Joined: Sep 16, 2006 Posts: 3525 Location: London, UK
Posted: Sun Jul 13, 2014 9:09 pm Post subject:
What does YOUR incident management policy state
If it does not, fix that
There is no real standard or requirement
While ITIL now separates Incidents from Requests, the same function deals with it - service desk.
IMO, the call was an incident. The resolution was replace the phone under warranty.
So the resolution to clear the fault spawns other activity.
Question: If the user does not get the replacement phone in a timely manner, the user calls the manufacture ? the re-seller ? the shipping company ? Reception in their office ? The IT Director ?
or does the user call the Service Desk to complain that their incident is still OPEN and active as the resolution has not been executed in this case ? _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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