Types and definitions of Break/Fix

[NightOwl]

I would like to find out if there are "IT industry standard" defintions for the differetnt types of break/fixes. For instance we are using these definitions but I am not sure this is the way to go. Here is what we have:
1. Degradation – It’s running in production but not per the standard/agreement it must be adjusted or modified.
2. Break/Fix - It’s not running in production per standard/agreement with low impact on SLA but needs to be resolved/reinstated.
3. Emergency Break/fix - It’s not running in production per standard/agreement with major impact on the SLA and must be resolved/reinstated immediatley.

There is one more kind of RFC comes in but it is catagorized as new requirement. we call it Engagement – It’s a new or production enhancement request. So it is not a "break/fix".

usually for the type 1 and 2 we have workarounds defined but not always. Any help will be appreciated.

[mnsmith]

NightOwl

The standard ITIL terms are:

Incident - an event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in the quality of service - which is similar to your Break/Fix

Major Incident - an incident with an extreme impact on the user community or where is disruption is excessive - which is similar to your Emergency Break/Fix

Problem - an unknown underlying cause of one or more incidents - which is similar to you Degradation

It might be worth while buying an ITIL pocket guide for more details or even going on the foundation course.

Hope that helps

Mick
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Mick Smith
Change, Configuration and Release Manager