Posted: Sat Jul 24, 2010 1:32 am Post subject: ITIL Incident Management - General Question
Hope someone can help,
Have a quick question re Incident Management
Within the ITIL world is it acceptable to carry out the following,
For example - I'm running a P1 incident that has met the necessary severity definitions, then during the lifecycle of the incident the impact has reduced (for example where the impact had to be >50% of users impacted but during the incident the impact has reduced to only 25% of users), would it be correct to then run the incident as an P2 incident,
Then measure the availability for the P1 duration and then a separate measure for the P2 duration?
Joined: Mar 04, 2008 Posts: 1892 Location: Helensburgh
Posted: Tue Jul 27, 2010 6:47 pm Post subject:
if an incident is unresolved, but the impacts and risks are now less than they were (or were perceived to have been) when it occurred, then it would make sense to redeploy some or all of the resource working on it if an activity (incident or otherwise) requires that resource and has greater impact and risk associated with it.
Whether you can best achieve this flexibility by changing the priority status of the incident, or by some other means, entirely depends on how your organization functions. I would think it perfectly legitimate to change the priority of an on-going incident in line with some measure you can make, but it would be unnecessary administrative work unless you are geared up to benefit from doing so.
I would certainly be wary of making priority status changes on the basis of any over-simplified criterion. _________________ "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
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