From the ITIL Community Forum Q: During a cross-functional meeting today, an interesting observation was raised. What, in fact, is an outage? Sometimes, the answer is black & white. A service is completely unavailable because somebody shut a server down or some such event. Other times, however, we have a grey area. Suppose, for example, …
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Author Archives: Don Boylan
Definition of an Outage
March 29th, 2014 | Posted by in Availability Management | Incident Management - (0 Comments)From the ITIL Community Forum Q: We are trying to figure out whether the following would be categorised as an Incident as per ITIL standards A service was incorrectly coded at Application Development and Not noticed by anyone including QA. The service went live and the problem was noticed only when a client reported the …
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Is a Workaround a Resolution to an Incident
March 28th, 2014 | Posted by in Incident Management | Problem Management - (0 Comments)From the ITIL Community Forum Q: Should an incident be closed if a work-around is found and an associated Problem record has been created, or should the Incident remain open until the Problem is closed? A: According to the strict definition of ITIL (at least according to the way I have interpreted the books), yes. …
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As a disclaimer, I should point out that I am a former Pink Elephant employee. That being said, I got my introduction to service management at a Pink Elephant conference. It was quite by chance. I had an unused business airplane ticket voucher good for travel anywhere in the US that was about to expire. …
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Resolving Incidents Associated with Bugs
March 28th, 2014 | Posted by in Incident Management | Problem Management - (0 Comments)From the ITIL Community Forum Q: I’ve got an email from a customer that report of an issue using the application. (like market estimations after year 2030 are clearly false) I open an incident ticket. After a first analysis it appears evident that this is related to an application bug. I open a problem ticket …
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Is Modifying a Security Setting a Change
March 28th, 2014 | Posted by in Change Management | Configuration Management - (0 Comments)From the ITIL Community Forum Q: We are using Oracle ERP and want to change the restriction on passwords from 6 characters to 8 characters. This will be done through standard functionality within the application. Can anyone tell me if they consider this a candidate for the CM process? It seems that we are taking …
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From the ITIL Community Forum Q: I am preparing a management report that will act as a means of explaining to every one in IT department why we perform Config Management audits. While I personally know the reason for performing such audits, would anybody help me point to a few points that describes why such …
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