Answers to People questions related to implementing ITIL®

When to use a RACI Matrix
Where can I find a RACI Matrix for the overall Service Lifecycle processes
Where to download a free glossary of ITIL 4
How to get people to log tickets
Should everyone be allowed to create CIs
Should we force everyone to manage to the SLA deadline
Why are people not making ITIL a priority
How to explain that following a process does not cause delays
How much detail should people put in tickets
Should everyone be allowed to log problems
We need a simple Communication Plan that will be actioned
Who should log the RFC
Do we need to consult the Union before implementing a new ITSM tool, SLAs or Client Satisfaction Surveys
What are sample interview questions for a Configuration Management or CMDB consultant
Do people need training if the ITSM tool is easy to learn
What are the impacts when people are not following the process
Do we need CIO support to succeed
What does it mean to have CIO and management support
How to increase attendance to the CAB meetings
How to ensure that people attend training for the ITSM Tool
What are the skills of a change manager
What level should the Change Manager position be to have the authority to reject RFCs
Does the change manager need technical skills and expertise
Do I.T. People need user training for the ITSM tool and how to get them to attend (itSMF Service Matters - Issue 13 Sept. 2013).pdf
What is another term for User
How many Configuration Librarian(s) do we need
How to deal with a team member that disrupt project meetings
How to dedicate people when we’re struggling to manage our workload
How to avoid people on projects from owning the project forever
How to make people stop providing services IT does not offer

More answers to ITIL® questions and its implementation

“When you provide people with the data, knowledge and mechanisms to change behaviours, they do.”
Source: "Taking control of electricity costs” by Mary Bitti, Financial Post · Tuesday, Aug. 31, 2010


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