I need to know how we can categorize the proactive problem and active?
Incident vs. problem management
I just want to understand the difference between incidence and Problem Management?
Critical incident responsibility
I have one query related to ITIL incident management. Supposed a Critical incident reported and as an Incident Manager we open a bridge call and we call all the technical team to join this. However, all of them confirmed that there is no issue at their end.
L1, L2, L3 activities
Regarding L1, L2, L3 support's activities: Where can I find detailed information regarding the responsibilities for each of the levels? As this only covers incident management, there would also be different responsibilities pertaining to different services like problem management, knowledge mgmt etc
Cost of downtime
how to calculate the cost of service downtime caused by incidents monthly
Service desk escalaton
How to define the three levels of service desk escalation and what are they?
Is emergency release process exactly the same as emergency change?
how to evaluate the change control, standard matrix for changes.
ISO 20000 and ISO 9001
I would like to ask for your help to find a table that shows the relationship between ISO 9001 & ISO 20000
I have the ISO 2000 Toolkit but unable to find patch management. Any help if possible to locate this document?