Can Non Production Issues be treated as Incident in ITIL

[shinaz]

Can Non Production Issues be treated as Incident in ITIL, and if not how can this be treated?

[Diarmid]

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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"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

[shinaz]

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)

[TomC]

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.

[Diarmid]

[KenLuo]

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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Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified