My Incident Management project is now closed :-)
After our successfull roll out and a few months closely watching how well each group or analyst follows the process, we have gradually reached the service level we targeted! It wasn't straightforward, certainly challenging, but very rewarding.
The hardest part will be keeping up the good work ;-)
I hope you will have success with your initiatives too :D
After our successfull roll out and a few months closely watching how well each group or analyst follows the process, we have gradually reached the service level we targeted! It wasn't straightforward, certainly challenging, but very rewarding.
The hardest part will be keeping up the good work ;-)
I hope you will have success with your initiatives too :D
posted by ITIL Project Manager at
4:22 PM
4 Comments:
Congratulations! We're rolling out a more focused service desk and fine tuning our incident management processes at the same time. The new structure goes live in January, so we're pretty excited as well. I hope we're as successful.
By
Anonymous, at 5:56 PM
Interesting blog. One of the few sources of information on ITIL which gives one the practical side of things.
I would like to invite you to join us at the Itil Forums as I think you will be able to make some valuable contributions to the community. In return, you will be able to add a link to your blog in the signature of all your posts.
Hope to see you there.
By
Arno's blog, at 12:08 PM
very interesting experience, thank you for all of that, i was really stunned while reading espacially that i have to do exactly what you have done, i am suppose to start my project charter for implementing the ITIL in our IT department,
since you have gone through all of this, is it possible if we can take a look into your documents and plans and project charter?
By
Unknown, at 2:59 AM
Very interesting blog....well done and best of luck with your project
By
Aviator, at 5:20 PM
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