Problems and Incidents-Newbie

[omda]

My question relates to the link between incidents and problems. Should a problem be linked to only "open" incidents? If these incidents are solved using a temporary workaround, should we prevent them from being closed until the main problem is resolved?

[javierarcal]

Hi Omda,

From my point of view if we have given a temporary work around solution the incident should be solved, so your SLA clock stops, and the user should be contacted before definitively close that incident as in any other type of incident.

But the root cause problem of thoe incident, should still remain open till a definitive solution has been found, of course a different SLA, with different thresholds should be create for problems.

What should be done is if you solve a problem is that all the incidents linked to that problem should be solved, and after user confirmation will be closed.

Remember that Incident Management and Problem Management have different goals, for Incident Management its main objective is to solve incidents as soon as possible, but for Problem Management its main objective is to find permanent solutions. Take care of that when defining SLA for each of this groups.

Hope it helps
Javier
--
Javier Garcia Arcal
PhD Engineer, IT Service Mangement Certified
ITIL Consultant
Email: javier.arcal@gmail.com
MSN: javierrmadrid@hotmail.com

[ErnieB]

I agree. Problems need to be linked to their parent incident(s), but the incidents should be closed.