Posted: Thu May 27, 2010 11:02 pm Post subject: What process takes care of repair of CIs in V3?
Assume you have a hardware problem that crashes a system. The fact the system crashes naturally needs to be dealth with by incident management, but once the solution has been identified as being a repair of the hardware what process is responsible for contacting the vendor, setting up delivery, switching out the HW, etc?
The only reference to "repair" in the Service Operation book is the definition of the word "repair", which lists is as part of SO. Section 18.104.22.168 Resolution and Recovery talks about "a third-party supplier or maintainer being asked to resolve the fault" and further in regards to multiple groups being responsbile for different parts of the resolution "..Incident Management must coordinate the activities and liase with all parties involved...The resolving group should then pass the incident back to the Service Desk for closure action."
So far, so good.
I don't seen any place were it says which process is responsible for implementing/managing the repair.
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