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: KMacFarla
New Today: 21
New Yesterday: 42
Overall: 148432

People Online:
Visitors: 50
Members: 0
Total: 50

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 - Workaround question
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Workaround question

 
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message
Benson112
Itiler


Joined: Feb 09, 2007
Posts: 44

PostPosted: Wed May 16, 2007 12:53 am    Post subject: Workaround question Reply with quote

Hi all...because it was so long ago i cant remember if i was told this in my ITIL courses or its just something my company have always done..

We have a defined list of services which are classed as Priority 1 services beacuse the impact of them being unavailable is massive and therefore the urgency is very high. If they experience degradation, service outage or loss of resiliance then they have a priority of 1 (obvoiusly). However, if we have a workaround for the particular issue the priority doesnt get set to 1.

Now, to me, this goes against the "impact v urgency = priority" system but its come from somewhere and i dont know if i told them to do that and weve stuck to it or its just historic.

So my question is do you think that a work around should hold back the priority?
Back to top
View user's profile
Fabien
Senior Itiler


Joined: Sep 27, 2005
Posts: 207

PostPosted: Wed May 16, 2007 3:14 am    Post subject: Reply with quote

No, technically, the workaround closes the incident. You would still have a problem and, since it is a critical system, I would anticipate that its priority should rise with time as risk increases.

Say your service is supported by redundant servers. When a server fails, you create an incident. That incident is likely not going to be reported by users since you failed over to the other server. The incident that comes in does not need to be highest priority because the service is not down. After your primary analysis, if the incident can't be closed, a problem ticket should be created and Problem Management should take over.

The point in Service Support about prioritization is about making sure that more than one factor is considered to set priority. The urgency + impact = priority is an example of how it can be done. Both factors need at least be considered. But so should resource allocation, presence of other similar incidents, etc.

Ultimately, those thresholds should be agreed upon directly with the business. If you can save money by building redundancy and lowering incident priority, and the business is getting the value, then everybody wins.
_________________
BR,
Fabien Papleux

Accenture
Technology Consulting | Service Excellence
Red Badge Certified

Twitter @itilgeek
Back to top
View user's profile Send e-mail Visit poster's website MSN Messenger
Fabien
Senior Itiler


Joined: Sep 27, 2005
Posts: 207

PostPosted: Wed May 16, 2007 3:17 am    Post subject: Reply with quote

.. and let me correct myself. I should have written "the workaround may close the incident". It depends on your internal policy.
_________________
BR,
Fabien Papleux

Accenture
Technology Consulting | Service Excellence
Red Badge Certified

Twitter @itilgeek
Back to top
View user's profile Send e-mail Visit poster's website MSN Messenger
Cekir
Itiler


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

PostPosted: Wed May 16, 2007 11:34 pm    Post subject: Reply with quote

My understanding is that it depends ( Smile ) on if you are talking about Incidents or Problems.
The Incident is still Priority 1 as you need to apply the workaround ASAP. If you don't apply the workaround then you have a serious unavailability.
The Problem however is not the Priority 1, because if the workaround is applied quickly, then overall unavailability is not so big. I am assuming that the availability is not critical. If availability is critical (like remote surgery) then the problem is still Priority 1.
_________________
Krzysztof (Chris) Baczkiewicz
IT Standards Support
Eracent
Back to top
View user's profile Send e-mail Visit poster's website
Benson112
Itiler


Joined: Feb 09, 2007
Posts: 44

PostPosted: Wed May 23, 2007 7:20 pm    Post subject: Reply with quote

Cekir wrote:
My understanding is that it depends ( Smile ) on if you are talking about Incidents or Problems.
The Incident is still Priority 1 as you need to apply the workaround ASAP. If you don't apply the workaround then you have a serious unavailability.
The Problem however is not the Priority 1, because if the workaround is applied quickly, then overall unavailability is not so big. I am assuming that the availability is not critical. If availability is critical (like remote surgery) then the problem is still Priority 1.


Thanks very much this reflects my new train of thought as i was dubious about the way we have been doing things.

I have alot of thinking to do now as to how i change this in our process Smile
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.