Proactive Problem Management

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The two main activities of Proactive Problem Management are: Trend Analysis * Review reports from other processes (e.g. trends in incidents, availability levels, relationships with changes and releases) * Identify recurring Problems or training opportunities for IT staff, customers and … Continued

Incident identification

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The implementation of Incident Management should consider the range of sources where incidents can be identified. These typically include: * Customers and end users * External customers (of the business) * IT staff members * Automated mechanisms, including those governed … Continued

Service Desk Skills

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Due to the role played by the Service Desk, staff members need to have (or have the ability to develop): * Communication Skills * Technical Skills * Business Understanding. The most important of these three is communication skills, as the … Continued

The Activities of Change Management

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Where can RFCs be initiated? Anywhere (Other ITIL® processes, customers, end-users etc.) Who does the actual build/test/implement? * Technical areas * Project Teams * Release and Deployment Management. Important Steps: 1. The RFC is logged 2. An initial review is … Continued