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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 membership@itsmf.co.uk and we will be happy to provide you with a Forum Contributor login.
by M. Lillycrop
24 July 2014
Agile Service Transition processes 0 S. McNicoll Hi there,  I run the ITSM function here, and have been set an objective to incorporate our agile dev-ops activities into our very waterfall Service Transition process. I know that a culture change is needed, but i think the could be developed by having an idea in my head of how the process could actually work to accommodate the reality. In realist we have both waterfall and agile projects in flight, have any of you ever tackled this before and do you have any suggestions or processes i could look at for how you have managed to achieve a good balance with this?   Many Thanks Sarah
by S. McNicoll
12 February 2019
SFiA v7 Skills Framework 0 J. Geary Hi all,  I am currently working for an organisation that is considering adopting SFiA as part of their Future Capability planning. I think the SFiA frame work is pretty straightforward out of the box but I am struggling to find more information about mapping SFiA responsibility levels to an organisations existing salary bands. Although I have done some extensive research I cannot find any examples or recommendations on the best way to approach this.  Have any of the members implemented SFiA and if so, would they be happy to share how they approached the mapping of SFiA responsibility levels to their own salary bands? Thanks  John  
by J. Geary
23 January 2019
IT KPIs 0 S. Reynolds Hi there Looking for some examples of IT key performance indicators and balanced scorecards across different organisations? We are in the process of refining these in our department as we have too many of what I think of as service desk metrics such as call resolution times, SLAs etc... and very little on what is actually helping to drive change and improve experiences/services as a whole. Any advice appreciated! Sophie
by S. Reynolds
17 January 2019
IT KPIs 0 S. Reynolds Hi there Looking for some examples of IT key performance indicators and balanced scorecards across different organisations? We are in the process of refining these in our department as we have too many of what I think of as service desk metrics such as call resolution times, SLAs etc... and very little on what is actually helping to drive change and improve experiences/services as a whole. Any advice appreciated! Sophie
by S. Reynolds
17 January 2019
Best Practice in testing Microsoft Operating System Patches 0 M. O'Hare We are an organisation who have quite a number of procured systems and we have appropriate testing and test plans around the implementation and upgrades of these systems.  I was looking some advice around testing of these procured systems after a Microsoft operating patch has been applied.  I have asked Microsoft but they have just said not as much as when you are putting in a new system or upgrading.   
by M. O'Hare
17 January 2019
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: 978-1490719450http://www.amazon.co.uk/Measuring-ITSM-Reporting-Management-Executives-ebook/dp/B00H98MFJK/ref=sr_1_1?ie=UTF8&qid=1455111061&sr=8-1&keywords=ITSM+reportings
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

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