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ITIL :: View topic - Incidents cause by change.
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Incidents cause by change.

 
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Puli
Newbie
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Joined: Dec 04, 2007
Posts: 5

PostPosted: Wed Oct 29, 2008 9:34 pm    Post subject: Incidents cause by change. Reply with quote

Hi,

Quick question please:

Who's does "what" in the Identification and resolving of a Incident cause by Change?

My idea is that

"Incident Management" identifies the change record, associate's the change record to the incident and closes the incident (Once fixed) as "Incident caused by Change"

"Change Management" uses this as a metric to show how good (Or bad) The Change Management process is AND also investigate's as to why the change failed.

Some people that I work with think that this is solely a Change Management Function so wanted some opinion.

Thanks in advance:

Regards

Puli
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Oct 29, 2008 9:55 pm    Post subject: Reply with quote

Puli,

I'm struggling to understand the question. Track a hypothetical (or real) incident through your procedures and it should be obvious what will happen. It is entirely up to your procedures, based on your policies how they work.

When Change Management are notified of the incident and its relationship to a change, then their needs to be a review of that change to determine what happened. Then it is a case of deciding what, if anything needs changed and making that improvement.

Sounds a bit like a border dispute. Who does what should be determined by what works best for you. There are no higher order rules that decide who puts what piece of information into the system. It's not even much help finding out how other organizations work at this level because they are not you.

If it is a border dispute then there needs to be some work done on getting people to understand what service management is actually about.
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Puli
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Joined: Dec 04, 2007
Posts: 5

PostPosted: Thu Nov 06, 2008 7:44 pm    Post subject: Reply with quote

Thanks for the reply. Yes your right It is a border dispute as to who does what.

I will do as you suggest, and bang a couple of heads together.

Cheers

Puli
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Thu Nov 06, 2008 8:24 pm    Post subject: Reply with quote

Hi Puli,

As per Diarmid, border disputes are often caused by ambiguous processes, so when you sit down with these guys make sure you go through all the relevant processes (IM, CM etc.) and make sure they know where their responsibilities lie.

Good luck,

UJ
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