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ITIL :: View topic - Incident leading to Problem
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Incident leading to Problem

 
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gautambangalore
Itiler


Joined: Oct 26, 2009
Posts: 20

PostPosted: Tue Nov 10, 2009 7:48 pm    Post subject: Incident leading to Problem Reply with quote

Hi,

In what scenarios, would an Incident lead to a Problem? If an Incident is not resolved, would that lead to a Problem Ticket to be raised? Or is it only when many Incidents are reported about a similar issue?

Regards,

G
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thechosenone69
Senior Itiler


Joined: Jun 06, 2007
Posts: 268

PostPosted: Tue Nov 10, 2009 9:21 pm    Post subject: Reply with quote

hmmm

Gauta none of what you said is right. its as simple as:

an incident will become a problem when the root underlying cause is not identified. If an incident is not resolved but the root cause is know then it is still an incident, then you have to escalate it (functional escalation) to higher support staff. If that still doesnt fix the incident, then the issue is with the skills of your staff.

Now if you have one or more incidents with the same issue but the root cause is not identified as i mentioned earlier then it becomes a problem. there is a process for that. So what I would suggest for a start is go do some reading about ITIL. Because its basics and your posting it on the wrong thread.

Regards,

TCO
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gautambangalore
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Joined: Oct 26, 2009
Posts: 20

PostPosted: Tue Nov 10, 2009 9:55 pm    Post subject: Reply with quote

Hi,

True that if the root cause is known it would still be considered an Incident. May be I was not a little clear here.

Say, if the Incident's root cause is not known and only one Incident has been reported, would that still lead to a Problem Ticket to be raised?

Regards,

G
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3299
Location: London, UK

PostPosted: Tue Nov 10, 2009 10:19 pm    Post subject: Reply with quote

gautambangalore

are these questions a exam / self study question

if so

read the material again for incident & problem
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Nov 11, 2009 2:32 am    Post subject: Reply with quote

If an Incident is unresolved you get on with resolving it and worry about whether you have a Problem after the poor users have their service back and can get on with their jobs.

There's tons of stuff on this tucked away in these fora. you should be able to find it easily.
_________________
"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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