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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Incident Escalation

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

From the ITIL Community Forum Q: We are in a heavy debate about “Escalation” of incidents.  Our HD provider is insisting that ITIL standards say that : 1. Each Incident only has two levels of escalation before being escalated to a manager … 2. Each Support person only have 1 contact number instead of two …
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Incident Ownership

March 28th, 2014 | Posted by Don Boylan in Incident Management - (1 Comments)

From the ITIL Community Forum Q: Are the service desk supposed to retain ownership of ALL incidents? A: I have always taught that the Service Desk does not own the Incident Management Process, but they do own the Incident Records. They may not define how Incident Management does its job through the multiple functional areas …
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Resolving an Incident

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

From the ITIL Community Forum Q: I heard two different opinions on closing the Service Call ticket. When I was attending the ITIL Foundation for ITSM training, the trainer said that the Service Call ticket cannot be closed when we are using the workaround to temporary solve the incident. The ticket will remain open until …
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From the ITIL Community Forum Q: Is “The amount of hardware calls raised” a valid SD metric? A: I don’t know if this is appropriate for the question, but when I did metrics for our Service Desk, we tried to get an accurate count of First Call Resolution Rates. To do this, we used the …
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Does Slow = Down?

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

From the ITIL Community Forum Q: If an IT Service is slow, whatever be the reasons, can it be considered as downtime? Can we define like slowness of 20% or more compared to normal is considered downtime. This is what my organisation would like to define. I disagreed. My view is unless there is a …
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Keeping Incidents Open

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

From the ITIL Community Forum Q: If it has been identified that a new release of an application is required in order to solve an incident within an application e.g. certain functionality is not working (no workaround in place) should we keep the incident open until such a time as the release has been rolled …
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