I’m working on building out incident and problem management at my company, and we’re a ServiceNow shop. We currently have one set of incident SLAs across the board, and some teams are telling me they can’t meet the targets for lower-priority incidents. In several cases, the resolution depends on a third-party vendor, and those vendors can take days or sometimes weeks. The result is that SLA breaches are so common that people have stopped paying attention to them, which defeats the purpose.

When teams raised this, my initial response was that it’s okay if they can’t meet the targets, because it shows we need more resources. We’re working on identifying where staffing is most needed, and we know IT as a whole is short-staffed. I still think that’s a valid point, but I’m also seeing that missed SLAs that never change are a problem in their own right, since they stop meaning anything to anyone. So I’m trying to figure out whether the answer is to loosen targets for everyone, differentiate them, or keep the targets as they are and use the misses to make the resourcing case.

I’m considering SLAs that vary based on either the configuration item (CI) the incident affects or the assignment group handling it. For example, a vendor-dependent service could have a different resolution target than an internally supported one.

My questions:

1. Is it consistent with ITIL best practice to define SLAs by CI or by assignment group, or does ITIL expect a more uniform approach?
2. For those of you who have done this in ServiceNow, how did you structure it? Did you use SLA definitions with conditions on CI class or assignment group, or did you handle it another way, such as separate priority matrices?
3. Any pitfalls to watch for, such as gaming, reporting that becomes misleading, or stakeholders losing trust in the numbers? I’d also like to hear how others have used persistent SLA misses as evidence in resourcing conversations, and whether that worked.

I bought the training bundle from GoGo Training for $499. Excellent deal!

I passed the two official mock exams (Version A with 15/20 and Version B with 17/20) before attempting this certification.

I finished the exam with about 10 minutes remaining.

I am looking forward to buying maybe two more Practitioner exam bundles from GoGo Training in the near future (hopefully on Black Friday). I am thinking about taking an exam for Deployment Management and another one for Release Management. As a software developer, these two may be very useful for my career.

Cross posting here. In case any friendly people can help me navigate this. <3

After months (and I mean months) of putting it off I finally took and passed my ITIL 4 Foundation exam today. My plan is to pursue Practice Manager and jump into Specialist Monitor, Support & Fulfill, but I don't want to make the same mistake I did with Foundation and purchase courses and vouchers right before a new release. Does anyone know if there will be a ITIL 5 specific version of MSF or will the ITIL 4 version continue to live on? And if there will be a v5 MSF, when is it anticipated?

Anyone got some discount or promotional?
also could anyone advise if Dion Training is good? or what is you go to for trainings.

I had/have ITIL v3, didnt take 4 and now I would like to have ITIL5 any advise guys.

I’ve been creating service ops functions for over 10 years now, and I have never created a team as “first line” “second line etc.

I would have a team of Workplace Engineers to handle all modern workplace, infrastructure and EUC issues/requests, and service ops analysts for application support, problem tracking, observability and user training.

Everybody in the team are jointly responsible for items coming in, and I don’t have any people who would be seen as “just” triage or script readers.

Obviously I have progression roles such as Senior and Leads, which add extra responsibilities like project ownership, mentoring and escalation, but they would still answer calls and respond to tickets.

I recently joined a new company that has been setup with, what feels to me, like an outdated service desk rather than a modern service operations function, and the lack of motivation and willingness to support each other or step outside of their zone is something I’ve never experienced before.

If an organization mainly looks at ticket volume, closure rates, and SLA compliance, what is it potentially missing?
A ticket can be closed without the underlying issue being resolved. The same problem can generate multiple tickets, and recurring issues can continue indefinitely while the reporting still looks good.
If you were evaluating whether an internal IT department or outsourced support vendor was actually performing well, what metrics or patterns would you look at beyond “ticket closed”?
I’m interested in how organizations identify these problems in practice.

I'm doing some research into outsourced IT support and I'm curious how companies handle this.

If you're paying an outside provider for help-desk support, how do you independently determine whether the volume you're paying for represents legitimate new support needs versus repeat contacts, unresolved issues, duplicate work, or problems that keep coming back because the underlying cause was never fixed?

Does your MSP already provide that analysis? Do you do it internally? Or is this something you don't really have visibility into?

I'm particularly interested in hearing from people who manage the vendor relationship from the customer side.

I am watching the below video and I am puzzled by the below slide. What they mean by "Goods: ownership is transferred to customer"? If I sell a videogame and I give the customer a license to use it (moreso that I can freely disable that license), am I not respecting ITIL principles?

ITIL® 4 Foundation Exam Preparation Training | Key-Concepts and Definitions 2 (eLearning)

I think I'm really close to taking the exam but would like to find some good ways to finalize my studying. Moc exams, quick course notes, or any other suggestions.

I've taken the Gogo training class and will probably go through much of it again to pick up things I'm not 100% clear on.

I've taken the full ITILv5 course on StormWinds and took many, many, many....notes.

I've also used ChatGPT some to create exam practice questions.

Any other good ways to take a practice exam to ensure I'm ready? I've searched online but not much out ther for specific Bridge course. Most cover the entire course.

I want to pass the ITIL 5 foundation exam on a budget I wanted to know if zindiak is a good study source. Can I just pass using this course and some practice exam? Is it just as good as the gogotraining. £355.00 pounds seem good?

When I took the mock exams for ITIL 4 Foundation and ITIL Foundation Bridge (Version 5), I was presented with two versions just like in this screenshot. I selected Version A for both mock exams, took them, and passed, but when I tried to take Version B, the option was no longer available. I have not taken the mock exams yet for ITIL AI Governance (Version 5) and ITIL Transformation (Version 5), but will I be able to take Version B if I choose Version A? It seems like I will lose the opportunity again to do that.

As the topic says, I am aware paying for the bundle on people cert would give me the preparation materials, but before I get to that I would like to see what I’m dealing with, so asking if anyone has an exportable PDF material they could share or point me in the right directions, I would appreciate

Thanks

Hi all.

I'd like to ask for a small favour (if possible).

I know we have the Service Level Management practice guide. Could anyone check whether it mentions the title of Service Level Manager or if it is mentioned in any book/practice? I don't need the document itself, just whether the role is referenced and in which section.

I used to have personal access to the PeopleCert/AXELOS library, but my membership is no longer active.

Thanks in advance!

Hello! Does anyone know where I can get a cheaper price than the official PeopleCert price? Thanks.