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, everything will be fine by 4pm.
What should be the SD behaviour in this case?
In a perfect world (ITILtopia), the way it would work would be:
-The SD receives the first call and opens an Incident record.
-The SD receives subsequent calls and opens additional records.
-The SD recognizes that there is a Problem and notifies the PM team that there is an issue that needs investigation (a SD analyst could open the Problem ticket directly, but at that point they would be performing an activity of Problem Management).
-Every subsequent call is a new Incident linked to the Problem ticket.
-Problem Management investigates the issue and discovers a Workaround (if available).
-Every subsequent Incident is resolved to the Workaround. If you have the manpower, you can look at unresolved Incidents associated with the Problem and apply the Workaround to them as well.
-When Problem Management has progressed to the Known Error phase, a Change request is opened.
-The Change is approved and Release management implements the Change.
-A successful PIR determines closes the Change, which closes the Problem, which resolves any open, linked Incidents (hopefully the tool does this auto-magically).
-Any Incidents that had Workarounds applied may need to be reviewed to see if the Workarounds need to be undone.
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