Incident and Problem used by IT Team

[paulohsl]

Hello,

In my company, we use the remedy tool to record all service desk incidents by the users, but the problem management is actually used in the operational enviroment. We have an second tool that record operational incidents , for example a exchange server down is not registered by service desk, but the exchange team register as an incident and it may result a problem. My doubt is :

The problem is only created by an incident of service desk ? the technical teams can register problems without the service desk ??

How can this work ??

Thanks !!

[m_croon]

Hi Paulo,

The answer is simple: how do you want it to work? ITIL is descriptive, not prescriptive. If it is usefull to have problem management also based on incidents from event monitoring (and I'd say it usually is usefull), do so by all means.

Regards,

Michiel

[pel]

The way I see it is that there are four ways problems occur.

1) From an incident
2) From analysis of incidents (trying to reduce common incidents)
3) From a change gone horribly wrong
4) From monitoring/surveilance (e.g. network traffic unusually high)

That is only what we have encountered so far though...

[Diarmid]

Hi,

so you have two incident management systems. How many Incident Managers do you have? Remember Incident Management is not about the Service Desk - it is about incidents that affect services. Transition to Problem Management does not go from the Service Desk - it goes from Incident Management.

You must focus on that distinction or Problem Management will be the least of your problems.
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