Quote Originally Posted by cardo
Its an industry best practice for service management. madami syang processes. right now we only use a portion of it such as SD, incident management, problem management, change management ... eventually we'd like to have the whole process(of course tailored to how we do business). IMDB and CMDB would be such a great thing to have.

We got our training from HP. Instructor was from NZ but based in Canada. he had this accent hehehe it lasted for 5 days with certification exam on the last day(Thank god for cheatmates! haha!). You get a special pin if you pass hehe. Its abit confusing esp if your company was used to an existing process. You tend to interchange it. but point here is, itil offers the best practice, companies can use this as a template for its business.

something about ITIL and the various processes within. these processes are connected and cycle thru over and over...



Mazda, service desk usually naglog ng problems... so it's like a point where problems/items are entered into a DB... so in a sense SD(service desk) is a part of incident management. Then problems are analyzed/clasified and passed as input to PM, CM etc. basta! dun yun hehe. thats what I get for cheating on exams haha. there are 3 levels of certification Foundation, practitioner and managers cert.

we are currently practicing itil pero not in full scale also. we are using HP service desk for CMDB, service desk (change, master change, workorder and soon incident tickets). what we use now for incident is yung MAGIC by BMC software but will soon be retired. i am currently the 2nd responsible for our asia pac region but have no formal training in itil and they have plans for me of getting certified.

how was the exam? multiple choice ba? pano ba mag cheat?
how much did the training plus examintation costs? me expiry ba yung certification?