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ITIL :: View topic - Operation failure = Incident or problem?
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Operation failure = Incident or problem?

 
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Analyst
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Joined: Apr 10, 2014
Posts: 1

PostPosted: Wed Apr 16, 2014 5:47 pm    Post subject: Operation failure = Incident or problem? Reply with quote

Hi There,

Please suggest on below queries..

As per the ITIL (correct if I am wrong here) "Problem" leads to "Incident" and incident itself is not a service failure (eg: data center stopped working, server failure), then in which category we log service failure?
IT Operation Halts.

Also Please give some examples of Incidents and Problem with their categories..


Highly Thanks.

Analyst..
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Thu Apr 17, 2014 4:09 am    Post subject: Reply with quote

Not only completely wrong but even worse

Where did you get the definitions from ?

An incident is the event when the service being delivered is not being delivered as agreed between the customer and service provider

It can be an outage or even a degradation of the service

A problem is the unknown underlying root cause of a incident or a set of incidents

A problem does not become a incident nor does it lead to. nor is the opposite true

Beyond..that.. take an ITIL Course. quit trying to get this forum to train you for free - which is what you are asking
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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