Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
Posted: Sat Dec 15, 2007 12:59 am Post subject:
A Workaround is an effort to bypass the effects of an Incident by not relying on affected infrastructure. The question of "Who does it" is a little misleading. Anyone from any team could implement a Workaround, but when that person is performing the steps to implement the Workaround, they are performing an activity of Incident Management.
Understand that pretty much all IT staff perform Incident Management during their normal duties. If they are fixing something that is broken, they are performing Incident Management. It doesn't matter if they are on the Release Implementation team, Problem Management team, the Change Manager, etc. It is simply that they have stepped out of their assigned role and are performing an activity of Incident Management.
sure, it is a responsibility that any team member can have. You can have the incident escalated to level 2. Incidemtn manager wants a workaround to get user sworking. The level 2 person working on it may have been assigned the incident of a problem records. Either way it does not matter he is still going to try and provide a workaround e.g. reboot the server, add a new dns entry etc. I make provision for workaround in both the incident and problem management process and also add the responsibility to both as well for some of the roles in each process. _________________ Mark O'Loughlin
ITSM / ITIL Consultant
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