Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: AYoung
New Today: 0
New Yesterday: 64
Overall: 146093

People Online:
Visitors: 60
Members: 2
Total: 62 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Incident Management and Releases
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Incident Management and Releases

 
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message
SD
Newbie
Newbie


Joined: Aug 29, 2005
Posts: 8
Location: Dublin, Ireland

PostPosted: Sat Feb 24, 2007 12:00 am    Post subject: Incident Management and Releases Reply with quote

If it has been identified that a new release of an application is required in order to solve an incident within an application e.g. certain functionality is not working (no workaround in place) should we keep the incident open until such a time as the release has been rolled out - even if the application/software itself is up and running?
Back to top
View user's profile
dboylan
Senior Itiler


Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Sat Feb 24, 2007 1:08 pm    Post subject: Re: Incident Management and Releases Reply with quote

SD wrote:
If it has been identified that a new release of an application is required in order to solve an incident within an application e.g. certain functionality is not working (no workaround in place) should we keep the incident open until such a time as the release has been rolled out - even if the application/software itself is up and running?


Yes. Since you have not restored the user's Service, the Incident cannot be resolved. In a perfect world, implementing the Release (if successful) will auto-magically resolve all the associated open Incidents. This of course will only work if your Incident and Release management systems are integrated.

Don
Back to top
View user's profile
Ziad
Senior Itiler


Joined: Sep 27, 2006
Posts: 91

PostPosted: Sat Feb 24, 2007 10:23 pm    Post subject: Reply with quote

The best approach is to find a workaround and close the incident, while keeping a problem record open until the rollout of the release.

Keep in mind that the objective of Incident Management is to get the Service Back to normal funcationality as soon as possible, while problem management is not bound by time limits.

Cheers,
Z!
Back to top
View user's profile Send e-mail
goitilcouk
Newbie
Newbie


Joined: Feb 24, 2007
Posts: 19

PostPosted: Mon Feb 26, 2007 4:58 am    Post subject: Reply with quote

Agree with Ziad (although it can be influenced by your organisational culture?)
We normally close the incident and advise the caller if a workaround is known and give them a time frame and contact of their IS Account manager if they want an update on the longterm fix.

A problem record is opened to keep track of the progress, Its also hand to hand over to problem management as they can dig in a bit further.You may find out that the error was known by the project team when it went live and was not declared as a project known error !

Alternatively it may be introduced as a result of a change, either was I would recommend moving it out of incident management and handing it over to problem
Back to top
View user's profile Send e-mail Visit poster's website
Cekir
Itiler


Joined: Jan 12, 2007
Posts: 48
Location: Warsaw, Poland

PostPosted: Mon Feb 26, 2007 9:18 pm    Post subject: Reply with quote

The initial post states explicitly that no workaround is available.

In such situation I would say you have both records - Incident Record and Problem Record which are led independently. The new release should resolve the Incident ASAP and the Incident Record should be there opened until it is resolved.
As for Problem Record, I would say it should go its own way. The Incident and Problem Management processes may or may not meet. When new release requested by the Incident Management is done, then the Problem Management should review it and check if it resolves the Problem (assuming the root cause has been found). If it does, then the Problem Record may be closed, if not, then the Problem Record stays opened and may generate another Release request.

It is of course costly, since we may need 2 Releases, then the Problem Management should work in the high priority mode to be able to define the release request before it is done. From the other side, the Release may be held for a while if the Service unavailability is not the critical thing. It may be held till the PM is able to generate the release specification it needs.

Anyway - The Incident Record should stay opened until the Service is back .

That is my opinion, would you disagree?
_________________
Krzysztof (Chris) Baczkiewicz
IT Standards Support
Eracent
Back to top
View user's profile Send e-mail Visit poster's website
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Tue Feb 27, 2007 7:33 am    Post subject: Reply with quote

Cekir,

The incident should be closed when the service has been restored.

The problem should be closed when the root cause has been found and a decision has been made on whether to correct it.
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Cekir
Itiler


Joined: Jan 12, 2007
Posts: 48
Location: Warsaw, Poland

PostPosted: Tue Mar 06, 2007 12:44 am    Post subject: Reply with quote

UKVIKING wrote:


The problem should be closed when the root cause has been found and a decision has been made on whether to correct it.


...and the RFC should be opened instead, is that what you mean?
_________________
Krzysztof (Chris) Baczkiewicz
IT Standards Support
Eracent
Back to top
View user's profile Send e-mail Visit poster's website
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Tue Mar 06, 2007 5:13 am    Post subject: Reply with quote

Cekir,

No the problem record should be closed when the root cause has been found , solution figured out, solution scheduled to be implemented (RFC created)

Once the RFC hass been raised and follows the process through chsaneg management, the problem record/team should wait until the successful implementation of the root cause solution has been done and the new 'environment' tested successfully to determine if the problem can be closed

Note: if the root cause solution is upgrade to Windows XP vice Windows 98 or NT4 , once the upgrade has happened and a period of time has passed without the same incident showing up, the problem can be closed
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Cekir
Itiler


Joined: Jan 12, 2007
Posts: 48
Location: Warsaw, Poland

PostPosted: Tue Mar 06, 2007 8:02 pm    Post subject: Reply with quote

Let's have a scenario:

1. The user reports the outage of the service,
2. The Service Desk opens the Incident
3. The Service Desk finds the Incident impossible to resolve on-line and passes it to the Second Line Support,
4. The Second Line Support detects the Problem and opens the Problem Record.
4a. The Second Line finds the workaround and closes the Incident
5. The Problem Root Cause is found,
6. The Solution is Figured out,
7. The RFC arises
8. The RFC is accepted and the change is scheduled,
9. The Change is made
10. The results of Change are monitored.
11. The Service is confirmed to work OK.

Now,
UKVIKING wrote:

The problem should be closed when the root cause has been found and a decision has been made on whether to correct it.


This is point 7

UKVIKING wrote:

No the problem record should be closed when the root cause has been found , solution figured out, solution scheduled to be implemented (RFC created)


This is point 8

UKVIKING wrote:

Once the RFC hass been raised and follows the process through chsaneg management, the problem record/team should wait until the successful implementation of the root cause solution has been done and the new 'environment' tested successfully to determine if the problem can be closed

Note: if the root cause solution is upgrade to Windows XP vice Windows 98 or NT4 , once the upgrade has happened and a period of time has passed without the same incident showing up, the problem can be closed


This is point 11

Assuming I misunderstood you previously and you meant point 8 instead of point 7, we still close the Problem record twice - in point 8 and in point 11.

Am I missing something?

Actually what we see here is the need of 2 statuses of the Problem record: "Done" and "Closed".

As a note - point 4a may appear or may not appear - just to be anchored to the initial post.
_________________
Krzysztof (Chris) Baczkiewicz
IT Standards Support
Eracent
Back to top
View user's profile Send e-mail Visit poster's website
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Tue Mar 06, 2007 10:02 pm    Post subject: Reply with quote

Thanks Christopher for the incrementals

When problem mgmt recommends a RFC, the problem should be classified ' RFC raised' so as to identify that the solution is being discussed

if the CAB (8) accepts and 9 happens, and 11 confirms that the problem has gone away the problem record should be closed with some sort of indication that the rfc fixed the problem

if the cab (8) declines the change due to $$$ or what ever, then the problem should be classified closed RFC rejected
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.