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ITIL :: View topic - Occurrences and Cases (Incidents)
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Occurrences and Cases (Incidents)

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Joined: Jan 30, 2014
Posts: 1

PostPosted: Fri Jan 31, 2014 8:51 am    Post subject: Occurrences and Cases (Incidents) Reply with quote

We use a CRM product right now and are trying to start implementing ITIL practices, Although we are not even close, my boss think he knows everything there is to know about the subject and here is todays scenario.. Please tell me he is way out in left field, granted I'm new to the practice too.

We upgraded a application to a new version, the old and new clients are on the computers, its time to remove the old client. there are probably 25 computers that need to be touched.

My thought process is... My boss should open an case (incident) for the request, assign it to my team, we will open a single change request and note all the computers we need to uninstall the old client from, then do the work.

Here is what my boss says... Open 25 cases, make one case a parent and all the others children, then work on each one until they are all done.

Please tell me I have the better understanding.
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Joined: Feb 10, 2014
Posts: 4

PostPosted: Tue Feb 11, 2014 5:59 am    Post subject: Reply with quote

I don't really see any of this as an "incident" so to speak. There's nothing that I would consider break/fix. I believe this all should have been completed as part of the Change that helped deploy this new software.

Depending on the ITSM software you use, the exact work being done on a change can sometimes be tough to track so I can understand why you may want to do something like what you're suggesting, but I think it will skew metrics.

If you absolutely have to go with opening a "case" or 25 cases plus the parent. The Change would technically be the parent or what you'd want to relate everything to (which you may or may not be able to do). Given that you probably shouldn't be using incidents for this in the first place, I'd recommend one incident with the list of 25 computers and referencing the Change in that incident.

If these were true incidents, I'd be on board with what your boss said.

Thats my $0.02.
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Joined: Jan 29, 2014
Posts: 14
Location: Delhi, India

PostPosted: Sat Feb 15, 2014 12:54 am    Post subject: What your boss said Reply with quote

I echo with your boss even though the numbers would smash the metrics. Because you have to track each any every system and update the status, so individual incident would be required even it is pain.

I followed a similar exercise when we needed to reset the VPN config for multiple customers.
~ Share the knowledge
Madhava Verma Dantuluri
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3607
Location: London, UK

PostPosted: Sat Feb 15, 2014 7:26 am    Post subject: Reply with quote


I can see where the boss is coming. Don't necessary agree.

Here is the point

How is work assigned to individuals tracked and managed for systems that are in the tIT SM tool.

If the tool is used for incidents as well as tasking staff, then he has a point

Now, it depends on the tool. Some tools allow you to make multiple tasks within a ticket
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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