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ITIL :: View topic - Would Alerting be a Problem Mgmt ticket or a Request?
Posted: Sun Aug 19, 2012 4:34 pm Post subject: Would Alerting be a Problem Mgmt ticket or a Request?
The Major Incident team takes a high impacting call. After they restore service, they open a Problem ticket for alerting to prevent the issue from developing into a major incident. The Problem Mgmt team rejects the ticket because they say it is a Request and not a task to diagnisos root cause.
Question: Should the Incident team be making alerting requests through problem managment after it was discovered it would have reduced the downtime or would it be a Request?
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Mon Aug 20, 2012 8:14 pm Post subject:
What is "alerting"?
What is a "problem"?
What is "problem management"?
What is an "alerting request"?
The quotation marks are to indicate that I am asking about your organization's definitions, not some book answer.
If I can understand what you mean I can apply logic to your question.
Is your definition of a "major incident" confined to level of impact? - If so, you may have other issues to resolve. _________________ "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
The quotation marks are to indicate that I am asking about your organization's definitions, not some book answer.
If I can understand what you mean I can apply logic to your question.
I agree with Diarmid, without a clear understanding of the dynamics related to your company's terms, it is difficult to respond.
I will hazard a guess that the situation is:
An incident occurs with high user impact, the incident is assigned to a dedicated team that responds to that Incident to restore service. The Major incident team notifies Problem Management of the Incident for possible problem management review. Problem Management rejects the exchange for some specified reason.
So, the exchange is the issue. The criteria should be specified for the exchange and the manner in which it is submitted should also be defined.
Problem Management should be responding to Problems that involve reducing the overall restoration time.
The criteria you may consider adding:
No KEDB entry with restoration action/workaround exists for Incident
Meantime to detection for Incident exceeds X amount of time
etc
And specify the manner in which those are submitted to Problem management for review.
The "no KEDB entry" may have been the criteria that would be utilized in this situation. It is Problem Management's responsibility to ensure that KEDB entries exist for utilization by Incident management to facilitate the timely (rapid) restoration of the service. Your Major Incident team may have determined the workaround or even started to isolate a root cause within their restoration efforts, if so, a problem request is submitted or a Problem record is opened and assigned to Major Incident to document the information that the Major Incident team found related to the Incident.
You could also train and designate the supervisor of the Incident Management team to document (the first several steps of the process) and make the 'Valid Problem Decision', thus allowing Major Incident to directly open the Problem Record and document their findings (maybe even the preliminary analysis findings, if the restoration actions went that far). Then it is Problem Management's responsibility to pick up the ball at assigning problem analysts for the Preliminary Analysis and/or handling the 'Viable Business Reason to Continue' Decision.
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