Joined: Jan 01, 2006 Posts: 500 Location: New Jersey
Posted: Mon Oct 09, 2006 10:30 am Post subject:
Ziad is correct. ITIL classifies this as an Incident.
However, this is one of those areas where many experienced IT leaders feel that ITIL is rather incorrect. If you break down a "Question" looking for an answer, it's really more of a Service Request, as there was no disruption in any service or occurance of any negative activity that impacted someone's "experience".
"Service Management", as is traditionally defined, is more along the lines of managing Service Requests or a Request for Service. When someone calls the help desk with a question, it's really more of a Request for Service, with the hope that someone with the appropriate knowledge can help them with their question. There really is no "Incident" in the true sense of the word.
However, if you're strictly implementing ITIL with no other appropriate operational solutions in your enterprise (I truly hope this is not the case), then, yes, it classifies as an Incident, within ITIL, as there is no better place to put it.
I hope this helps.
Regards, _________________ [Edited by Admin to remove link]
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