation Trust Thank you all for your responses. I'm sorry It's been a bit delayed but there was a hiccup with our membership. It seems that the definition of a service varies from organisation to organisation but that at it's core it is an enabler for the business to carry out a function. I shall read the Pink Elephant discussion paper and hopefully this will shed more light on the discussion.Gail Lumley
by Guys and St Thomas NHS Foundation Trust
09 September 2016
Junior ITSM Positions 0 A. Morawski Team, I am looking for a list of junior ITSM positions along with the job descriptions if possible. Would you be able to support me on this front?   Thank you in advance Adam Morawski
by A. Morawski
20 April 2016
Benchmark Incident and Problem Management 2 T. Burian This book really helped me out! Measuring ITSM: Measuring, Reporting, and Modeling the IT Service Management Metrics that Matter Most to IT Senior Executives Paperback: 196 pagesPublisher: Trafford (4 Dec. 2013)Language: EnglishISBN-10: 1490719458ISBN-13: 978-1490719450
by K. Bagci
10 February 2016
Template for UC (Underpinning Contract) 1 M. Gratrix Hi Matt,Seeing as the UC is if I recall correctly is the document agreeing service levels with an external party, it's possibly worth using an OLA (maybe SLA) document as a foundation. The content should in theory be very similar.There are lots of OLA/SLA document examples on the internet so I've not linked a particular example.Martin
by M. Newman
09 December 2015
Should incident ticket remain open during problem mgmt activity? 1 Guy Davies Guy,The Incident should be closed if service has been restored regardless of means. The goal of the Incident is to handle the fault and provide either a workaround or solution that allows the service to run.
by J. Fernie
02 November 2015
Management information reporting 0 K. Bagci Hi guys, Hope everyone is well. I have a question around MI and ITSM reporting. My directors are asking for some more MI for incidents and they want me to be able to identify trends, sources of issues and so on. We are currently using Atlassian JIRA, Servicedesk and Confluence for the technical aspects (RFCs, changes, internal incident logging) and Salesforce for customer and account management. How are you guys producing this information? What products are you using? What can you recommend? I'm keen to make the reporting process as automated as possible (understandably).  For me, it's key that we all start using the same system for incident logging, but is it a blocker? Thanks Karl
by K. Bagci
13 July 2015
User Confirmation for Incident Ticket Resolution 0 N. Coleman The organisation I work for has an ITIL based process for Incident Management that requires all incidents to be confirmed as resolved by the user before being marked as resolved in our Service Management Tool. This leads to a lot of time being wasted by the Support Analysts chasing the users to confirm resolution and in some business areas has led to negative VOC - why do you keep chasing us? The question I would like to pose to the forum is what do you do in your organisation? I am trying to gauge industry 'Best Practice' to help put together a case for changing our process.  Would be grateful for any feedback/comments.
by N. Coleman
17 June 2015
Service Design SIG 13 M. Lillycrop Phil,I'll mail you separately as I've arranged a meeting for this week - perhaps you'll be able to join in by conference for an introduction.Kind regards, Suzanne
by S. Slatter
09 June 2015
Last Minute Planned Downtime - When should it be logged as unplanned? 0 J. West Hi, We recently had an issue occur within our data centre where we could see that we were going to have a failure which would cause a critical system to go down. As we had a limited amount of pre-warning, our team notified the end users and scheduled some downtime to resolve the problem. The issue we have is that we do not have any definition of how much notice needs to be given to end users of planned downtime outside of the regular maintenance schedule. Could anyone share their practices / industry standard views as to when a planned outage should be logged as unplanned. i.e. If the customer is given 24hrs notice then the downtime would be logged as planned, with less than 24hrs it should be logged as unplanned. This is important for our SLA's which are presented to our customers, but which also directly impact our bonuses. Thanks for your help,
by J. West
29 May 2015
Are you a senior incident management expert looking for a new challenge? 0 T. Wright At Computacenter, we are looking for a Group Service Line Owner for our incident management service.  This is a senior position in our Group Industrialisation division, with accountability for the strategic direction of the service across the Computacenter Group.  If you are interested in this terrific opportunity, details are on the Computacenter website:
by T. Wright
06 May 2015

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