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ITIL :: View topic - Can Non Production Issues be treated as Incident in ITIL
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Can Non Production Issues be treated as Incident in ITIL

 
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shinaz
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PostPosted: Thu Mar 07, 2013 3:33 pm    Post subject: Can Non Production Issues be treated as Incident in ITIL Reply with quote

Can Non Production Issues be treated as Incident in ITIL, and if not how can this be treated?
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Diarmid
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PostPosted: Fri Mar 08, 2013 7:59 pm    Post subject: Reply with quote

If you manage your non-production environment then you can treat everything much like the production environment except that you may use different staff or you may tend to have lower priorities.

If you do not manage your non-production environment then what is it any good for?
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shinaz
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PostPosted: Fri Mar 08, 2013 8:40 pm    Post subject: Reply with quote

Thanks for the answer, the non production is managed internally and many projects, testers, support teams use these environment and any issues on that are handled via emails.
Can an Incident ticket be used for this or any other ticket like a task (module) be used for this (we dont want to mix non prod issues in the incident module) another option could be to use a field or check list for non prod issue in the tool

As Per ITIL, incident is only if its affecting the services (live, production environment etc)
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TomC
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PostPosted: Tue Mar 12, 2013 12:48 am    Post subject: Internal services Reply with quote

All IT Service Management services should be governed by your internal processes. Typically, Development and QC have looser restraints but negative events in these environmnets, and corporate, can have a large impact on your ability to provide IT services.
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Diarmid
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PostPosted: Tue Mar 12, 2013 4:07 am    Post subject: Reply with quote

Quote:
As Per ITIL, incident is only if its affecting the services (live, production environment etc)


Testing (for example) uses services and is live to the development staff. It's just a different customer.

I agree with TomC. And it follows from what he said that sometimes (albeit, very occasionally) the incident in the non-production environment will take precedence.
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KenLuo
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PostPosted: Wed Mar 13, 2013 5:51 am    Post subject: Reply with quote

Depends on the purpose of non-production environments, as if it's customer facing visible environment, e.g. Integration Testing environment or User Acceptance environment, you MIGHT need to have the same level.

Typically failure in testing or delay in testing would cause the delay in project and it might cause the penalty.

But it really depends on the SLA your organization agrees with clients.
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