Wizard Wisdom: answers from the ITIL® Wizard

Got a tricky question about ITIL®?

Ask the ITIL Wizard! for the best advice on the Web.

No question too hard for the Wizard!

(You must be logged in first)

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.

Tailoring guidelines for a service industry

Dear Mr Wizard

Can you share your thoughts and approach on how you define the tailoring guidelines for a service industry?


ITIL reporting structure

Dear Mr Wizard

I would like to know the reporting person for a role "Change Manager" and working under whom within IT division.


When will the ITIL Manager Bridge exam be withdrawn?

Dear Wizard

I know ITIL V2 is being killed off and I hear some of the exams won't be available much longer. When is the end-date for the manager bridge exam?

Thanks, Al

How can I validate a claimed ITIL certification?

Dear Wizard?

I have a CV on my desk from a foreign chappie who claims certifications all the way up to ITIL Expert, from [a training organisation]. I've never heard of them and they are based in [a country ten thousand miles from here]. He also seems to be under the impression that a Service Desk is a piece of furniture. How do I validate his claims?

Many thanks for your help

The difference between an underpinning contract and a SLA

Hi Mr Wizard,

I have a confusion between a SLA & an Under Pinning Contract, In a production enviroment suppose if a Telecom Circuit goes down, If we engage the service provider for Incident management/RCA, we speak about the SLA there. But we actually agree an Under pinning Contract with the Service Provider during provision of the telecom circuit. How are under pinning contract & SLA related and what is the difference ? Can you please Clear my doubt.



Incident vs Service Request

I need your assistance please. I am having a debate right now with some folks here about creating an incident ticket(ICM) when a Service Request(SVR) has not been successfully completed. Why should we open an incident …this is not what ITIL says.
Why are we reworking SVR’s as ICM’s? This is incorrect from an ITIL perspective. The purpose of Incident Management is to restore service during an outage or service-affecting-issue as quick as possible.
Would this be classed as a change-related incident i.e. a SVR was not done correctly which results in an incident being created. Now the resolution of that rework is being driven through an incident.

You response will be greatly appreciated.