Author Archives: Don Boylan

Incident vs. Problem

March 28th, 2014 | Posted by Don Boylan in Incident Management | Problem Management - (0 Comments)

From the ITIL Community Forum Q: The same user calls repeatedly to the help desk reporting a blue screen of death, does this become a problem until the bsods stop occurring? Additionally, if the problem is corrected by re-imaging the machine, what would be the “root cause?” A: This is actually one of my favorite …
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Can You Have a Known Error without Root Cause?

March 28th, 2014 | Posted by Don Boylan in Problem Management - (0 Comments)

From the ITIL Community Forum Q: Query with regards to defining known errors. Generally I would take a known error to be you have found the root cause of the problem/diagnosed what the issue is and have potential work around. However, I have a grey area situation in that: We know what the issue is …
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Unresolvable Incidents

March 28th, 2014 | Posted by Don Boylan in Incident Management | Problem Management - (0 Comments)

From the ITIL Community Forum Q: Does anybody know how ITIL would be dealing with unresolvable issues? i.e.   issue that have no resolution or are to costly to resolve etc … A: Yes, ITIL says that any Incident that cannot be resolved (the Service cannot be restored) should be referred to the Problem Management process. …
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Change Management Should be Easy (for the most part)

March 28th, 2014 | Posted by Don Boylan in Change Management - (0 Comments)

From the ITIL Community Forum Q: All changes to CIs must have an RFC is what we stated in our Configuration Management process. But now there is some discussion on that statement may/should not hold true for some types of changes to the CI attributes within the CMDB What do we do when: 1.  When …
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Very Long Post Ahead

March 28th, 2014 | Posted by Don Boylan in Change Management | Favorite | Incident Management | Problem Management - (0 Comments)

From the ITIL Community Forum This post can’t be summarized and includes multiple follow up questions which contain (I think) some of my best responses. So here it is in full: Q1: I just found this very useful forum and I want to ask the experts here if I understood the ITIL processes correct. I will give …
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Change Management vs. Change Control

March 28th, 2014 | Posted by Don Boylan in Change Management | Configuration Management - (0 Comments)

From the ITIL Community Forum Q: We have took a stance in our CMDB that all CIs entered or updated should have a related RFC to link to the CI. Question is, when would new software be introduced into the CMDB.  What process is used to get approval to but say a new developer tool …
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Incident Escalation

March 28th, 2014 | Posted by Don Boylan in Incident Management - (0 Comments)

From the ITIL Community Forum Q: We are in a heavy debate about “Escalation” of incidents.  Our HD provider is insisting that ITIL standards say that : 1. Each Incident only has two levels of escalation before being escalated to a manager … 2. Each Support person only have 1 contact number instead of two …
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