{"id":143,"date":"2014-03-29T15:45:23","date_gmt":"2014-03-29T15:45:23","guid":{"rendered":"http:\/\/itiltopia.com\/?p=143"},"modified":"2014-03-30T16:12:20","modified_gmt":"2014-03-30T16:12:20","slug":"incident-or-not","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=143","title":{"rendered":"Incident or Not?"},"content":{"rendered":"<div class=\"source\">From the <a href=\"http:\/\/www.itilcommunity.com\/modules.php?name=Forums&amp;file=viewtopic&amp;t=2800&amp;highlight\">ITIL Community Forum<\/a><\/div>\n<div class=\"question\"><span class=\"label\">Q:<\/span><\/p>\n<p>We are trying to figure out whether the following would be categorised as an Incident as per ITIL standards<\/p>\n<p>A service was incorrectly coded at Application Development and Not noticed by anyone including QA.<br \/>\nThe service went live and the problem was noticed only when a client reported the issue: ( This is a rarely used service)<br \/>\nIs this an incident, as the service was never available to be used correctly and as such was never a part of normal IT services.<\/p>\n<\/div>\n<div class=\"answer\"><span class=\"label\">A:<\/span><\/p>\n<p>I would say yes. The client expected functionality. The functionality was not present. The delivery of the service did not meet reasonable expectations.\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>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 &hellip;<br \/><a href=\"http:\/\/itiltopia.com\/?p=143\">Read more <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spay_email":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false},"categories":[8],"tags":[],"jetpack_featured_media_url":"","jetpack_publicize_connections":[],"_links":{"self":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/143"}],"collection":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=143"}],"version-history":[{"count":2,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/143\/revisions"}],"predecessor-version":[{"id":271,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/143\/revisions\/271"}],"wp:attachment":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=143"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=143"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=143"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}