Let me start this post with the fact that I am going to be discussing different perspectives on the concept of Tiers as it applies to issue escalation. The first perspective is ITIL’s. The second is a business/cost perspective and how IT models itself on this practice. The last perspective is mine. ITIL’s Perspective ITIL …
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From the ITIL Community Forum Q: Example:  User calls for a password reset (which is successfully performed by the help desk) and then proceeds to ask questions which requires help from level two support.Should the help desk create: 1)  one ticket – mention the password reset in the body of the ticket – and assign …
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From the ITIL Community Forum Q: What’s your approach towards the major incident management? (dealing with severity 1 incidents) I’ve been presented today a model which forbids the initial assignee from re-assigning the ticket back to the service desk if he decides that it was mis-assigned or that the problem lies somewhere else. Instead what …
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From the ITIL Community Forum Q: When do you create a problem record? My opinion is, an incident goes through the 1st-level and 2nd-level. If it isn’t possible to solve the incident, the incident became an unknown-error. At this point I would open a problem record. A: There are three commonly accepted reasons of when …
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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: 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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