From the ITIL Community Forum Q: According to ITIL, Problem management explains that “An Incident can never ‘become’ a problem”. Can anyone explain how this is possible with an explain? A: Some tools allow the user to take an Incident record and “promote” it to a Problem. This is wrong. Remember that the Incidents associated …
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Author Archives: Don Boylan
Incident Promotion to Problem
March 29th, 2014 | Posted by in Incident Management | Problem Management - (0 Comments)From the ITIL Community Forum Q: Not an ITIL question but seeking best practice or perhaps better practices. The Service Desks which I own perform standard desktop troubleshooting, password resets, email client troubleshooting etcetra etcetra. I am now trying to incorporate( my teams have the bandwidth) the following into the support scope : 1. Incident …
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Prioritizing Incidents with the Same Priority
March 29th, 2014 | Posted by in Incident Management - (0 Comments)From the ITIL Community Forum Q: I’m starting to bring ITIL process into being in our organization, however I have this issue with Incident priorities. I currently have 5 priorities “Critical through to Query” but still end up in the same position that I have 50 Incidents all with the priority of “Standard” – this …
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Writing an Organizational Assesment from Scratch
March 29th, 2014 | Posted by in ITIL - (0 Comments)From the ITIL Community Forum Q: I’ve recently studied ITIL, learned the stages involved and took the exam.However now the time comes that I’m supposed to apply this in a written report on the implementation of ITIL v3…. Does anyone know just how on earth this is done? A: A good way to approach to such …
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Are Full Scans of Servers a Change?
March 29th, 2014 | Posted by in Change Management | Incident Management - (0 Comments)From the ITIL Community Forum Q: There has been some recent discussion in my organizations on how to handle vulnerability scanning against production devices. While agents have been installed on all the target devices, my security group would like to run quarterly vulnerability scans. The issue at hand is how to handle this request. Most …
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From the ITIL Community Forum Q: I have a Problem. I found the Root-Cause but no Workaround yet and no permanent solution. Can I still consider it a Known-Error? A: For an ITIL purist, the three elements that are required to be identified for a Problem to be changed to a Known Error are: Root …
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From the ITIL Community Forum Q: We have a number of server’s that are to be decommissioned and removed from the Data Centre.These server’s will never be used again. Would it be standard practice to remove the server record from the CMDB or change the system status from “In Production ” to “Decommissioned for example? …
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