User question on when incident closed/resolved and feedback

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MattC
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Sat Jul 04, 2015 3:11 am

Hi,

Grateful for the wisdom of the forum.

I'm not an ITIL professional, or even an IT one. I'm a user of various Log IT at a large governmental organisation (you could probably call me a super-user, others within that organisation look to me for advice, so I deal with many incidents) . We have essentially outsourced our IT to a commercial contractor including Incident Management.

A lot of my questions to how that Incident Management process is run tend to run along the lines of, well that's standard ITIL practice. Which I feel is kind of frustrating as ITIL is essentially a walled garden, it is not a Reference I can pull off a shelf and see how it works - it sits behind a firewall which you (or your organisation) needs to pay for.

I'd therefore be grateful for any advice on what is 'standard ITIL practice' with the following questions:

a. An incident is raised. A workaround solution is provided and a problem is correspondingly raised. What happens to the original incident? Is it kept open until the problem is resolved or is it closed at the point the problem is raised.

b. If the correct solution is to 'close' an incident when a problem is raised, what is the terminology for that. For instance is the term escalated used?

c. Generally I understand the terms 'resolved' to mean that the desk operator considers it over, 'closed' is when the customer considers it over (though not everyone uses these terms). What if the user wants to keep the incident open until the underlying problem is closed? Is this acceptable?

d. What's the standard feedback loop to the user for a problem as opposed to an incident. So the user who reports the incident gets told when the incident is closed, but how do they get informed when the problem gets closed. As I see it under ITIL the end user has no real idea how the problem is progressing!

Anyway grateful for your thoughts. Appreciate your reply in advance.

:D

Yours
Matt


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Kranti
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Mon Jul 06, 2015 7:24 am

Sorry for delayed response .Somehow whenever i am trying to write up something here i get page cannot be displayed

Here is my view

a. An incident is raised. A workaround solution is provided and a problem is correspondingly raised. What happens to the original incident? Is it kept open until the problem is resolved or is it closed at the point the problem is raised.

My view : Incident is closed immediately after you provide a work around . Problem ticket is not closed till a permanent solution is provided and is correctly implemented in Production

b. If the correct solution is to 'close' an incident when a problem is raised, what is the terminology for that. For instance is the term escalated used?

My view :Escalated might not be an apt word however we can say a related PM ticket is raised however this doesn't really matter if the customer is happy with the outcome

c. Generally I understand the terms 'resolved' to mean that the desk operator considers it over, 'closed' is when the customer considers it over (though not everyone uses these terms). What if the user wants to keep the incident open until the underlying problem is closed? Is this acceptable?
Generally the ticket is set to solved once the Engineer confirms the issue is fixed . Closed is generally an automated process like may be after 10 days ticket is closed automatically and if user has the same issue again Engineer can reopen the same ticket .Once the issue is closed user needs to raise a new ticket

d. What's the standard feedback loop to the user for a problem as opposed to an incident. So the user who reports the incident gets told when the incident is closed, but how do they get informed when the problem gets closed. As I see it under ITIL the end user has no real idea how the problem is progressing!
My view :
Its very important that user needs to always be informed about the status of the PM as well just not incident .Might be via email or these days all ticketing tools have automated updates sent to people in Watch Lists .
Anyway grateful for your thoughts. Appreciate your reply in advance. The user needs to also test in case PM ticket leads to a code fix or change in current programs or a new Business requirement


All the above views are best practices that i followed however there might be a difference in Opinion .As long as things work I personally feel that everything is a best practice for that particular space or environment of work
Kranti Kiran Kumar Gedela

Project Manager - SAP

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