Posted: Wed Jul 28, 2010 8:01 am Post subject: Types and definitions of Break/Fix
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 Ė Itís running in production but not per the standard/agreement it must be adjusted or modified.
2. Break/Fix - Itís not running in production per standard/agreement with low impact on SLA but needs to be resolved/reinstated.
3. Emergency Break/fix - Itís 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 Ė Itís 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.
Joined: Mar 31, 2008 Posts: 109 Location: North West England
Posted: Wed Jul 28, 2010 7:59 pm Post subject:
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 _________________ Mick Smith
Change, Configuration and Release Manager
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