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ITIL :: View topic - Incidens caused by changes
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Incidens caused by changes

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Joined: Jan 24, 2011
Posts: 3

PostPosted: Mon Mar 28, 2011 8:02 am    Post subject: Incidens caused by changes Reply with quote


I am not sure if this has been addressed before, but I could not find answer for the following.

A change causes an outage of a service but the outgage was within the change window. However, the change proposal specifically said the service outage was not "required or planned".

Will this be considered an incident? The service was restored within the change window.

Thanks for your response.
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Joined: Mar 04, 2008
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Location: Helensburgh

PostPosted: Mon Mar 28, 2011 10:12 am    Post subject: Reply with quote

Was it an outage, or wasn't it?

Do you mean that during the change window services were not being provided?

If service was being provided then an outage is an incident affecting service.

If service was not being provided then the outage was an incident affecting work on the change (and using resource to check out and restore the system). It's still an incident.

In either case you also need a review of the way the change was performed to determine why something unexpected happened.
"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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Joined: Mar 22, 2011
Posts: 5

PostPosted: Mon Mar 28, 2011 9:39 pm    Post subject: Reply with quote

If there is an outage to the SERVICE during the change window and you have stated "NO OUTAGE" in the change record, This definitely qualifies an incident. It does not matter whether you have restored the system well within the change window or not.

Any disruption to the service should be treated as an incident.

On the other hand, Your change management process needs to be strengthened. CAB should have asked the right questions while discussing about this change and in the event of expecting a service outage during the change can well be thought and captured in the change record to avoid any incident.

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