ITIL Standards for Response / Resolution Times

March 29th, 2014 | Posted by Don Boylan in Continual Service Improvement | Incident Management | Service Level Management - (2 Comments)

From the ITIL Community Forum Q: I am reviewing the current response and resolution time metrics for an internal service desk that supports a 10,000 person company.  Currently the company uses 4 severity levels for incidents.  While I realize the response and resolution times are defined by an SLA, is there a good benchmark to …
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Must Incidents be Resolved to Workounds if they are Available?

March 29th, 2014 | Posted by Don Boylan in Incident Management | Problem Management - (0 Comments)

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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Definition of an Outage

March 29th, 2014 | Posted by Don Boylan in Availability Management | Incident Management - (0 Comments)

From the ITIL Community Forum Q: During a cross-functional meeting today, an interesting observation was raised. What, in fact, is an outage? Sometimes, the answer is black & white. A service is completely unavailable because somebody shut a server down or some such event. Other times, however, we have a grey area. Suppose, for example, …
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Incident or Not?

March 29th, 2014 | Posted by Don Boylan in Incident Management - (0 Comments)

From the ITIL Community Forum Q: We are trying to figure out whether the following would be categorised as an Incident as per ITIL standards A service was incorrectly coded at Application Development and Not noticed by anyone including QA. The service went live and the problem was noticed only when a client reported the …
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Is a Workaround a Resolution to an Incident

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

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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Resolving Incidents Associated with Bugs

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

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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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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