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ITIL :: View topic - Understanding on incident, problem changeorder categories
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Understanding on incident, problem changeorder categories

 
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Jaan
Newbie
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Joined: Oct 29, 2004
Posts: 1

PostPosted: Mon Dec 20, 2004 1:04 pm    Post subject: Understanding on incident, problem changeorder categories Reply with quote

hi all,

I need to have a clear understanding about request,incident, problem and changeorder request area.
can anyone help me understand
1.purpose of each field as in i understand w.r.t request,incident, problem, changeorder category alone but how are they interrealted......???
2.In an ITIL implementation does incident, problem and changeorder categories be strictly identical.???
3.Do we have any best practise to determine which goes where???/

Thanks,
Jaan
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eisbergsk
Senior Itiler


Joined: Nov 01, 2004
Posts: 81
Location: Sask, Canada

PostPosted: Thu Dec 23, 2004 4:37 am    Post subject: Re: Understanding on incident, problem changeorder categorie Reply with quote

Jaan wrote:
hi all,
can anyone help me understand
2.In an ITIL implementation does incident, problem and changeorder categories be strictly identical.???

Hi, Jaan - I replied to what may be a similar question in one of the Problem Management topics posted by leebc (he/she asked about similar categories for Incident and Problem). what I said was: In our organization, yes they match, and these actually match the high-level categories of the CMDB.
We keep it fairly simple. Our current 5 categories are: Application, Network, Server, Environment (includes printers, peripherals and other misc stuff that we look after) and Documents/Procedures.
What is interesting is that an incident is almost NEVER in the document/procedure category, and that 30% of problems may require a change to a procedure to resolve a known error.
I think some consistency in naming helps.
Our ChangeMgmt is tied to the CMDB, so the same categories are used there, too.

Does this help?
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