Wizard Wisdom: answers from the ITIL® Wizard

Hi Mr Wizard,

I have a confusion between a SLA & an Under Pinning Contract, In a production enviroment suppose if a Telecom Circuit goes down, If we engage the service provider for Incident management/RCA, we speak about the SLA there. But we actually agree an Under pinning Contract with the Service Provider during provision of the telecom circuit. How are under pinning contract & SLA related and what is the difference ? Can you please Clear my doubt.

Regards,

Lamar

I need your assistance please. I am having a debate right now with some folks here about creating an incident ticket(ICM) when a Service Request(SVR) has not been successfully completed. Why should we open an incident …this is not what ITIL says.
Why are we reworking SVR’s as ICM’s? This is incorrect from an ITIL perspective. The purpose of Incident Management is to restore service during an outage or service-affecting-issue as quick as possible.
Would this be classed as a change-related incident i.e. a SVR was not done correctly which results in an incident being created. Now the resolution of that rework is being driven through an incident.

You response will be greatly appreciated.

Rgds

Hey Wiz!

I am going to start work in IT service delivery. I would like to know the important things that I should know in incident, change and problem management for day to day activities.This will really help me. I don't have time to attend a course or read some dumb books. If you could just sum it all up for me that would be great. Can't be too much to it, surely...

Thanks Wiz!

Chuckie

Dear Skep,

A friend of mine works at an organisation that is migrating from one tier-1 ITIL tool vendor to another tier-1 ITIL tool vendor. They have been assured that they can adopt ITIL compliant processes out of the box using their toolset and are starting with Incident, Problem, Change, Service Catalogue, Request Fulfilment, Configuration and Service Level Management.

The vendor also sold a project manager and a technical guy for implementation.

It all seems too easy. What could possibly go wrong?

Thanks in advance.
Nervous

Dear Wizard,

It's been a few days since I started to discover the world of ITIL and to study for the Foundation exam.
In the book(s) there is a number of "Business" words, and I cannot understand what side of business do they talk about: "Business Capacity Management", "Business Service (Management)", "Business Continuity Plan", "Pattern of Business Activity", etc. Their definitions are really puzzling.

Dear The
I am prepping to take ITIL v3 Intermediate- Rel, Control & Validation and am confused on the difference between CMS and SKMS. The Service Transition book gives me the impression that the CMS is only the data & information layer of the SKMS and therefore the knowledge processing layer and presentation layer are not in the scope of the CMS. Is this correct?

Beats Me

Dear Mr Wizard

We hear a lot about what ITIL is. Can you say what ITIL is not?

Signed
Reverse

Dear Wizard,

What is a Service Archetype, and how it is different from LOS?

Is Figure 4.4 in Service Strategy exhaustive or it is just an example?

Thank you

Dear Mr Wizard

We would like to ISO20000 certify only for incident, problem and configuration. Can we do that?

SDM

Dear Wizard

A comment on this IT Skeptic blog said "I have always considered ITIL to be distinct from SM. It considers itself 'good practise' in other words an accumulation of experience or body of knowledge. Wheras SM is based on the concept of a 'service' which is defined in terms of a CMDB. To me both service and CMDB are not clearly defined and lead to confusion. ITIL for all it's faults is a framework take it or leave it wheras SM and iso20000 is a standard based on unclear concepts."

Is it true that service is defined in terms of a CMDB?

Signed
W.T.F.

Dear W