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
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 - Incident logging during outages
Posted: Tue Mar 03, 2009 7:42 pm Post subject: Incident logging during outages
I have a query around logging incidents during outages.
Say we have a outage which lasted for a an hour and I received 100 calls at the Service Desk related to that outage how do we log tickets related to the outage.
1) Do we create individual incidents to track every call received
2) Create a single call and not log incidents for similar calls
Thanks for your reply. I will search the forums for the answer.
The number of calls can be got via the ACD system. I wanted to understand if as per ITIL best practice is it mandatory to create 1 incident per call or can we skip this process ?
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Tue Mar 03, 2009 8:45 pm Post subject:
roys_amit wrote:
I wanted to understand if as per ITIL best practice is it mandatory to create 1 incident per call or can we skip this process ?
Nothing in ITIL is mandatory. John's response actually illustrated that explicitly.
And, as he said, there is masses of stuff on this subject already in the forum. If I may offer a starter for you, calls are not incidents, although they are often reports of incidents. So recording calls is not the same thing as recording incidents. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Joined: Dec 05, 2007 Posts: 6 Location: Krakow/Poland
Posted: Thu Mar 05, 2009 8:50 pm Post subject: Re: Incident logging during outages
roys_amit wrote:
I have a query around logging incidents during outages.
Say we have a outage which lasted for a an hour and I received 100 calls at the Service Desk related to that outage how do we log tickets related to the outage.
1) Do we create individual incidents to track every call received
2) Create a single call and not log incidents for similar calls
Thanks in advance
As far as my organization is concerned, we log a "Major incident" with the highest priority which is escalated to the service owner. Other related tickets are linked with the "Major incidents" however they stay in Service Desk's queue in "waiting for" status until the "Major Incident" gets resolved. As soon as the "Major Incident" is solved, the solution from it is copied and pasted into all other related tickets and eventually they're all closed. Upon completion user is "closedmail'ed" with solution visible in the e-mail.
In order to decrease a call volume during the outage, IVR message may be recorded to let the users know of the system instability.
Simply - best practises _________________ Foundation Certificate in IT Service Management - Green Badge
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
Forum FAQ
Search
Usergroups
Profile
Log in to check your private messages
Log in
