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ITIL :: View topic - Are errors really the heart of Incident?
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Are errors really the heart of Incident?

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Joined: Jun 12, 2006
Posts: 1

PostPosted: Tue Jun 13, 2006 7:24 am    Post subject: Are errors really the heart of Incident? Reply with quote


We are a IT support company looking to use ITIL\MOF to help manage help desk for multiple customers. I have worked with ITIL\MOF on\off for 5 years.

We are starting with Incident and have diagramed our incident process as follows; (please forgive the lack of 'real' diagram, envision these as compenents of a decision tree with 'yes' omitted, going down)

Call -> RFI (no)->Service request (no)-> Error(no) -> Known Problem(no), ...Problem.

This seems to well handle the types of calls we anticipate but dont feel comfortable with the Error part. As I understand it an Error is like a problem with a solution or work around. So if this is the case then would most incidents likely fall under errors?

Things like broken floppy, PC wont boot, etc would be known errors and fall directly under Incident?

I understand S.R. can go to Standard Changes or RFC.

If the call did not relate to a RFI, S.R., Error then it would go to problem. Right?

TIA and Best regards,

PS: Is there a way to post Visio diagrams here?
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