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: GHoman
New Today: 48
New Yesterday: 87
Overall: 139314

People Online:
Visitors: 65
Members: 1
Total: 66 .

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 - Incident leading to a change
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Incident leading to a change

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
sherry
Newbie
Newbie


Joined: Dec 26, 2007
Posts: 16

PostPosted: Tue Mar 22, 2011 2:07 pm    Post subject: Incident leading to a change Reply with quote

Dear All,

Appreciate if you all could kindly help us on the below.

We are in the process of formulating the procedures for Incident, Problem & Configuration management.

The argument that has arosed while we were discussing the Incident flow is in the case of Incident leading to a change.

My question to you all is, Is it right to close the incident in this case once a change record is opened given case that, there was no work around that could be provided.My argument to the group was not to close as for the end-user, until the change is implemented we cannot close the workorder as for the end-user we haven't provided him the resolution for the incident he has reported.Instead it could be closed automatically once the change record is closed.

Some of the group memebers said we could transfer the incidentt ref no to change ref number which is also wrong to me , as we are not tracking neither the incident to change in our system completely whicu could eb used for reporting later for various analysis.

Appreciate all of your feedback.
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Mar 22, 2011 6:27 pm    Post subject: Reply with quote

Sherry,

raising a change request does not resolve an incident. Restoration of service is the only way to resolve an incident (short of giving up on it!).

Incident Management is the management process that oversees the resolution of the incident right up to acceptance by interested parties, normally including users and sometimes customers, and in some cases goes further to review the incident and the way in which it was dealt with.

So, in your case, an action under incident management issues a change request (probably with high urgency); change management oversees the implementation of the change in an orderly and safe manner and reports back to the requestor (not the users or customer - they did not request the change) for sign-off. If, at this stage, the incident has already been closed, then the requestor is in limbo since s/he was working under incident management for the incident but can no longer do so. So the users (and customer) cannot be formally notified and asked to verify that they now have normal service.

This all may seem trivial to some people because, after all, anyone involved "knows" to focus on getting the service up and running and anyone can talk to the users (or customer), and it might even be the same individual involved in both incident resolution and change implementation roles. however it demands an unnecessarily complex control trail if you are to be able to understand what happened historically and also the time of incident closure does not match the time of incident resolution (by a long way!) thus making statistical analysis, perhaps related to SLAs, much more difficult, or to put it another way the incident closure time will be a lie.

You will get further difficulties in the event that the change either does not work (and is regressed for example) or works but does not restore service (perhaps because the diagnosis was faulty). In these cases the users are still twiddling their thumbs and there is no incident open to do anything about it. You cannot open a new incident record because it is not a new incident and it would seem strange to re-open the closed incident on the grounds that it was deliberately closed prematurely.
_________________
"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
Back to top
View user's profile Send e-mail
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Mar 22, 2011 6:30 pm    Post subject: Reply with quote

ITIL admin,

is peter238 by any chance a spammer?
_________________
"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
Back to top
View user's profile Send e-mail
ITILadmin
Senior Itiler


Joined: Oct 19, 2004
Posts: 167

PostPosted: Tue Mar 22, 2011 6:45 pm    Post subject: Reply with quote

Yes indeed. They leave a nonsensicle message, and then return to spam if it isn't deleted. Pond life.
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Mar 22, 2011 7:02 pm    Post subject: Reply with quote

ITIL admin,

my alter ego is Algernon Pondlife. you will find him at Net-chess, Stan's (also called netchess), Civfanatics, and a variety of lesser places. He signs himself variously as Algy, Algie and Algae as well as Algernon and he has a fine reputation as an erratic chess player and and a polemical, opinionated poster.
_________________
"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
Back to top
View user's profile Send e-mail
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk 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.