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ITIL :: View topic - Incident Logging In Service Desk
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Incident Logging In Service Desk

 
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nisarg
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Joined: Jan 25, 2009
Posts: 11

PostPosted: Tue Aug 11, 2009 10:40 pm    Post subject: Incident Logging In Service Desk Reply with quote

Hi,

I am managing a Service Desk and have few doubts regarding logging Incidents.
I am not sure how many TTs to be loggedwhen diffrent issues are reported in same call. Will it be CI based or affected end user based. or ..

Scenario1> One user calls and wants to unlock two User ids for two differnt people

Scenario 2> Team lead calls and wants to install 4 softwares in 5 Pcs

etc etc.

Can you share the best practices in the industry regarding this
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Aug 12, 2009 1:04 am    Post subject: Reply with quote

Read the other thread on this exact topic.

As far as I'm concerned this is not susceptible to specific "industry best practice" for the simple reason that it entirely depends on the level of granularity it is practical to mange in your specific circumstances.

Or to put it simply: do what works best.

By the way, why is installing software an incident? It sounds more like a change to me.
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"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."
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viv121
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Joined: Dec 15, 2007
Posts: 112

PostPosted: Wed Aug 12, 2009 5:54 pm    Post subject: Reply with quote

Software push indeed is a change and not an incidents. Infact ulocking IDs are also considered change in certain circumstances. Read password reset related topics.

Diarmid, the question looks more related like whether an incident should be a CI based or a user based. I would like to guess that the organizations should be able to develop the level of granularility to manage CI related incidents. If the industry has to define a best practice, should it be saying 'get as granular as you can' rather than 'do what you can'
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Aug 13, 2009 12:31 am    Post subject: Reply with quote

viv121 wrote:
If the industry has to define a best practice, should it be saying 'get as granular as you can' rather than 'do what you can'


No!

Best practice has to be 'get as granular as is appropriate, taking into account costs and risks as well as requirements.'

Hence: "Do what works best"

Excessive granularity is a cost and a risk all on its own and encourages techies to take up the wrong challenge.
_________________
"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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