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ITIL :: View topic - Repair damaged data: incident, problem or change?
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Repair damaged data: incident, problem or change?

 
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MarcelBeug
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Joined: Jul 30, 2011
Posts: 8

PostPosted: Sat Jul 30, 2011 5:28 pm    Post subject: Repair damaged data: incident, problem or change? Reply with quote

Hi, allthough my first post as a new member to this forum, I'm not unfamiliair with ITL and process management, being a process manager in a large international company.
Recentely my primary focus switched to Problem Management.

I have a question, searched this forum, didn't find the answer, so here is my question:

If, due to an incident, data gets damaged, would the repair action be part of incident, problem or change management?
The situation would be that the service is restored, so from that perspective the incident is solved, but it left data in a damaged state.

Looking forward to your feedback.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3321
Location: London, UK

PostPosted: Sat Jul 30, 2011 5:48 pm    Post subject: Reply with quote

The short answer is yes.

It is an incident.
It is / may be dealt with via problem management - ie - a application data defect since the data has to be fixed. Yes.. if defect mgmt is part of problem mgmt
It would have to be fixed under change/release management once the solution has be developed to fix and tested

Tested - how can you test it.

If the data has to be reset to values changed and the data is not in a test environment, then you test the methodlogy and script to see that it works without changing data

it would go to change mgmt if the company is anal and pendantict about control production
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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