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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Unresolvable Incidents

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

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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Very Long Post Ahead

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

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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