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The Itil Community Forum: Forums
ITIL :: View topic - Problem for one-offs incidents?
Posted: Tue May 15, 2007 11:29 am Post subject: Problem for one-offs incidents?
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?
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.
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
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.
oops nearly forgot,
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
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.
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