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ITIL :: View topic - Resolution Matrix?
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Resolution Matrix?

 
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ITILouis
Newbie
Newbie


Joined: Apr 25, 2006
Posts: 1
PostPosted: Wed Apr 26, 2006 3:54 am    Post subject: Resolution Matrix? Reply with quote
NU-B ITIL guy here..

Is there any ITIL matrix that shows when to resolve an incident...for instance...a router and related circuit go down, then come back up. How long to monitor? When to escalate?

Looking forward to hearing from you and participating!
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ozz
Itiler


Joined: Apr 02, 2006
Posts: 40
PostPosted: Mon May 08, 2006 2:32 pm    Post subject: Reply with quote
Your SLA and or OLA would help you there..

One could say resolve every incident ASAP but because many factors will be out or you control its far easier said than done.

When to escalate ?? great question ..
Create some flow charts of all the points from incident discovery till resolution and add in the time requirements /commitments and you will se the optimum time and or condition to escalate..

How long to monitor would depend on your enviroment staff etc.. Today its trivial to monitor a T1 and I look at as the default is to monitor 24 @ 7 .
MRTG will monitor all that stuf for free ..

oz
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