Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.
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.
Search
Languages
Select Interface Language:
Advertising
Please contact us via the feedback page to discuss advertising rates.
Joined: Nov 03, 2012 Posts: 55 Location: Singapore
Posted: Sat Jun 01, 2013 5:52 pm Post subject:
Using incident ticket to monitor the availability seems not to be a good choice, as incidents are telling u there's an issue now, but the system might be still online and functioning.
So that's why people pushed back a lot.
Also the availability is more from a business perspective, so you might need to setup special tools / applications to automatically evaluate it. _________________ Luo, Tian-Hong (Ken)
Regional Operation Lead
As ITIL Priority/severity is used to prioritize the ticket.
Bug and Change is a category probably which is not to be part of the incident.
But yes couple of organization measure availability based on high impact incidents which is referred as Major Incidents (MI), which provides data about Time taken to recover and time taken to restore the services. These incidents are used to called the outage time.
In organization where we have good monitoring system in place the availability is called from there.
Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Thu Aug 08, 2013 1:41 am Post subject:
As Ken said availability has got little relationship to incidents and nothing to do with their priority. _________________ "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
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