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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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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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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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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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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From the ITIL Community Forum Q: Our team has 2 system administrators which help users. They have lots of dummy requests. For example user has deleted his file, and he doesn’t know about a basket. Or he(she) wants to add some panel of instruments in World (Excel, PowerPoint). We really don’t know what to do …
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