Comments on: Meeting Tough Customers Over Incident Management http://blog.evergreensys.com/2008/01/10/meeting-tough-customers-over-incident-management/ News and notes about ITIL®, CMDB and "real world" IT solutions. ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trade Mark Office. Thu, 20 Nov 2008 16:00:45 +0000 http://wordpress.org/?v=2.3.3 By: Andrey http://blog.evergreensys.com/2008/01/10/meeting-tough-customers-over-incident-management/#comment-7383 Andrey Mon, 11 Aug 2008 21:35:18 +0000 http://blog.evergreensys.com/2008/01/10/meeting-tough-customers-over-incident-management/#comment-7383 I am looking for a good ITIL book with emphasizes on team building in Production Services. There are lots of books out there but I have not seen one that would explain effective team structure to drive efficiency. Thanks in advance. I am looking for a good ITIL book with emphasizes on team building in Production Services. There are lots of books out there but I have not seen one that would explain effective team structure to drive efficiency.

Thanks in advance.

]]> By: Nidhi Gupta http://blog.evergreensys.com/2008/01/10/meeting-tough-customers-over-incident-management/#comment-6513 Nidhi Gupta Wed, 11 Jun 2008 05:54:43 +0000 http://blog.evergreensys.com/2008/01/10/meeting-tough-customers-over-incident-management/#comment-6513 Thanks Scott, This was very useful! Thanks Scott, This was very useful!

]]> By: simplyRik http://blog.evergreensys.com/2008/01/10/meeting-tough-customers-over-incident-management/#comment-6270 simplyRik Sun, 25 May 2008 13:22:24 +0000 http://blog.evergreensys.com/2008/01/10/meeting-tough-customers-over-incident-management/#comment-6270 Listening is a key element to working in the IT Service Management field. Having done it for 11 years in the Financial Services Industry (read Trading Floor Support). I can tell you, that I survived simply by listening. The way I see it, it is a multi step process. Listen, build trust, display effort, execute results, nurture the partnership. ITIL helps in these steps, but it is not exclusive to ITIL. Listening is a key element to working in the IT Service Management field. Having done it for 11 years in the Financial Services Industry (read Trading Floor Support). I can tell you, that I survived simply by listening.

The way I see it, it is a multi step process. Listen, build trust, display effort, execute results, nurture the partnership. ITIL helps in these steps, but it is not exclusive to ITIL.

]]> By: Joao Leal http://blog.evergreensys.com/2008/01/10/meeting-tough-customers-over-incident-management/#comment-4449 Joao Leal Thu, 17 Jan 2008 20:20:42 +0000 http://blog.evergreensys.com/2008/01/10/meeting-tough-customers-over-incident-management/#comment-4449 Sorry to use this space to send my message (pls feel free to delete it after you read it) I am a studying Computer Science and am currently writing a work on ITIL, and for the final part I wanted to write a case study about some company in which the implementation of ITIL wasn't successful (this could be partial or on a first or bad planned attempt) (and consequently i would explain what reasons led to that). I would like to ask if you have this kind of experience and are willing to share it with me (or can point me to someone who does). Thanks, Joao Leal Sorry to use this space to send my message (pls feel free to delete it after you read it)

I am a studying Computer Science and am currently writing a work on ITIL, and for the final part I wanted to write a case study about some company in which the implementation of ITIL wasn’t successful (this could be partial or on a first or bad planned attempt) (and consequently i would explain what reasons led to that).

I would like to ask if you have this kind of experience and are willing to share it with me (or can point me to someone who does).

Thanks,
Joao Leal

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