Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: BRanclaud
New Today: 74
New Yesterday: 97
Overall: 141326

People Online:
Visitors: 51
Members: 3
Total: 54 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - What process takes care of repair of CIs in V3?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

What process takes care of repair of CIs in V3?

 
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message
jimmo
Newbie
Newbie


Joined: Sep 25, 2007
Posts: 13

PostPosted: Thu May 27, 2010 11:02 pm    Post subject: What process takes care of repair of CIs in V3? Reply with quote

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 4.2.5.8 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.

Any help is appreciated.
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3294
Location: London, UK

PostPosted: Thu May 27, 2010 11:40 pm    Post subject: Reply with quote

Incident management

the h/w failure is the incident

The incident needs to get resolved

Therefore by new kit to get the service restored

It is Incident management - standard statement
Incident management, it is - standard Yoda
fish - surreal statement
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
jimmo
Newbie
Newbie


Joined: Sep 25, 2007
Posts: 13

PostPosted: Fri May 28, 2010 12:17 am    Post subject: Reply with quote

UKVIKING wrote:
fish - surreal statement


The ITIL that can be told
is not the eternal ITIL.
The process that can be named
is not the eternal process.
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.