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ITIL :: View topic - Incident logging during outages
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Incident logging during outages

 
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roys_amit
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Joined: Mar 03, 2009
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PostPosted: Tue Mar 03, 2009 7:42 pm    Post subject: Incident logging during outages Reply with quote

I have a query around logging incidents during outages.
Say we have a outage which lasted for a an hour and I received 100 calls at the Service Desk related to that outage how do we log tickets related to the outage.

1) Do we create individual incidents to track every call received
2) Create a single call and not log incidents for similar calls

Thanks in advance
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3314
Location: London, UK

PostPosted: Tue Mar 03, 2009 8:08 pm    Post subject: Reply with quote

roys_amit

Question to your question

How can you prove that the outage generates more calls w/o tracking and recording the calls

how that is done

Please search through the forum as this has been answered at least 3 times
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roys_amit
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PostPosted: Tue Mar 03, 2009 8:34 pm    Post subject: Reply with quote

Thanks for your reply. I will search the forums for the answer.
The number of calls can be got via the ACD system. I wanted to understand if as per ITIL best practice is it mandatory to create 1 incident per call or can we skip this process ?
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Diarmid
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Location: Newcastle-under-Lyme

PostPosted: Tue Mar 03, 2009 8:45 pm    Post subject: Reply with quote

roys_amit wrote:
I wanted to understand if as per ITIL best practice is it mandatory to create 1 incident per call or can we skip this process ?


Nothing in ITIL is mandatory. John's response actually illustrated that explicitly.

And, as he said, there is masses of stuff on this subject already in the forum. If I may offer a starter for you, calls are not incidents, although they are often reports of incidents. So recording calls is not the same thing as recording incidents.
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iggy
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PostPosted: Thu Mar 05, 2009 8:50 pm    Post subject: Re: Incident logging during outages Reply with quote

roys_amit wrote:
I have a query around logging incidents during outages.
Say we have a outage which lasted for a an hour and I received 100 calls at the Service Desk related to that outage how do we log tickets related to the outage.

1) Do we create individual incidents to track every call received
2) Create a single call and not log incidents for similar calls

Thanks in advance


As far as my organization is concerned, we log a "Major incident" with the highest priority which is escalated to the service owner. Other related tickets are linked with the "Major incidents" however they stay in Service Desk's queue in "waiting for" status until the "Major Incident" gets resolved. As soon as the "Major Incident" is solved, the solution from it is copied and pasted into all other related tickets and eventually they're all closed. Upon completion user is "closedmail'ed" with solution visible in the e-mail.
In order to decrease a call volume during the outage, IVR message may be recorded to let the users know of the system instability.

Simply - best practises
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