Post by account_disabled on Dec 13, 2017 4:33:07 GMT -8
Hi all,
I have some difficulties to understand the relationchip between ITIL processes, moreover english is not my language
I considered the example of a PC break and is replacement.
Step 1) incident management via service desk function
diagnose, send Service Request (not RFC) to appropriate technical service.
Step 2) Configuration management
the technical service update the status of the old pc, prepare the new one, and update the information and status in the assets management (something like cmdb).
Step 3) Release management
the technical service send the pc to the user
I've got 2 remarks about this scenario.
1) I'm not sure Release management is a step of a pc replacement because it's a pre-establihed procedure ((service request);( is it?)).
However, in the first chapter of Release management we can read that RM is used to implement new software Releases or hardware into the operational environment. But few lines later we can also read "Release Management should be used for: large or critical hardware rollouts, especially when there is a dependency on a related software Change in the business systems, i.e. not every single PC that needs to be installed". So I'm in trouble with these two sentences.
Could anyone suggest me the appropriate path of a PC replacement in ITIL processes?
2) In Itil, there is 10 process. But no one describe the example of changing a PC.
Do we have to compose our own processes by assembling "component process" from ITIL? (see example above, step 1, 2, 3)
Does anyone get some home-made example of a representation of day to day used processes?
Could he spread these examples to the community?
Thanks
I didn't find the right solution from the internet.
References:
www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&t=557
Business Whiteboard Animation Video
I have some difficulties to understand the relationchip between ITIL processes, moreover english is not my language
I considered the example of a PC break and is replacement.
Step 1) incident management via service desk function
diagnose, send Service Request (not RFC) to appropriate technical service.
Step 2) Configuration management
the technical service update the status of the old pc, prepare the new one, and update the information and status in the assets management (something like cmdb).
Step 3) Release management
the technical service send the pc to the user
I've got 2 remarks about this scenario.
1) I'm not sure Release management is a step of a pc replacement because it's a pre-establihed procedure ((service request);( is it?)).
However, in the first chapter of Release management we can read that RM is used to implement new software Releases or hardware into the operational environment. But few lines later we can also read "Release Management should be used for: large or critical hardware rollouts, especially when there is a dependency on a related software Change in the business systems, i.e. not every single PC that needs to be installed". So I'm in trouble with these two sentences.
Could anyone suggest me the appropriate path of a PC replacement in ITIL processes?
2) In Itil, there is 10 process. But no one describe the example of changing a PC.
Do we have to compose our own processes by assembling "component process" from ITIL? (see example above, step 1, 2, 3)
Does anyone get some home-made example of a representation of day to day used processes?
Could he spread these examples to the community?
Thanks
I didn't find the right solution from the internet.
References:
www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&t=557
Business Whiteboard Animation Video