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Question : ITIL v3 Processes

September 22, 2011 ITIL V3 Application Support Q & A 2 Comments

We are re-evaluating our ITIL process implementation. We have Incident and Change implemented based on the need, and we are trying to find out in what order do most industries implement their processes.

2 Responses “ITIL v3 Processes”

  1. Bob Anderson says:
    September 23, 2011 at 2:18 PM

    Jeri, I do not think there is any standard process implementation model. It all depends on business need, or to say it another way “Where are the greatest points of pain” for the business and the IT organization. When you say “Change” I am not exactly sure what you mean, but if you mean Change Control for implementing any Infrastructure or Application changes then I understand,  if it is not that you will have to tell me exactly what this means in your organization.

    In my opinion I would implement Service Level Agreements (if this is not already done) ASAP. This is the road map not only for the services to be delivered to the business customers but also sets service level and metric expectations required by the business and provides solid information for the IT organization to determine it’s ability to deliver these expectations. The SLA is the bridge between IT and the business customer. It is the single most important element of IT Service Management / Delivery.

    Under the “download” section of the Blog there is a article that was published in Computer World under the IT Mentor section “Structuring Meaningful IT Support Service Level Agreements” I think this is a good template (plus you can look up other templates on the Internet) for starting this very important initiative. I hope this helps you. Best Wishes………..  Bob

  2. Bob Anderson says:
    September 23, 2011 at 2:18 PM

    Jeri, I do not think there is any standard process implementation model. It all depends on business need, or to say it another way “Where are the greatest points of pain” for the business and the IT organization. When you say “Change” I am not exactly sure what you mean, but if you mean Change Control for implementing any Infrastructure or Application changes then I understand,  if it is not that you will have to tell me exactly what this means in your organization.

    In my opinion I would implement Service Level Agreements (if this is not already done) ASAP. This is the road map not only for the services to be delivered to the business customers but also sets service level and metric expectations required by the business and provides solid information for the IT organization to determine it’s ability to deliver these expectations. The SLA is the bridge between IT and the business customer. It is the single most important element of IT Service Management / Delivery.

    Under the “download” section of the Blog there is a article that was published in Computer World under the IT Mentor section “Structuring Meaningful IT Support Service Level Agreements” I think this is a good template (plus you can look up other templates on the Internet) for starting this very important initiative. I hope this helps you. Best Wishes………..  Bob

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ITIL V3 Application Support Q & A

If you have any question on the blog content or have some specific question on how ITSM & ITIL can dramatically improve performance and reduce the cost of your Application Support service "Ask Bob"
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Hi Bob, Since I have make a control of doubts from our dealers questions, that uses our SW, is possible to see evaluation of our intern SLA. Me question is: I find only three metrics using to compare months to months our evolaution: error programs, legislation, improvem...
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Gunter, there are many possible SLA components and metrics that can be defined for any application software support. First I would recommend that you read this article which I had published in Computer World on "How to create Meaningful IT Support SLA's"  use this link...
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In your answer to "Question : bugs, known errors and kb articles". You refer to CMMI-DEV and talk about defects and say that CMMI-DEV is for software development and does not deal with operations. So, is that another way of saying that CMMI-DEV ignores operations? Isn't...
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Hi Bob, Continuing on the question i posted yesterday. I understand your comment and we have actually done that. It is a reactive approach and we now want to move to a praoctive approach and want to understand if these activities should be managed under the change proce...
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Amiet, I would put it under the "Incident" process and track dates, number of occurrences, how much lost time, cause (who did it). You will need data for management if the practice has to stop. If you want to be "proactive" in stopping this practice" you must capture bu...
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The chaos in applicaiton support in my company is in part due to the limited resources assigned to aging applications and very little documentation. How do I suggest that we need help?
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Mark, it is doubtful that you can fix the problem, it is mainly a management issue. The best you can do is to gather statistics on the backlog of enhancements, the number and severity of incidents, and how many technical support calls from users you get and the average...
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If a customer is powering down equipment at his site and it will bring down the services during that time, should this be recorded as a change. You will not have any control over this activity and this activity is managed by the customer himself. These activities may ha...
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Amit, first of all why is the customer powering down the equipment? This should be brought to the attention of management and a very strong note sent to whoever is doing this.  If they are doing it on their own without any instruction to do so and it affects other user...

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