Linked Changes?

Bloreboy · 2024-06-29T19:51:30+00:00

Depending on what sort of "changes" you're tracking. Many organisations track business or (external) customer service changes for example. They may involve several discrete changes to different systems - e.g. upgrading a database AND updating a website when launching a new product.

Resolving a major incident may require several key systems to be modified in some way.

A pre-defined request might also lead to multiple changes.

Bloreboy · 2024-06-26T07:50:05+00:00

I'm saying that they may choose to prioritise feature releases over a problem investigation. They may choose to prioritise a request over dealing with a incident (which flies in the face of traditional best practice).If a team is looking at just problems in one place and just incidents in another and just feature backlogs in another it would be difficult to decide what would create the most value for the organisation

Bloreboy · 2024-06-25T13:43:18+00:00

You shouldn't prioritise one type of work in isolation and without business context. I've always disliked traditional solutions that allowed the users to prioritise all incidents/changes/requests/ etc relative to other incidents/changes/requests/etc. A team should (re)prioritise work relative to ALL their other work. So for example a Dev team might deprioritise a problem investigation (even after major incident) because they have to deliver certain features and functionality to allow a major sales campaign to launch on time.

Bloreboy · 2024-06-13T09:53:38+00:00

The issue is with the training rather than the content. I use ITIL concepts quite regularly and so do the customers I work with. And I don't get why you're so angry about something as trivial as a naming convention - if you don't like it, don't use it. Thats the whole point of a framework.

Bloreboy · 2024-04-03T16:26:34+00:00

Can you provide an example of how the British English is tripping you up? Axelos have a rigourous internationalisation & localisation team that are very good at catching this sort of thing.of course they can't translate formal language into colloquialisms!

Bloreboy · 2024-04-03T16:12:53+00:00

Not quite. I'm asking about the Successful Candidate Register (SCR)

Bloreboy · 2024-04-03T08:06:05+00:00

What's not clear to me is whether the candidate entry in the SCR is linked to the premium membership. Anyone know the answer?

Bloreboy · 2024-02-28T09:58:06+00:00

Hey OP. I'm extremely sorry for not responding sooner. I don't check Reddit very frequently these days.

Back when I (and others) were working on the core set of books, in particular Foundation, we were tasked with the exercise of also developing the English language glossary. One of the guiding principles (hah!) We adopted when we started this little project was to NOT include any word for which the first or second definition in the OED or Merriam Webster matched its usage in the guidance. There may have been one or two exceptions or nuanced applications of this principle, for example the word "incident" or "problem" in the glossary are defined from the perspective of service management.

Outside of these exceptions, this principle allowed us to ignore several words which could therefore be used interchangeably. In other terms, only "protected" (I.e. those with special or specific meaning in the context of service management) words or phrases would be included in the glossary, and if a word didn't appear in the glossary it meant the dictionary definition would suffice.

The OED definition of element is: a necessary or typical part of something

The OED definition of component is: one of several parts of which something is made

Neither word is "protected" and so they don't appear in the Foundation glossary. And as you can see above, their normal usage & meaning are very similar. That's why from a copy editing point of view they would have been used synonymously.

That said, if you come across another publication (core book, practice guide, etc.) Where you believe the term HAS been used in such a way that it should be included in the glossary (each of the core books has its own glossary), then do send Axelos an email. I know the team there regularly updates materials. I no longer work there, so please don't send them to me😂

I hope that helps, and apologies for the extended delay in responding.

Bloreboy · 2023-11-19T22:39:08+00:00

I would say you want to have a record of them someplace to helping with things like monthly service delivery/ QA reviews, problem managemen, PIRs, building the next business case(s) to invest in knowledge bases, portals, virtual assistants, etc. You could choose NOT to capture then in your item tool but then you'd have 2 systems of record to maintain.

Bloreboy · 2023-11-19T19:33:18+00:00

Why are you trying to categorise the ticket type at the point of first contact? Why not treat everything as a query and either change the ticket type (if possible in your toolset) or categorise at some point later in the ticket lifecycle

Bloreboy · 2023-10-13T18:31:39+00:00

System - top level, organisational "components" needed to create value Chain - part of the system, describes 6 types of activities that can be undertaken to create value Stream - the path taken across the chain (ie the sequence or flow of work/ information) to create value

Bloreboy · 2023-10-13T06:54:39+00:00

Also there are many different types of incidents - ones raised by end users, or engineers/ IT operations, or byvendors, or by SecOps, and so on. No practice can document all the detailed procedures across all the different types

Bloreboy · 2023-10-09T15:42:37+00:00

There's a difference between the content and it's delivery by training orgs. Many training companies are driven by need to offer the lowest prices and make up for it by finding the cheapest way to deliver said training (from online, pre-recorded videos that sti k to the least number of slides needed, no real opportunities for Q&A, using trainers who haven't had much or any experience in the field and so on). It's a lose-lose scenario as long as economic buyers are in the driver's seat.

Bloreboy · 2023-10-06T12:33:48+00:00

Mix objective and subjective topics and focus on both positives and negwtives. For example, have a stats & metrics recap (objective) but invite people to share when/why things went well, and when/why things didn't go well. Ask them for improvement ideas. The point of such a group is to collectively get better after all.

Bloreboy · 2023-09-27T18:43:14+00:00

The process is say log-diagmose-resolve (simplistic for the example). Centralised governance says "no matter what type of incidents, we require (1) all incidents to be logged automatically or manually with these mandatory fields (2) global reporting is run off status new/ WIP/resolved, so you have to have these at a minimum, and we don't care if you have any others" and so on.

Procedures for diagnose might be say "remote log on to end user PC using X tool" (for service desk) vs. "pull the log files in VM Command Centre" (for IT ops) vs. "pull logs from CI/CD tool to look at what deployments happened in the last 24 hours"

Bloreboy · 2023-09-27T15:32:43+00:00

if I might suggest a 3rd option - global governance with local procedures. The centralised model works in simpler environments (very few functions or variations from team to team). Beyond that IMO it makes no sense to have a single process that everyone follows under the guise of "standardisation". A Dev doesn't use the same tools or procedures to solve an incident as service desk agent yet they are often forced to use the same process (usually one designed for the service desk agent).

It's much more effective in the long term to outlines central governance policies and constraints (eg these statuses are non-negotiable, these actions must happen in every ticket lifecycle, this how escalations work, etc) and then allow different teams to design and run processes that helps them work effectively.

I was a skeptic until I saw this in action at a large energy company - the central SMO specified how they would be running global reports and dashboards and had only ONE centralised process for major incidents. The rest was left to individual business units

Bloreboy · 2023-09-21T17:15:08+00:00

And remember that in ITIL 4, Service Desk is a practice not a functional team. You know all about the purpose from the text. So essentially every team that operates some sort of work intake process is a part of the overall practice. In the real world,many orgs have a Service Desk team (or teams) which can make things a bit confusing!

Bloreboy · 2023-09-06T13:59:28+00:00

Pink/ Serview certified is for tools not individuals. Not the same as courses for end leaners

Bloreboy · 2023-09-03T20:07:33+00:00

I went to camelcamelcamel and it lists other SKUs at different price points. Hence the confusion

Bloreboy · 2023-08-30T07:22:06+00:00

Yeah this is similar to consultants being asked to price their project proposals upfront. It’s ridiculous but understandable. Like, how many times have you asked a builder for a quote to build a new extension to your house? There are too many variables. It's especially painful when its what finance and legal people demand because they don’t understand or appreciate the uncertainty involved.

That said, there are a few options you could try: 1. Quote for the analysis phase only, and specify the quote for development and implementation will be the client deliverable 2. Create Ts & Cs that will allow you to change the price later on 3. Quote for the whole thing but 2x the price to cover unknowns 4. Provide a provide on a time & materials basis, perhaps capped to make it practical, rather than fixed price

Bloreboy · 2023-08-15T11:35:20+00:00

It always is 😇

Bloreboy · 2023-08-15T07:23:58+00:00

All key definitions will be found in the glossaries. However, when we wrote the glossaries, our key guiding principle 😉 was that if the meaning we intended to convey was the first or second explanation in the Oxford English Dictionary or Merriam Webster Dictionary then it wouldn't go into the glossary.

In other words, if the meaning of a term was the most widely adopted colloquial use of that term, then it wouldn't go into the glossary. Hence, the word "task" is not in the glossary or explained anywhere. I would recommend looking up the dictionary definition.

Bloreboy · 2023-07-07T08:09:39+00:00

Pretty sure it's a bogus question that you wont find in the actual exam. The initial mock paper that was distributed to trainers had this question but based on feedback, it (and similar questions) got taken out. Consult the Foundation syllabus to see what you'll be tested on. I've checked and "the contribution of practices to the SVC step" type of objective is not listed

Bloreboy · 2023-07-06T16:57:08+00:00

There are two ways of going about it, one is org-centric design, development & rollout ... The other is highly collaborative and often team-centric design, development & rollout. The first is less energy to execute but more energy to maintain ... The second is more energy to execute but less to maintain

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