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ITIL :: View topic - One Query on Incident Mgmt
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One Query on Incident Mgmt

 
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tushar_c
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Joined: Oct 11, 2007
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PostPosted: Tue Nov 20, 2007 6:12 pm    Post subject: One Query on Incident Mgmt Reply with quote

Hi Guys,

Can anyone help me out with this Q?

What is meant by urgency of an Incident?
a. the degree to which solution of an incident tolerates delay.
b. the degree to which an incident gives rise to a deviation from the normal service level.
c. the time needed by IT Services to resolve the incident.
d. the relative importance of the incidents when handling them.

I'm confused with a & c ?

Can any one help me out.

Thanx in advance.
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LizGallacher
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Joined: Aug 31, 2005
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PostPosted: Wed Nov 21, 2007 4:52 am    Post subject: Reply with quote

Urgency is NOT to do with how long it takes to fix the incident, it is about how soon the impact will be felt (example: A fault is identified with payroll, which needs to be fixed before the month-end pay run. If it is currently the 10th of the month, the impact may be high, but the urgency low). It is used with impact to decide priority
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ChrisB
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PostPosted: Wed Nov 21, 2007 7:56 am    Post subject: Reply with quote

Answer (A) says, basically, "How long can the system go without being fixed?"

Answer (C) says, basically, "How long will it take the IT department to fix the problem?"

There is often a disconnect. A system might have to be back up by tomorrow, but it'll take 48 hours to get a needed repair, patch, part, etc. On the other hand, a system might have to be back up by Friday (it's Monday) and the IT department can get it back up within an hour.
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LizGallacher
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PostPosted: Thu Nov 22, 2007 4:30 am    Post subject: Reply with quote

Although what ChrisB says is true, the definition of urgency is as I described.
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Laksh
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PostPosted: Fri Nov 23, 2007 6:48 pm    Post subject: Reply with quote

Chris/Liz,

What should be the answer in this case as per both of you?
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tushar_c
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PostPosted: Fri Nov 23, 2007 8:20 pm    Post subject: Reply with quote

The answer should be 'a' i suppose. Thats what I answered in the exam yesterday.
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