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ITIL :: View topic - Problem for one-offs incidents?
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Problem for one-offs incidents?

 
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Aries
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Joined: May 14, 2007
Posts: 2

PostPosted: Tue May 15, 2007 11:29 am    Post subject: Problem for one-offs incidents? Reply with quote

Hello,

Just need some advice from the experts out there:

Do you log a problem for one-offs incidents?
Do you close off those problems where you can't replicate the fault and where incidents haven't occurred for years?

Many Thanks! Rolling Eyes
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Ziad
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Joined: Sep 27, 2006
Posts: 91

PostPosted: Sun May 20, 2007 5:23 pm    Post subject: Reply with quote

Nothing happens in the void, do you agree?

I cannot see how an incident may occur without a reason. Especially that it occurred only once. In such a case, where the reason behind an incident cannot be identified, I will look for a human error.
However, the incident will not be open forever... Yes, I would close it once its stalled.

Regards,
Z!
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sherlock
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Joined: Apr 07, 2006
Posts: 9
Location: Brussels, Belgium

PostPosted: Wed May 23, 2007 10:59 pm    Post subject: Reply with quote

1. if the incident has a major (financial, customer) impact or is a disaster, we start crisis committee, RCA and lessons learned, so yes, even if it might be a one-shot. The risk might be too high
2. if incidents do not reoccur for years, problem is closed/freezed
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Gaulty
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Joined: May 22, 2007
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PostPosted: Fri Jun 01, 2007 12:23 am    Post subject: Reply with quote

Problems can be raised for individual incidents where appropriate. ie: depending on severity of incident, loss of service time, how critical the service is, contractual obligations, upon request by an appropriate party etc.
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Gaulty
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Joined: May 22, 2007
Posts: 6

PostPosted: Fri Jun 01, 2007 12:25 am    Post subject: Reply with quote

oops nearly forgot, Rolling Eyes
it's ok to close problems, you can always do trend analysis on the amount of problems closed without a root cause. problem managemnet on problem management Shocked
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Aries
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Joined: May 14, 2007
Posts: 2

PostPosted: Tue Jun 05, 2007 11:32 am    Post subject: Reply with quote

Thanks all for giving your advice on these topics.

We have now started to maintain a 1-off incidents registers to monitor the trend. If more of these incidents recur again, we will raise a problem.
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NeilSJ
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Joined: Sep 04, 2007
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PostPosted: Wed Sep 05, 2007 2:05 pm    Post subject: Reply with quote

I raise a Problem for all Major Incidents, simply as a mechanism for tracking progress against preventative actions agreed as the result of the Incident wash-up. This ensures that we don't lose track of actions to be done, without keeping the Incident record open beyond service restoration.

Regards,
Neil
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