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ITIL :: View topic - Who is doing the Workaround?
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Who is doing the Workaround?

 
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ayj
Newbie
Newbie


Joined: Dec 14, 2007
Posts: 2

PostPosted: Fri Dec 14, 2007 11:48 pm    Post subject: Who is doing the Workaround? Reply with quote

Hi every body,

Workaround for an incident?

Is it Incident Mgmt's resonsibility or Problem Mgmgt's one?

Thanks in Advance
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dboylan
Senior Itiler


Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Sat Dec 15, 2007 12:59 am    Post subject: Reply with quote

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.
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Mark-OLoughlin
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Sat Dec 15, 2007 1:22 am    Post subject: Reply with quote

Hi,

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.
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Mark O'Loughlin
ITSM / ITIL Consultant
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ayj
Newbie
Newbie


Joined: Dec 14, 2007
Posts: 2

PostPosted: Sat Dec 15, 2007 6:27 pm    Post subject: Reply with quote

Appreciated your reply dboylan , Mark-OLoughlin.
It is clear now in my mind.
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