Posted: Sat Jul 30, 2011 5:28 pm Post subject: Repair damaged data: incident, problem or change?
Hi, allthough my first post as a new member to this forum, I'm not unfamiliair with ITL and process management, being a process manager in a large international company.
Recentely my primary focus switched to Problem Management.
I have a question, searched this forum, didn't find the answer, so here is my question:
If, due to an incident, data gets damaged, would the repair action be part of incident, problem or change management?
The situation would be that the service is restored, so from that perspective the incident is solved, but it left data in a damaged state.
Joined: Sep 16, 2006 Posts: 3506 Location: London, UK
Posted: Sat Jul 30, 2011 5:48 pm Post subject:
The short answer is yes.
It is an incident.
It is / may be dealt with via problem management - ie - a application data defect since the data has to be fixed. Yes.. if defect mgmt is part of problem mgmt
It would have to be fixed under change/release management once the solution has be developed to fix and tested
Tested - how can you test it.
If the data has to be reset to values changed and the data is not in a test environment, then you test the methodlogy and script to see that it works without changing data
it would go to change mgmt if the company is anal and pendantict about control production _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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