Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Fri May 12, 2006 12:28 am Post subject:
This one does cause some 'debates' from time to time.
There are a few things worht considereing and none preclude the others.
Have a clear definition in place for a major incident and ensure there is a protocol dedicated to the handling of such.
Having said that - it's easy to say a major incident is an availabilty or capacity disruption that has gobal (or wide scope) - but sometimes it may only be the fact the you start to get a large number of duplicate incident reports that a major incident is detected. (Though with infrastructure monitoring technoligies maturing at the current rate this is becoming rarer.)
But on the other hand every report should be logged regardless. It's highly likely that when a major incident is occurring some poor sod will ring up and say 'X isn't working' and be told, 'yes, Y is happening and we are working on it' - but it turns out that the users report had nothing to do with an outage, and now he/she is sitting out there wondering how long it will be, and eventaully call back in a more frustrated tone.
So, yes log every incident.
But...won't the desk be swamped, and all those call back be a waste of time? Well, yes if you have crappy major incident protocols. One of the most important tasks for the service desk in a major incident is to get the message out to the community ASAP - with an intelligible description of the effect user can expect it to have on them, and regular progress reports. You'll get some who still call, but in this case they are only calling for an update, so you can log it as such and set it straight to resolved - because you gave them the update. Very useful data. Most won't, if they are confident they have been given good information and trust they will be informed as soon as the issue is resolved they will let you get on with it.
So best practice is logging every incident, but not just that.
Posted: Wed Jul 19, 2006 9:56 am Post subject: Re: Major Incidents?
When there is a major service affecting incident, is it ITIL best practice to log an incident for each user that reports it, or log one incident for all?
Within my organization, we are using the Remedy service desk application, which allows us to create ONE Incident record for the outage.
This becomes the "master" record.
Encounter records are created, and attached to the "master"
Incident record, as other users call in to report the problem.
Having one master incident record will help cut down on the
confusion, prevent multiple paging from going out, keep
everyone on the same page, ensure details and updates are
entered into a single incident worklog, etc.
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