Wizard Wisdom: answers from the ITIL® Wizard

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Here you have all the Wizard Wisdom collated in one place for you as a rich resource of ITIL insight.

The ITIL Wizard prefers to remain anonymous because, as a recognised industry-leading expert on ITIL, he has more work than he can handle already. This column is just his way of giving back to the industry that rewards him so well.

For pity's sake people, this stuff is SATIRE! Will you quit taking it seriously please. Learn to read critically for your own protection. Sheesh.

I used to make the questions up, but now, sadly, I find plenty of material online for the questions as well as the answers.

Service Transition Phases

Oh great and mighty Wizard (see I try to pay due respect) - I'm seeking clarification on the phases in the Service Transition process to complete a workflow for my employer. In anticipation of being requested to "explain further" - in the official ITIL publication on ST why does "Release and Deployment" appear in the process flow before "Service Validation and Testing"?

What is the difference between ITIL and PMP?

What is the different between ITIL and PMP, and what is the best for who is working as network administrator?


ITIL auto-implementation

? For the #ITIL wizard @theitskeptic If I train all my staff in #ITIL they'll start "implementing" it, right? Thanks!

@korygsmith on Twitter

1:1 Phone Call to Ticket Ratio


I am a Service Delivery Consultant and have a question about something that I regularly come across in my dealings with Service Desks.

9 out of 10 service desks that I am brought in to 'fix' have a phone call to ticket percentage of between 50% - 60% (i.e. of 100 phone calls received at the Service Desk only 50 - 60 new tickets are generated).

which part or discipline of ITIL applies to a helpdesk?

Dear Mr Wizard

We are setting up our helpdesk team and I just wanted to ask which part or discipline of ITIL should I start looking at?

Thanks, I appreciate your thoughts on this.


Conducting a root cause investigation on a 3rd party

Dear ITIL Wizard,

Our problem is this: We are being expected to conduct root cause on problems that impacted us but which are owned and maintained by 3rd parties who will also have their own Problem and Incident teams. This means spearheading investigation and exploring ways to remedy problems at another company! It's like sorting out your mate's wife's gambling addiction because it's making YOU have to fork out for John's beers whenever you go out! No, John should be telling YOU what he's doing to sort the problem out.