วีดีโอ

Hi There, thanks for reaching out - unfortunatley we don't offer ITIL certification training. I would suggest finding a local certified trainer in your region. We are running a problem management and root cause analysis workshop and master class later this month in the Australia and New Zealand - this will be rolled out in North America later this year. Let me know if this is of interest. All the best. thanks Kirk.

Thank you so much! I'm glad you enjoyed the video!

Thanks very much, i trust you find these helpful!

Thanks for your comment.

Your Welcome!

Your welcome!

Thanks... very much appreciate your feedback.

Thanks for your comments - ITSM can be complex however our job is make it as easy as possible. If you would discuss your goals and challenges and receive expert guidance and advice you can quickly implement then book a free 30 minute ITSM discussion here: www.servicemanagementspecialists.com/call thanks Kirk.

Your welcome!

Great call out, Yes you can - however I would suggest anchoring the CI /CMDB update to the Change workflow to ensure it is not missed, if a change is deployed without being part of a Release. Thanks very much...

Thanks very much for your comments, would you mind providing a little further detail on the hardware challenges? Thank you.

@@SvceMgmtSpeclsts sure. People are now working from home. How would you organise delivery control collection stock etc

​@@jorgeacosta2815 thanks for the clarification. This is such a great question and so important when considering operational excellence for end user hardware management in the ‘work from anywhere environment’ in 2021. We will be making a video to cover this foff urther in the coming weeks. Without a fully blown process mapping exercise, I have outlined a few scenarios and options to think through, however if your hardware, order management, logistics, hardware build/imaging (preparing the hardware for use within the corporate environment), and fulfilment is outsourced? - this can make things easier to scale out. *Scenario 1, New Starter works from home and requires new hardware and does not come to the office: The hardware fulfillment team has a pool of pre-prepared hardware within stock and sends the hardware out to the new starters home address via courier and asks the new starer to raise a call with the Service Desk when they receive the hardware so the Service Desk can walk them through the initial set up and get them started. *Scenario 2, New Starter who is working from home requires new hardware and comes to the office once a week: Use solution to scenario 1 or The Hardware fulfillment team, has a pool of pre-prepared hardware within stock, once the request comes through the hardware is assigned to the new starter and put aside for pick up next time the new user is in the office. Ask the new starer to raise a call with the Service Desk when they receive the hardware so the Service Desk can walk them through the initial set up and get them started. *Scenario 3, Existing Staff Member works from home has a hardware Issue that can’t be sorted over a call, and or requires a physical inspection of the Hardware to resolve - staff member does not come to the office. Option 1: Use solution to Scenario 1 + include a prepaid return packaging option for return of existing hardware. Option2: Book a session with a ‘mobile/roaming on-call technician.’ Who will come out to the staff members home and undertake further diagnosis? Technician also has a pool of prepared hardware replacements onboard incase a swap out is required. *Scenario 4, Existing Staff Member works from home has a hardware Issue that can’t be sorted over a call, and or requires a physical inspection of the Hardware to resolve - staff comes to the office once a week. Option 1: Use option 2 to scenario 3. Option2: Staff member books in a time to drop off the hardware or meet with an office-based technician to undertake further diagnosis and resolve. These are just some of the options we are seeing working for our clients right now, this will continue to be tuned over the next few months. I trust this is helpful, please do reach out if you have further questions - or if you’d like to go a little deeper or discuss further, please feel free to book in a free 30-minute consult. Thanks again for this great question!

@@SvceMgmtSpeclsts really appreciate your advice. I do work with outsourcing company and what I am doing right now is pretty much the option 1. What I do is have a hardware ready to go so if we are facing any hardware issue the swap is the best way to go as the user is never down and then you have time to fix and refurbish the hardware collect for next user.

this is a great question, thank you! - one thing I have noticed over the years is that vendors are often reluctant to share a good practice CMDB schema... A CMDB Schema is an overall blueprint that provides context to how CI relationships are connected to each other. Each orgainsation is unique, however the key is to ensure that your CMDB is 'Fit for Purpose' and it is able to demondstrate a clear mapping of components to an IT Service.