From the ITIL Community Forum Q: I propose you the following scenario : 1) A user calls the SD because he cannot access an application page. 2) A second user calls for the same reason 3) Then a third …. After a rapid investigation Production states that there was an issue with the DNS server, …
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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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From the ITIL Community Forum Q: Please can any one let me know what is the Industry metrics / Standards ( Especially – across a Insurance Company ) for 1. Mean Time to Resolution or SLA for a Priority 1 , Priority 2, Priority 3 and Priority 4 Incident 2. Mean Time for known Error …
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From the ITIL Community Forum Q: You have a Major Incident which goes right through the Incident lifecycle but try as they might the techy guys cannot find out what is causing it or how to fix it. A Problem record is created for the issue and PM are making steady progress on it. PM …
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From the ITIL Community Forum Q: Look at the statement bellow and tell me if you agree; “A Problem record cannot be progressed into a known error until all associated incidents are resolved” This appears to be supported by the blue book which states; “A known error status is assigned when the root cause of …
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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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