ITIL

Basic common sense and a bit of google will get your through foundation.

And why bother logging stuff? Well if you don't how can you prove your workload to management who will just look at the stats, oh, they're inly dojng 20 jobs a month, they don't need 3 people so we'll let one go, when your actually doing 100 jobs. It's also helps with trending and being able to bash your supplier over the head with the stats at your annual supplier revue meetings. Oh, and it lets you see when multiple incidents become a problem, so you can then bash a manufacturer over the head when 600 laptops develop intermittent wireless issues which results in the free swap out of the Intel wireless cards inside them.

It may seem pointless when you are on the frontline, but is generates management information, the term management is important there. They can be your best friends or your worst enemies, but the facts will always support and protect you and garner that support from them.
 
anything I don't mind said:
We log things where I work then produce graphs that show people which users logged the most with It.. All without using itil. I don't see why it's so important to create a framework for it. It's not an important part of It and it can waste a lot of time. Often nothing is done with the call logs.
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You're either working for a very in-experienced IT organisation or you've got no exposure to what's going on around you.

Are you new to IT and service management? Or actually business in general?
 
Just get a decent book /online guide it's easy enough but you have to remember all the acronyms and have a grasp of how they tie into each other, I found it more an exercise in memory as it's all common sense.

I think it's useful, but not many companies actually follow much of the framework despite training people so it's pointless in that respect.
 
Work paid for mine. Was done by ConnectSphere.

Most companies won't follow ITIL to the letter, but that's the whole point of it - it's a best practice framework that has a load of common sense and its you can just cherrypick.
 
Did mine at the end of last year through QA, was given hints throughout the 3 day course on what might be in the final exam, with some highlighted easy ones that always appear on the exam.............they didnt but still got 37 in the exam so not too shabby

Just put the time in each night on what you have covered on that day and it's plain sailing from there
 
One of my collegue recently sat it, and I have another currently sitting it... from what they told me.... I rather watch paint dry....
 
anything I don't mind said:
We log things where I work then produce graphs that show people which users logged the most with It.. All without using itil. I don't see why it's so important to create a framework for it. It's not an important part of It and it can waste a lot of time. Often nothing is done with the call logs.
Click to expand...

This is why I never bothered to do it again. My current job offered to put me on it and I told them no. What was the point when they don't follow the framework.

They are quick to put us on a ITIL course to make us fit in the "IT World" but they are not quick to upgrade from Windows XP. Priorities in the wrong place.
 
malachi said:
This is why I never bothered to do it again. My current job offered to put me on it and I told them no. What was the point when they don't follow the framework.

They are quick to put us on a ITIL course to make us fit in the "IT World" but they are not quick to upgrade from Windows XP. Priorities in the wrong place.
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See what your saying here, the last place i worked implement the full ITIL framework for Service desk and it worked very very well

However I now work for an SME ftse100 engineering firm where it would work well if they bought into it but there too small minded to even contemplate it and would rather have quick short minded wins rather than sustainable long term solutions :(
 
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