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ITIL :: View topic - One ore several incident records?
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Wed Mar 19, 2008 2:03 am Post subject:
What does your Incident SLA say about unfixable incidents?
Would it be different if the slowness was intermittent. (That could have the same cause, or it could be something else completely)
Does the slow performance not breach the Mail Service SLA anyway? If not, do you have an incident at all? Maybe you just have a service improvement request?
I'm just throwing in ideas, not advocating any particular perspective. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Wed Mar 19, 2008 2:14 am Post subject:
Hi,
ITILbit wrote:
Q: does ITIL say any detail about "SLAVE/MASTER" or "CHILD/PARENT" relationship or how linking is best carried out?
No!
You have to work that out for your own situation. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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