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ITIL Process

160+ Answers to ITIL® Process Questions

Answers to ITIL® Process Questions Last Modified
What is a simple way to implement SLAs for a follow the sun service desk 2014-05-03
Should we stop the clock to avoid breaching the SLA 2014-05-03
How to identify workflows to develop first 2014-05-13
What are the challenges of automating the approvals of service requests 2014-05-13
How to make people stop providing services IT does not offer 2014-05-21
How to report consumption of services to customers 2014-08-20
Do projects need to log RFCs 2014-09-26
Should projects log Incidents and Problems 2014-09-26
We need SLAs. Should we start with Service Level Requirements 2014-10-01
The CIO wants Service Level Agreements. How to deliver on that request 2014-10-01
What is a non IT example of Problem Management 2014-10-13
How does it work when an incident requires a change 2014-10-18
Does an emergency change need an incident 2014-10-24
The incident was resolved by replacing the hardware. Should the incident be kept open to manage the repair process 2014-11-01
Is the Service Desk a service and should it be included in the Service Catalogue (itSMF Service Matters - Issue 17 Nov. 2014).pdf 2014-11-04
When is a standard change no longer a standard change 2014-12-01
Why a process to maintain standard changes should be implemented 2014-12-01
How to implement Standard Changes 2014-12-01
What is the content of a standard change 2014-12-01
Should Standard Change procedures be stored in the CMDB 2014-12-01
How is a Standard Change Pre-Approved 2014-12-01
How to identify standard changes 2014-12-04
Is a How-to an Incident or a Service Request 2015-01-20
How to reduce the number of incidents caused by user training 2015-01-20
People are confused between a normal and a standard change. What is another name for it 2015-01-20
Users are calling our IT staff directly. How to get them to call the Service Desk instead 2015-01-20
Users are calling our IT staff directly. How to get them to call the Service Desk instead 2015-01-20
When should we log an RFC - Is it when IT gets the call 2015-02-17
Users are not getting back to us. How to avoid breaching our SLAs 2015-02-23
Is there a standard we can use for the CMDB structure 2015-04-12
How many Configuration Librarian(s) do we need 2015-04-12
Should the incident be reopened or a new one logged (itSMF Service Matters - Issue 18 April 2015).pdf 2015-04-27
What is another term for User 2015-04-28
How many Service Catalogs do we need 2015-05-04
What are 16 challenges when gathering information for a customer-facing Service Catalogue 2015-05-04
Should the Service Desk be included in the Service Catalogue 2015-05-04
What are good groupings for a Service Catalogue 2015-05-04
Can we have a copy of your Service Catalogue and we will be done 2015-05-04
How to automate the chasing of users to confirm that their incident or service request can be closed 2015-09-16
How to ensure that incidents and service requests are closed quickly when there is no SLA 2015-10-27
How to reduce the number of emergency changes 2015-10-27
Does the change manager need technical skills and expertise 2015-11-01
What level should the Change Manager position be to have the authority to reject RFCs 2015-11-01
What is a quick way to implement Change Management 2015-11-01
What are the skills of a change manager 2015-11-01
How to increase attendance to the CAB meetings 2016-01-13
Where to download a free introduction to ITIL 2016-01-25
We need a small-scale bite-size approach to populate the CMDB 2016-01-26
Who closes the Major Incident 2016-03-31
Should we automatically import auto-discovered CIs in the CMDB 2016-06-08
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