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IT Service Management
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METRICS FOR DEALER MANAGEMENT SYSTEMS

April 28, 2016 • ITIL V3 Application Support Q & AComments (1)

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, improvements. Can you see another point to include in …

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bugs, known errors and incidents – prod, dev and test

April 28, 2016 • ITIL V3 Application Support Q & AComments (1)

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

Customer Managed Activity

April 28, 2016 • ITIL V3 Application Support Q & AComments (1)

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

Applicaiton Support Resources

April 28, 2016 • ITIL V3 Application Support Q & AComments (1)

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?

Customer Managed Activity

April 28, 2016 • ITIL V3 Application Support Q & AComments (1)

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